3648034 - Unable To Create Customer Returns

User is unable to create new Customer Returns or find any configurations related to Customer Returns in the system.

SAP Service Cloud Version 2

There are two ways in which issue can be observed:

• Scenario 1:
• 1. Go to User Profile.
  2. Click on Settings.
  3. Under All Settings, search for 'Customer Returns'.
  4. Notice that no results are returned.
• Scenario 2:
• 1. From the Navigation Menu, go to Customer Returns Workcenter.
  2. Notice that there is no option to create (+) new Customer Returns or a refresh icon on the OWL screen.

Issue can occur due to the following reasons:

1. Incorrect or Missing Authorization for the user.
2. Feature not enabled in the tenant.

1. If it is the first case as mentioned above, in order to configure and create Customer Returns in the system, user must be assigned to the below Business Service and Apps:
   • sap.crm.service.returnOrderService  - Return Order (Business Service)
   • sap.crm.service.returnOrderService  - Customer Returns (App Name)
   • sap.crm.service.returnOrderService  - sap.crm.returnorderservice.uiapp.returnOrderAdmin   (App Name)
2. If it is the second case as mentioned above, after adding the necessary Services and Apps in Business roles, if the Return Order is still not accessible in the system, then a request needs to be raised to SAP via a Case to activate the Customer Returns feature in the system.

SAP Help Documentation - Customer Returns

Customer Returns, Return Order, Activate, Configuration, Missing, Create, New, Service , KBA , CEC-CRM-CR , Customer Returns for SAP Sales/Service Cloud , Problem