Customer order returns by delivery

Introduction

You can initiate customer order returns starting from a delivery. Begin this process in 'Delivery. Open Toolbox' (MWS410) to create customer returns based on the delivery's contents. The returns are automatically received, approved, and added to stock, including lot, sublot, catch weight, and attribute data from the outbound stock transactions generated when the original customer order delivery was issue-reported.

Limitations

  • You must ensure that all customer order lines connected to the delivery are fully reported as issued and invoiced before you can return the entire delivery.
  • To recreate an in-house package structure upon receipt, make sure the outbound package structure exclusively includes items with container management=7.
  • Activate the return location for container management on 'Stock Location. Open' (MMS010/E) to retrieve in-house package structures.
  • Shipment packages are excluded from this functionality, so you cannot use them to create customer returns for the associated customer order lines.
  • For catch-weight items, the values for both catch weight and credit catch weight are identical on the customer return lines you create. For sublot-managed items, the catch weight is retrieved for each sublot.
  • You cannot create customer returns if the delivery, or any part of it, is already in the process of being returned.
  • You are not allowed to add or split return lines on customer returns created with (MWS410).
  • You must return the full contents of a delivery; partial returns are not allowed.
  • If you create customer returns with (MWS410) in the Brazilian country configuration, all customer returns and return lines have one ICFO code specified on (MWS410/M) for the entire delivery.
  • If an item is not connected to the specified warehouse for the return in (MWS410), the return process stops. The item is not automatically connected to the warehouse, even if the 'Automatic add permitted' field is enabled in 'Warehouse. Open' (MMS005).

Functionality

You can now create customer returns through (MWS410) or CrtCOReturns in MWS410MI (GetPackage). This process generates one or more customer return headers in 'Customer Return. Open' (OIS390) and corresponding lines in 'CO Return Lines. Open' (OIS391), based on the outbound stock transactions for the delivery number you select. The lines are automatically received, approved, and added to stock with the lot, sublot, catch weight, and attribute data retrieved from the outbound stock transactions.

On (MWS410/B), you can use related option 78='Create Customer Returns' for one or multiple deliveries. This action opens (MWS410/M), where you must provide required details, such as the return warehouse, location, and transaction reason code. The system retrieves proposed values for these fields from 'Settings – Customer Returns' (OIS399).

If you use the API transaction CrtCOReturns in MWS410MI (GetPackage) and leave the input fields for 'Location' or 'Transaction Reason' blank, the system automatically retrieves proposals from (OIS399).

After you validate the manually entered values, a batch job (MWMNGCRSbm) creates the customer returns. Be aware that some validations occur during the batch process for performance reasons, which might generate application messages of type 480 or 481.

Key process details:
  • A separate customer return is created for each invoice number and customer order number linked to the delivery.
  • The system automatically creates, receives, approves, and adds customer return lines to stock at the location you specify on (MWS410/M), applying the specified transaction reason.
  • The status of the return lines is set to 33-'Quantity inspected', so no further action is required on your part.
  • Each successful delivery return creates at least one new customer return; existing customer returns are not reused.
Specific item handling:
  • For lot-handled items, the lot numbers from the original delivery are automatically retrieved and applied to the return lines. If a single customer order line includes multiple lot numbers, the system creates one return line per lot number.
  • For catch-weight items, the system retrieves the delivered catch weight, sublot numbers, and attributes from the outbound stock transactions of the returned delivery.
  • For in-house package items (with container management=7), you can recreate the original package structure during the return process. The 'Keep Package Structure' parameter on (MWS410/M) controls whether this structure is recreated.
Additional features:

You can add a new field, 'Receiving Number' (&REPN), to a view on (MWS410/B). This field displays the return receiving number if the entire delivery is returned. If multiple returns are created for the delivery, a “+” symbol is shown.

Scenarios for return creation failure:
  1. If at least one return line cannot be added, the system removes all lines and deletes the return header (status 90).
  2. If at least one return line cannot be processed to status 33-'Quantity inspected', the process stops, and you must handle the customer return manually.

In both cases, the system generates an application message to explain the issue.

Settings

  • If you are returning packages that only contain in-house package items, ensure the final location is activated for container management on (MMS010/E).
  • Define the container management method on 'Item. Connect Warehouse' (MMS002/G).
Related topics