SAP Knowledge Base Article - Public

1582366 - How to Cancel a Customer Return


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

Reproducing the Issue

  1. Go to the Sales Orders work center.
  2. Go to the Return view.
  3. Search 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 cancelled 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 inbound delivery identification number.
  6. Click Adjustment Confirmation to open the Adjustment Confirmation for Warehouse Order editor.
  7. Select the row of the task and click Enable Entry.
  8. 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 it still not enabled, Check the serial Number tab and remove row. This will reduce quantity by one.
  9. Go to the Inbound Delivery view.
  10. Search the inbound delivery and select Cancel button. Now the inbound delivery documents are canceled completely.

After this, the customer return will have the 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.


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