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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 an account 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. She creates two deductions—one for $15,000, reflecting the portion related to account 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 an account promotion is routed to the account team. As head of the account team, the account manager resolves the deduction resulting from the account promotion. To see how the account manager resolves this deduction, see Scenario for Managing Deductions for Account Promotions.

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 is $4,950. Because the difference of $50 is immaterial and less than the company's write-off threshold, the customer financial service manager applies $4,950 to the credit memo and writes off $50.