Application Guide for Oracle Self-Service E-Billing (Consumer Edition) > Utility Application Use Cases > Statement Management >

Disputing a Statement


This Utility application use case is used to dispute a statement.

Table 64

Table 64. Disputing a Statement
Functions
Description

Name

Disputing a Statement

Feature Area

Statement

Description

Lets a user submit a dispute for a statement.

Primary Users

Consumer and CSR users

Triggers

The user clicks the Dispute button on the Usage Detail page.

Active Hyperlinks (Breadcrumbs)

None

Page Content - Dispute Statement

Dispute Statement Page

  • Prompts:
    • Description (Enter text)
    • Please select the reason for this dispute. Radio buttons: Duplicate Statement or Incorrect Details
  • Data:
    • Account Number
    • Statement Date
    • Statement Amount
  • Text:
    • To complete your dispute, review the transaction information below, provide a description of the dispute, and select a reason for the dispute.
    • If the reason for your dispute is not listed above, please contact a customer service representative at 1-888-888-8888.
  • Buttons:
    • Submit
    • Cancel

Page Content - Dispute Confirmation page

Dispute Confirmation Page (Pop-Up Window)

  • Module: Dispute Details

Dispute Details Module:

  • Buttons
    • Print
    • Close
  • Data:
    • Account Number
    • Statement Date
    • Statement Amount
    • Dispute Date
    • Dispute Number
    • Dispute Description
    • Dispute Reason
    • Dispute Status
  • Text: Your dispute has been successfully received and is being reviewed by a customer service representative. Please check the Disputes page for any updates or call a customer service representative at 1-888-888-8888 and refer to the Dispute Transaction Number of xxxxxxxx.

Configuration Point

A Web service can be configured with an external CRM application.

Main Path

The main path to dispute a statement is as follows:

  1. The user clicks the Dispute button on the Usage Detail page.

    Oracle Self-Service E-Billing displays the Dispute Statement page.

  2. The user reviews the dispute information, enters a description of the problem, and selects a reason for the dispute.
  3. The user clicks Submit.

    Oracle Self-Service E-Billing displays the Dispute Confirmation page.

  4. The user views the dispute information and clicks Close.

Alternate Paths

The user clicks Cancel.

Oracle Self-Service E-Billing redisplays the Usage Detail page for the statement.

Exceptions

Oracle Self-Service E-Billing invokes the Error Message use case.

lists and describes the use case functions.

Application Guide for Oracle Self-Service E-Billing (Consumer Edition) Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Legal Notices.