How To Fix CRM_COMPLAINT351 - Only returnable products allowed; product &1 is non-returnable

SAP Error Message - Details

• Message type: E = Error

• Message class: CRM_COMPLAINT - Messages for Complaints Processing

• Message number: 351

• Message text: Only returnable products allowed; product &1 is non-returnable

Self-Explanatory Message

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Smart SAP Assistant

• What is the cause and solution for SAP error message CRM_COMPLAINT351 - Only returnable products allowed; product &1 is non-returnable ?

  The SAP error message CRM_COMPLAINT351 indicates that a non-returnable product is being processed in a return scenario, such as a complaint or return order. This error typically arises in the context of SAP Customer Relationship Management (CRM) when attempting to return a product that is not eligible for return based on the system's configuration or the product's attributes.
  Cause:
  
  Product Configuration: The product in question is marked as non-returnable in the system. This could be due to settings in the material master or product configuration.
  Return Policy: The return policy defined in the system may restrict certain products from being returned.
  Sales Order Conditions: The product may have been sold under conditions that do not allow for returns, such as promotional items or items sold as-is.
  Status of the Product: The product may have a status that prevents it from being returned, such as being marked as damaged or expired.
  
  Solution:
  
  Check Product Master Data: Review the material master data for the product in question. Ensure that the returnable flag is set correctly. You can do this by navigating to the material master record in SAP and checking the relevant views.
  Review Return Policy: Check the return policy settings in your SAP system to see if the product is included in the list of returnable items. Adjust the policy if necessary.
  Modify Sales Order Conditions: If the product was sold under specific conditions that prevent returns, consider whether those conditions can be modified or if an exception can be made.
  Consult with Business Process Owners: If the product should be returnable based on business rules, consult with the relevant stakeholders to determine if there is a need to update the product's returnability status.
  Use Alternative Processes: If the product cannot be returned, consider alternative processes such as exchanges, repairs, or other customer service solutions.
  
  Related Information:
  
  Transaction Codes: You may need to use transaction codes like MM03 (Display Material), CRM_ORDER (CRM Order Management), or VA03 (Display Sales Order) to check the relevant data.
  Documentation: Refer to SAP documentation or your organization's internal guidelines regarding return policies and product configurations.
  User Exits or BAdIs: If your organization has custom logic implemented, check for any user exits or BAdIs that might affect returnability.
  
  If the issue persists after checking these areas, it may be necessary to involve your SAP support team or a consultant to further investigate the configuration and business processes involved.