SAP Warranty Recall business process

Introduction: This blog post details the warranty recall business process and related SAP mapping. By the end of reading this blog post, you should be able to understand the warranty recall process and possible SAP solution for individual requirements.

Prior Blog Post References: Vehicle service Warranty Integration

Recall object creation in SAP

Process Flow :

What is new here?

The warranty module in SAP primarily focuses on Vehicle warranty. This Blog Post focuses on the business processes associated with the “Recall warranty Process” in other industries. This Blog Post also briefly touches on the basic SAP configurations, possible RICEFs, and Data migration associated with this process.

“Warranty Recall” business process 

The business process of recalling a product due to one or multiple critical manufacturing issues is called the Recall process in warranty. The manufacturer (OEM) would bear the cost of repair or replacement even if the warranty conditions are not fulfilled. A very similar process happens in technical campaigns. In Technical campaigns, customers are requested to join a campaign drive and get their issue fixed for free or for a nominal fee based on the type of defect observed. Technically both recalls and technical campaigns are considered the same in sap for warranty claims. There is no difference in processing them.

The quality issues are mostly noticed after the product is shipped or during random batch testing after some specific number of days. Once the defect is detected, technical analysis is done by the specialized unit in the company. Then, total Recall or partial recall decisions are made based on the defect’s severity and legal consequences. Finally, the recall data is recorded with a reference number and validity and other details like how much allowances would be paid and the scope of objects for the Recall.

“Warranty Recall” business process mapping with SAP features

Object Requirement Standard SAP mapping Backend design
Recall Create Provision to record a Recall external reference number with a validity period at header level.

Wtyrcl Transaction code to be used with standard claim type as CALL. The recall object will have its own SAP reference number once saved. The transaction will allow the recording of an external reference number and date range.

If you wanted a Fiori app to enter recall data, it was unavailable in older S/4 versions. However, it is now available in newer SAP versions. Check Fiori apps availability for Wtyrcl transaction in this Fiori App Library.

Claim type and number range configurations are prerequisites for using the Recall transaction.
Recall create Provision to record scope of the Recall, like Recall is valid for specific serial numbers, set of equipment, set of brands, for a particular production date range, for a particular group of customers, etc. At the Recall item level, provision is available to include/exclude these requirements under specific object types. Standard SAP provides the following object types. You have to configure object type “O” to accommodate the requirements of production dates, customer group, brand, etc.

Recall create Provision to maintain labor allowance, labor hours, parts, Engine allowance, Minimum-Maximum allowances, travel charges, etc. At the Recall item level, it is possible to record these using Controlling Item type and Item type and using a service material.

SAP has provided standard Controlling item types, which are as below.

You can map your requirements under these controlling item types as “Item type.” So “e.g.” Hotel_Charge could be under “SUBL” Controlling Item type.

A service material with a material type (DINE), “e.g.” “LabMat,” may be used at the labor allowance item level, and we can populate the price from a manual condition type of pricing procedure, or we can manually enter the allowance.

Recall create Provision to enter long detailed text on Recall and attachments SAP has provided these features.
Recall release Provision to release a recall Action A400 /Pushbutton profile Unlike Claims, we don’t get a button on the Recall transaction screen. However, pushbutton profile configuration can be used to call release action.
Recall search Provision to search a recall through various parameters (Say by model, serial number, claims used the recall reference. SAP has provided a Tcode WTYOR query call through which you can create ad-hoc reports on warranty claim processing.

SAP has also provided BW reporting (Info provider 0AU_WTY).

Custom reporting is always an option. However, keep an eye on the latest SAP releases to avoid custom reports.

Recall use in Claim

Recall use in claims:

If a claim references a recall with a valid reference date, the claim items should get replaced by Recall claim data

SAP product uses Action codes A095 to find Recall objects, and A096 uses Recall to replace Objects in the Claim and copy the prices from the Recall master. Reference-type=RC is to be placed at the item level to enable actions to work on claim items.
Special requirements Technical service software integration for creating Recall master data and uploading attachments Custom development.

“Warranty Recall” Data migration requirement

-Recall technical data PDF attachment to Recall master

-Recall master Data migration from legacy. The following could be the reference template (Not all attributes covered and not all technical details filled)

-Method -LSMW or custom conversion object. Always check LTMC support in this SAP Help on LTMC. As of now, this object is not supported in LTMC.

Recall Header

Attribute

Recall External

Reference number

Recall start date

Recall end date

Recall Subject

Comments

Field type

Char

DAT

DAT

CHAR

Char

Length

40

8

8

40

No limit

Header /Item

Header

Header

Header

Header

Header

SAP technical data

PNWTYH-REFNO

PNWTYH-REFDT

PNWTYH-CBACTIONDT

PNWTYH-PNTEXT

Long text

Claim header

Remarks

External number

(internal number

Based on number range)

It could be considerable.

Recall Objects

Attribute

Recall External

Reference number

Get WTY_RCLOBJ-PNGUID_RCL for

The recall number

Object type

CWTY010 table

Stores all the object types

configured

Object ID type –

Example

Object Type O-Object ID type – Production date

Object Type O-Object ID type – Brand

Object Type E-Object ID type – EQUI

Object number start

Object number end

Include

/exclude

Option

EQ/ > etc

Field type

Char

Char

Char

Char

Char

Char

Length

40

40

40

40

Header /Item

Header

Item

Item

Item objects

Item objects

Item object

SAP technical data

PNWTYH-REFNO

WTY_RCLOBJ-

RCLOBJ_TYPE

WTY_RCLOBJ-

RCLOBJ_SUBTYPE

WTY_RCLOBJ-

RCLOBJ_LOW

WTY_RCLOBJ-

RCLOBJ_HIGH

WTY_RCLOBJ-

RCLOBJ_SIGN

WTY_RCLOBJ

RCLOBJ_OPTION

Item Allowances

Recall Claim allowance  (There are many more attributes Like Ref type-RC, defect code, etc. at item level )

Attribute

Recall External

Reference number

Get WTY_RCLOBJ-PNGUID_RCL for

The recall number

Controlling Item type

POSKT

Customer Item type POSKT_CUST

Further classification of POSKT- Say for SUBL -POSKT you can have Hotel, travel ex

Material number -For each POSKT_CUST, you may have a material number – Say for FR -Labor value – The material number may be LABMAT (Dine material) or actual part number when the Item type is MAT

PVWTY-MATNR

Allowance value

We can populate this from a condition type, Say ZMN – Manual condition type for material LABMAT.

PVWTY-CONTR

Quantity

PVWTY-QUANT

Unit

Will auto picked from the material

“Warranty Recall” high-level configurations. Tcode-Owty

I am planning to cover the Configurations in detail in a new Blog post. High-level configuration items are listed below. Expect a detailed explanation in another blog post.

  • Recall Claim type configuration -SAP has a standard Claim type “Call” configured.
  • Recall screen configuration in Layout. Standard has SAPR and SAPT layouts (With W/o Nav tree)
  • Define Object IDs for Recalls – This is an important one for recalls. Here for the “Other” Object type, you can map multiple   Object ID types – Like Production Date, Shipping Date, Brand, etc.
  • Push Button profile: To link Release Action A400, we can create a push button profile for Recall Screen.

Best Practices / References : 

Watch out for  SAP S/4 Hana services to know latest offerings on warranty.

SAP course IAU 280 -SAP Warranty management(WTY) – to understand the sap product.

Sap Help on warranty.

Automotive dealer portal

Summary: Thanks for taking your time to read this Blog post. This blog post is to make one aware of business process requirements involved in Warranty recall services for discrete products. Please provide your feedback to add more scenarios/requirements so that this can be a requirement document for recall warranty business implementation case .