Table 64. Disputing a Statement
|
|
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:
|
Page Content - Dispute Confirmation page |
Dispute Confirmation Page (Pop-Up Window)
Dispute Details Module:
- Buttons
- 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:
- The user clicks the Dispute button on the Usage Detail page.
Oracle Self-Service E-Billing displays the Dispute Statement page.
- The user reviews the dispute information, enters a description of the problem, and selects a reason for the dispute.
- The user clicks Submit.
Oracle Self-Service E-Billing displays the Dispute Confirmation page.
- 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. |