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Managing HQ Deductions

A customer of a food and beverage manufacturing company submits a check for $25,000 for last month's billing. However, their invoice was for $45,250. Since the company has integrated back office software with their Siebel Consumer Sector application, data passes through from the Accounting department creating a $20,250 deduction for the account.

The marketing administrator reviews the debit memo from the customer, forwarded by Accounting, and discovers that the $20,000 deduction covers both a $10,000 trade promotion deduction, and $10,250 deducted for unsaleable goods. The marketing administrator splits the original deduction record, and assigns the promotion-related deduction to key account manager Karl Mann, and the unsaleable goods deduction to customer financial services representative, Laura Hoover. To the unsaleable goods deduction, the marketing administrator attaches the customer's debit memo and a bill of lading.

To see how Karl Mann resolves the promotion-related deduction, see Managing Promotions Deductions.

The next morning, Laura Hoover checks for open deductions assigned to her and finds the deduction of $10,250 for unsaleable goods. She notes that the account also had a deduction of $10,000 for a promotion, and that Karl is resolving that part of the original deduction.

Laura reviews the literature attached to the deduction, then calls Karl. She finds that he has already agreed to refund $5,000 for goods that arrived in damaged condition. However, that leaves $5,250 outstanding. Laura calls her contact at the customer site, and finds that their Accounting department mistakenly took the damaged goods deduction twice before sending payment. The remaining $250 has been in dispute for some time over a late shipment.

Laura applies a $5,000 credit memo to the deduction to cover the damaged goods. She issues a $5,000 chargeback to the account to recover the amount mistakenly deducted by the customer's Accounting department. Finally, since she has the authority to do so, she resolves the remaining deduction amount by writing off the disputed $250, in the interest of good will with the customer.


 Siebel Consumer Sector Guide 
 Published: 18 April 2003