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Scenario for Managing HQ Deductions

A customer of a food and beverage manufacturer submits a payment of $25,000 against an invoice for $45,000. As a result, the back-office system generates a deduction for $20,000. (Alternatively, the deduction is generated directly in Siebel Consumer Goods and shared with the back office).

A customer financial service representative, reviews the attached scanned debit memo and other supporting documentation. She determines that $15,000 of the total resulted from a promotion run last month and that the remaining $5,000 resulted from the return of unsaleable goods. Because the original deduction resulted from different types of activities, the customer financial service representative splits the original deduction. Two deductions are created—one for $15,000, reflecting the portion related to promotions and another for $5,000, reflecting the portion related to unsaleable goods. Based on the type of deduction and account, Siebel Consumer Goods automatically routes the deduction to the appropriate team for resolution. The $15,000 deduction resulting from a promotion is routed to the account team. As head of the account team, key account manager, resolves the deduction resulting from the promotion. To see how the key account manager resolves this deduction, see Scenario for Managing Promotions Deductions.

The customer financial service representative also resolves the other newly created deduction, because she handles HQ deductions from this customer. After more closely researching the deduction and locating the credit memo authorizing the return of unsaleable goods, she determines that the correct deduction amount should have been $4,950. Because the difference of $50 is immaterial and within the company's write-off threshold, the customer financial service manager resolves $4,950 against the credit memo and writes off $50.