<?xml version="1.0" encoding="utf-8"?>
<ManualTopic ID="/baanerp/tg/ebm/ff/ff000860" xml:lang="en">
   <Header>
      <Title>Function: Customer returns management</Title>
      <Keyword type="header" order="d1e1941805">
         <Level1>Customer returns management</Level1>
      </Keyword>
   </Header>
   <GeneralSection>
      <Paragraph>The objective of this business function is to manage the return
		of goods including the processing of claims, warranties, returned consignment
		stock, and rejected or obsolete products. Both the physical and administrative
		handling and payment of returns are taken into account in this
		function.</Paragraph>
   </GeneralSection>
   <GeneralSection>
      <SectionTitle>Process: Customer returns management (code:
		MSL09a)</SectionTitle>
      <Paragraph>The objective of this process is to manage returns from the
		customer. The starting point of this process is a request from the customer to
		return received goods.</Paragraph>
      <List>
         <ListIntro>In practice, the customer returns goods based on the following
		  reasons:</ListIntro>
         <ListItem>Surpluses, for example, customer ordered 10A and received
		  12A.</ListItem>
         <ListItem>Shortages, for example, customer ordered 10A and received
		  8A.</ListItem>
         <ListItem>Damaged goods, for example, customer ordered 10A of which five
		  are damaged.</ListItem>
         <ListItem>Wrong deliveries, for example, customer ordered 10A and
		  received 10B.</ListItem>
      </List>
      <Paragraph>Usually, a complaint form must be sent together with the
		returned goods. In this form, the customer documents the category of the
		return, the applicable quantity, whether the customer wants to keep the product
		or not, and whether the customer wants a debit or credit note.</Paragraph>
      <Paragraph>After reviewing the complaint form, the original sales order is
		checked against the returned goods. If the return order is accepted, the sales
		order can be blocked. Then, the return order can be created, after which the
		customer will be informed. The customer can be notified either by EDI or
		manually. Now, the order can be released to warehousing, where a receiving
		procedure will be started. If the return order is not accepted, the customer
		will be informed and the goods will possibly be returned to the customer.</Paragraph>
      <Paragraph>If the return request is accepted, a sales order of the Customer
		Return type will be created, based on the original sales order. The order will
		then be released to the warehouse.</Paragraph>
      <List>
         <ListIntro>
            <GUIRef href="" role="manual">Assumptions:</GUIRef>
         </ListIntro>
         <ListItem>A generic process that is not applicable for installations and
		  other project-oriented goods.</ListItem>
         <ListItem>The customer will receive a credit note.</ListItem>
         <ListItem>If the customer wants the missing goods, this must be settled
		  in a new sales order that results in a zero invoice.</ListItem>
      </List>
      <List>
         <ListIntro>
            <GUIRef href="" role="manual">IT support:</GUIRef>
         </ListIntro>
         <ListItem>LN Order Management, Sales Control</ListItem>
      </List>
   </GeneralSection>
</ManualTopic>