Siebel Loyalty Administration Guide > Working with Siebel Loyalty Program Members > About Using Loyalty Member Services >

Entering Accrual Disputes

When members do not receive point credits for valid accrual transactions, they contact a member service representative to help resolve the accrual dispute. You can use Siebel Loyalty to capture accrual dispute data and send the data to the partner to validate.

Types of disputes captured by Siebel Loyalty include:

• Missing Accrual Dispute. A member claims that an accrual transaction does not appear on his or her statement.
• Incorrect Accrual Dispute. A member claims that points received for an accrual transaction are not correct. In addition, the member must provide supporting documentation to resolve the dispute.

Whether the disputes are submitted to the partner for review depends on the settings described in Sending Accrual Disputes to Partners for Review.

Creating a Missing Accrual Dispute

The following procedure describes how to create a missing accrual dispute.

To create a missing accrual dispute

1. Navigate to the Loyalty Members screen.
2. Click View, Action Pane, Tasks to view the task user interface.
3. In the Members list, click the Member Number (#) hyperlink.
4. In the Tasks list, click Create Accrual Dispute.
5. Select Missing Accrual from the Dispute Type drop down list.
6. Select Type of Product. Options include: Air, Hotel, Car, or Other. Then click Next.
7. Enter the mandatory attributes shown in the following table.

   Field	Description
   Transaction Date	Enter the transaction date.
   Partner Name	Select the partner.
   Product	Select the product.

   NOTE:  These fields might vary depending on the type of product selected in the previous step.

8. Click Submit.

Creating an Incorrect Accrual Dispute

The following procedure describes how to create an incorrect accrual dispute.

To create an incorrect accrual dispute

1. Navigate to the Loyalty Members screen.
2. Click View, Action Pane, Tasks to view the Task user interface.
3. In the Members list, click the Member Number (#) hyperlink.
4. In the Tasks list, click Create Accrual Dispute.
5. Select Incorrect Accrual from the Dispute Type drop down list, then click Next.
6. In the Transactions list, highlight the Transaction and click Next.
7. Update the incorrect transaction details and click Next.
8. Verify the information in the Transaction Summary is correct, then click Submit.

Partner Review of Accrual Disputes

Whether the disputes are submitted to the partner for review depends on the settings

All the disputes are in Partner Pending status and are submitted to the partner user. You can also schedule the LOY Export Transactions workflow as a background process that generates an XML file of all the transactions.

Once the partner can validate the data, then the partner can credit points to the member.