after sale service scenario

[cathy_liang]

Hi experts,

CS is not configured. In SD, is it proper to handle the business below? Or, any other better solutions?

Scenario: ABC company sells their mobile phone components to BBB customer. BBB provides end-customers with maintenace service of mobile phone. After providing service, BBB returns the components from end-customer to ABC. ABC returns the money to BBB, depending on how many components are used. Meanwhile, ABC pays BBB for service fee.

Solutions:

1. Use normal sales recycle (sales order, delivery, etc.) to reflect selling business.

2. Use normal sales return to reflect returns business.

3. Financial department directly make A/P for BBB (service fee).

Special scenario: BBB returns the components to ABC for maintenace. After maintenance, ABC returns the well-repared components or another new components to BBB. If it's whithin the quality guarantee period, no need payment.

Solutions:

A. For return old components, use consignment orders (consider BBB as vendor) in purchasing.

B. For return new components, use sales returns to reflect returns business, sales recycle to reflect new delivery to BBB.

[Former Member · Accepted solution]

Cathy,

>

> Special scenario: BBB returns the components to ABC for maintenace. After maintenance, ABC returns the well-repared components or another new components to BBB. If it's whithin the quality guarantee period, no need payment.
> 
> Solutions:
> A. For return old components, use consignment orders (consider BBB as vendor) in purchasing.
> B. For return new components, use sales returns to reflect returns business, sales recycle to reflect new delivery to BBB.

Assumption: You are implementing SAP for ABC company.

If you want to record / maintain repair details ( cost of repair and revenue) of the returned components / product, there is one sales order type - RAS to handle this scenario with Returns from customer, repair or scrap based on condition with Service order. Have a look at this[ Repair order |http://help.sap.com/saphelp_47x200/helpdata/en/94/97c1e99b674d919a063c0654ec6983/frameset.htm]process.

If you need any further information, please revert back.

Babu

[cathy_liang · Accepted solution]

Hi Babu,

First of all, thanks for your valuable advice.

If not using CS module, it seems I have to use standard sales order (OR) & return order (RE) to reflect it. Any better solutions?

[Former Member · Accepted solution]

Cathy,

The following are the rough idea on your requirement.

Scenario: ABC company sells their mobile phone components to BBB customer. BBB provides end-customers with maintenace service of mobile phone. After providing service, BBB returns the components from end-customer to ABC. ABC returns the money to BBB, depending on how many components are used. Meanwhile, ABC pays BBB for service fee.

Solutions:

1. Use normal sales recycle (sales order, delivery, etc.) to reflect selling business.

Case a: you are billing all the devices to BBB, it is ok.

Case b: If you are billing only the qty of devices sold to the End customer, it is good to use Consign process Fill up, Pick up, Issue, Return processes.

2. Use normal sales return to reflect returns business.

Case a: you are billing all the devices to BBB, it is ok.

Case b: If you are billing only the qty of devices sold to the End customer, it is good to use Consign process Fill up, Pick up, Issue, Return processes.

3. Financial department directly make A/P for BBB (service fee).

+Case a: ABC not interested to capture the cost of repairs (labor + materials) during the transaction, Enter a sales line item with Service material with Pricings and bill as in normal sales cycle+

Case b: ABC interested to capture the cost of repair, go for Return Repair process

Special scenario: BBB returns the components to ABC for maintenace. After maintenance, ABC returns the well-repared components or another new components to BBB. If it's whithin the quality guarantee period, no need payment.

Solutions:

A. For return old components, use consignment orders (consider BBB as vendor) in purchasing.

B. For return new components, use sales returns to reflect returns business, sales recycle to reflect new delivery to BBB.

Copy and change the order type RAS (without service order in back ground), with Repair procedure replacement for your requirement . Enable the QM to the materials, get the return materials in the Quality stock. UD of QM may be repairable / scrapped.

If it is repairable repair and send the material back to BBB. If Scrapped, replace with new material.

Revert it if you need clarifications.

Babu