Hi , these are pure CS standard scenarios.My pointwise reply below:
First point menioned by you is the background of the scenario.
point 2& 3 is the cs scenario of free of charge service (free replacement) within warranty or chargeable replacement out of warranty
1. To cater to point 2 and 3 , first one need to identify if the material is within or out of warranty. for this Euipment masters are used. In equipment master it is possible to maintain valid from and valid to dates. Equipment master is unique for each product. eg. you sell 10 electronic energy meters under one order - each meter will have unique serial number , so an equipment is created for a combination of a product (meter in this case)+ serial no. = equipment. Through customizing it is possible to allow a pop up during returns sales creation of service notification. a service notification is only the registration of complaint by customer. at this point the user can get a pop up warranty is expired so he knows he has to create a fre of charge sales order or a regular sales order (if
charging).
point 4 is inhouse repairs scenario.
for this one has to create a service notification -> return order -return delivery - -receipt in QA inspection stock - if QA feels rectification is possible then create service order - carry out repair- confirm service order - perform outbound delivery.
If the material is out of warranty but repairable , a debit memo to be created towards spares parts, services, labour costs.
thanks