SAP Knowledge Base Article - Public

3093842 - There is no response when trying to refund an accelerated customer return

Symptom

    For a customer return whose refund control is set as "Credit Memo" and "Decide Later", when it is finally decided to do refund for this customer return in the "Determine Refund" screen, there is no response after clicking the "Release Selected Items" button for item(s) to be refunded and the "Refund Progress" is still 0%.

    Environment

    SAP S/4HANA CLOUD

    Reproducing the Issue

    1. Open the "Manage Customer Returns" app and search for the example return order (whose refund control is set as "Credit Memo" and "Decide Later").
    2. Select this return order and click the "Determine Refund" button.
    3. In the "Determine Refund" screen, choose the item(s) to be refunded and click the "Release Selected Items" button.
    4. There is no response and the "Refund Progress" is still 0%.

    Cause

    For a customer return whose refund control is set as "Credit Memo" and "Decide Later", when clicking the "Release Selected Items" button in the "Determine Refund" screen, a credit memo request will be generated. In SAP's standard configuration, the default document type of the credit memo request for advanced return (document type "CBAR"), is "GA2".

    If the sales document type "GA2" is configured as "Blocked" in the configuration step "Configure Sales Document Types" (ID: 102495), there will be no response after clicking the "Release Selected Items" button.

    Resolution

    Please go to the configuration step "Configure Sales Document Types" (ID: 102495) and set the sales document type "GA2" as unblocked (by setting it as " ").

    Keywords

    Manage Customer Returns, Credit Memo, Decide Later, Determine Refund, Release Selected Items, No Response, Refund Progress, 0%, Credit Memo Request, Document Type, CBAR, GA2, 102495, Blocked , KBA , SD-SLS-RE , Returns , Problem

    Product

    SAP S/4HANA Cloud 2108