SAP Knowledge Base Article - Public

2936830 - How to Cancel a Customer Return


 You want to cancel a customer return, but it is not possible in the Return view.


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Reproducing the Issue

  1. Go to the Sales Orders work center.
  2. Go to the Return view.
  3. Search the Return XYZ (XYZ represents the Id of the Return you want to cancel).
  4. Press Edit button.
  5. You find there is no option to cancel this return.


Returns can only be canceled via a cancellation of an inbound delivery.
Allowing independent cancellation of returns may result in discrepancies in accounting. Hence, a cancellation of returns is not allowed on the returns itself in the Sales Orders work center.


Follow the steps below to cancel a completed inbound delivery.

  1. Go to the Inbound Logistic work center.
  2. Go to the Inbound Delivery view.
  3. Search the inbound delivery you want to cancel and select the Undo Release button.
  4. Go to the Monitoring view and the By Warehouse Order sub view.
  5. Go to the Advance search mode and search the warehouse order by the Delivery ID.
  6. Edit the warehouse order.
  7. Click Adjustment Confirmation to open the Adjustment Confirmation for Warehouse Order editor.
  8. Select the row of the task and click Enable Entry.
  9. Adjust the fulfilled quantity to zero by entering the fulfilled quantity with a negative value in the Quantity Difference field. For example, if the fulfilled quantity is 20, then enter –20 in the Quantity Difference field. Save the change.
    If you cannot adjust the fulfilled quantity due it still not enabled, Check the serial Number tab and remove row. This will reduce quantity by one.
  10. Go to the Inbound Delivery view.
  11. Search the inbound delivery and select Cancel button. Now the inbound delivery documents are canceled completely.
  12. Go to the Sales Orders work center.
  13. Go to the Return view.
  14. Search the Return XYZ.
  15. Navigate to the Items tab.
  16. Select the respective line item.
  17. In the Details sub tab under the section Inbound enter a Reason for Rejection.
  18. Repeat this for all line items in the Return.
  19. Save your changes.

The Return is now in status Completed.

Note: If you created the invoice documents for this return, you have to cancel the invoice first before you can cancel the inbound delivery.

See Also

2609702 - Cancellation of Inbound Delivery Does Not Cancel Customer Return


Delete Return; Undo Return; Cancel Return , KBA , AP-CRP-CR , Customer Return , Problem


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