With the Manage Customer Returns app in SAP S/4HANA Cloud, you can refund customers with a replacement. However, before the release of SAP S/4HANA Cloud 2002, you can't just choose the replacement product and its supplying plant freely. Instead, you can only refund the customers with the same product which is supplied from the same plant as the receiving plant.
This is not flexible in real business cases. In some cases, you have upgraded the product with a new product number, or current receiving plant does not have stock for return product. Now you have option to change the replacement product or supplying plant, according to your return and refund policy.
With SAP S/4HANA Cloud 2002, you can now refund your customer with a replacement that doesn't have to be the same product that's been returned. What's more, the replacement product can be delivered from a supplying plant other than the receiving plant.
How to do that in the app?
After inspection is done, you can determine refund for return product and choose refund type "Replacement Product".
Now you can set the replacement product, supplying plant, refunding quantity, unit of measure according to your refund policy.
The option to choose a different product and a supplying plant as mentioned above are only available in the Determine Refund page, after the inspection is done.
If you choose to refund customer immediately when you edit the return item before releasing, you however don't have any option to change the replacement product and the plant. In such cases, you can only go with the default settings: replacement product same as the returned product and supplying plant same as the receiving plant.