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You can also use the Customer Calls window to place amounts in dispute and review previous calls made to your customers.

You can define additional call actions and customer responses in the Receivables QuickCodes window. See: Reviewing and Updating Receivables QuickCodes.

You can enter new actions or topics for an existing call, but you can only update the following information:

• Call Status in the Customer Calls window

• Follow up Complete check box in the Customer Calls window (Response alternative region) and the Call Topics window

• Complete check box in the Actions window

Call Actions

Alert: Notify management that this item is still outstanding.

Call: Contact the customer for more information.

Collection Action: This transaction requires further collection action.

Collection Follow Up: This invoice, debit memo, or chargeback requires further follow up action.

Credit Memo: Credit memo this transaction or line item. You can generate the Call Action report for this action and have your credit memo department enter the credit memos.

Exclude from Dunning: This option removes your customer from dunning. Your customer remains off the dunning list until you re-include the customer for dunning by updating their customer profile in the Customer Profile Classes window.

Note: If you attempt to exclude from dunning a customer site that does not have a profile class but another of this customer's sites does have a profile class, Receivables displays the following message: "No site level profile exists. Do you want to update the customer profile?" If you choose Yes, Receivables changes the profile class at the customer level and the customer will be excluded from dunning. If you choose No, Receivables does not update the profile class. In this case, you can define a profile class for this site in the Customers window, which will exclude the site from future dunning submissions.

Partial Dispute: Your customer disagrees with an open invoice, debit memo, or chargeback. For example, if your customer disagrees with an open debit item line amount, you can place that line in dispute for further research. You can create new dispute actions and update or delete existing dispute actions. To update an existing dispute amount for a debit item, query up the record and update the Amount field. To mark an amount as no longer in dispute, query your customer's action, then either update the Amount to zero, or delete the record. Choose this option if you want this invoice to appear in the Disputed Invoice report.

Prerequisites

   Review customer accounts

   Review scheduler actions

   To record a basic customer call:

1. Navigate to the Customer Calls window.

2. Enter the Collector for this customer.

3. Enter either the customer Name or Number, or select from the list of values.

Suggestion: If you do not know the customer name, enter the Transaction Number, or select from the list of values. Receivables enters the customer information.

4. Enter the contact's Name and Phone Number, or select from the list of values.

5. Open the Response alternative region, then enter your customer's response. Typical responses can include 'goods never received' or 'person unavailable'. You can define standard customer responses in the Receivables QuickCodes window. See: Defining Receivables QuickCodes.

6. Enter the Outcome of this call (optional). Outcomes may include some progress made-call again, unable to make progress, or person unavailable. You can define additional Outcome QuickCodes in the Receivables QuickCodes window. See: Defining Receivables QuickCodes.

You can enter additional comments about this call in the Notes field.

7. If the customer promises to pay, enter the Promise Date and Amount and the Forecast Date and percent you expect to collect. The default currency for the Promise Amount is your functional currency.

8. To enter a call action against this customer or location, choose Actions. See: Recording Call Actions.

9. Save your work.

See Also

Placing an Item in Dispute

Credit Holds

Past Due Invoice Report

Collector Call History Report

Receipt Promises Report