3587444 - Duplicate Credit Memo Request or Incorrect Refund Progress after Releasing Refund in Enter Inspection Results - From Warehouse - SAP S/4HANA Cloud Public Edition

Problems can occur when performing the refund directly by releasing the credit memo request in the "Enter Inspection Results - From Warehouse" app.

For example:

1.  Although the refund request has been automatically generated, the refund progress is still displayed as "Not Refunded".#
2. After the credit memo request is released from "Enter Inspection Results - From Warehouse", the same return item may still be available for refund determination in "Manage Customer Returns - Version 2". If the user then performs "Determine Refund" again, an additional credit memo request can be created for the same return item.

This can result in duplicate credit memo requests for the same customer return item, for example with the same reference return order/item, material, quantity, refund code, and value. 

SAP S/4HANA Cloud Public Edition

When the refund or credit memo request is processed directly from "Enter Inspection Results - From Warehouse", the refund status is not synchronized with the refund process in "Manage Customer Returns - Version 2".

As a result, "Manage Customer Returns - Version 2" may not recognize that a credit memo request has already been released from the warehouse inspection process. The return item can therefore still appear available for refund determination, and a second credit memo request may be created if the refund is determined again.

According to the best practices described in scope item Customer Returns (BKP), it is recommended to perform the refunding step via "Determine Refund" in the "Manage Customer Returns - Version 2" app.

Do not release the credit memo request directly from "Enter Inspection Results - From Warehouse".

Instead, the inspector should only enter the inspection result and, if required, recommend the refund code based on the actual inspection result in the warehouse.

This recommended refund code can then be taken into the refund phase in "Manage Customer Returns - Version 2". The refund clerk or refund manager can keep the recommended refund code or choose a different one, and then release the refund/credit memo request from "Manage Customer Returns - Version 2".

To prevent duplicate credit memo requests, ensure that the actual refund release is performed only once, preferably from "Manage Customer Returns - Version 2".

Customer Returns (BKP)

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