This chapter describes how to enter payments, promises to pay, disputes, and adjustments.
This chapter covers the following topics:
A collections agent can perform the following activities related to transactions and payment:
View transaction data for delinquencies.
See: Viewing Transaction Data.
View invoices using Bill Presentment Architecture. See: Viewing Invoices Using Bill Presentment Architecture.
Process payments. See: Processing Payments.
Accept promises to pay. See: Accepting Promises to Pay.
Reverse payments. See: Reversing Payments.
Adjust invoices. See: Adjusting Invoices.
Place an invoice in dispute. See: Disputing Invoices.
If you have installed Oracle Bill Presentment Architecture (BPA), your collectors can view customer invoices online in a browser window. Since BPA retrieves billing data from multiple sources, including the transactional accounting data from Oracle Receivables, your collectors have access to more comprehensive billing information to answer questions and resolve non-payment issues. Your collector can view the invoice in the same format the bill presented to your customers.
You can view an invoice using BPA from the following tabs in Oracle Advanced Collections:
Profile tab
Dispute History
Promise History
Transactions tab
To view an invoice, highlight an invoice. Right click and select View Invoice from the pop-up menu.
A browser window opens to display the invoice formatted by a template in Bill Presentment Architecture. You can drill down to view more detailed billing information, if available for the invoice.
Note: You must log in using a self-service application to be able to view invoices using BPA.
For more information, see: Bill Presentment Architecture, Oracle Bill Presentment Architecture User Guide.
Use the Processing Payment window to take payments or promises to pay for invoices, accounts, or contracts.
You can process the following types of payments:
Accept a credit card payment.
Accept payment in the form of a bank transfer.
Record a promise to pay one or more transactions.
Note: You cannot accept debit card payments in Oracle Advanced Collections.
You can access the Processing Payment window by selecting the Payment Processing button available on the following tabs:
Accounts: Select an account. Account information from the previous window appears in the Processing Payment window. You can enter bank transfer and credit card payments only for accounts. You cannot enter promises.
Transactions: Select an invoice. Invoice information from the previous window appears in the Processing Payment window. If you select a Leasing Invoice, leasing invoice information from the previous window appears in the Processing Payment window.
Lifecycle: Select a delinquency. With a standard Oracle Advanced Collections implementation, invoice information from the previous window appears in the Processing Payment window. With an Oracle Lease and Finance Management implementation, leasing contract information related to the selected delinquency (case) appears in the Processing Payment window.
Aging: Select an aging bucket line and then the Transactions button.
If you use Oracle Lease and Finance Management:
You can also access the Processing Payment window from the following tabs:
Contract: Select a contract and click the Payment Processing button. Information from the previous window appears in the Processing Payment window.
Case Management: Select a case and click the Payment Processing button. Information from the previous window appears in the Processing Payment window.
Advanced Collections displays the payment method information created and stored in Oracle Payments. To protect customer information, only the last four digits display. Collectors can update expiration date, financial institution name, and additional payment information while working with a customer if the IEX: Enable Changes to Customer Instruments profile option is set to Yes. Update this profile option on the Configure Transaction Processing page of the Collections Checklist.
Collectors can add or update credit card or account information while working with a customer by clicking the ellipse to access Oracle Payments. New credit card and bank account information is added at the account level.
Credit cards or bank accounts, added at the bill to level are available in Processing Payments. To view details for site level credit cards or bank accounts, go to the Customers page in Oracle Receivables.
To be able to authorize credit cards online when taking payments, set the IEX: On-Line Creditcard Payment profile option to Yes.
Related Topics
Processing Credit Card Payments
Processing Bank Check EFT Payments
When a delinquent customer is not ready to make a payment immediately or plans to send payment later, you can enter a promise to pay to help resolve the delinquent account. You record the customer's promise to pay specific amounts at specific times. You can enter a promise to pay for a single transaction or for a group of transactions. You cannot enter a promise if all or part of a transaction is in dispute.
Oracle Advanced Collections tracks the expected payment automatically. If payment is made, then the promise status shown on the Promise tab on the Processing Payment window changes from Collectible to Closed. This information is also available on the History tab for promise records. Advanced Collections displays Yes in the Promised? column for the transaction records.
To keep promise information up to date in your system, run the IEX: Promise Reconciliation concurrent program daily. This program verifies reconciles payments against open promises and populates the Promises node in the Collector's Work Queue when payment is not received by the promise due date.
If a promise to pay is not fulfilled and no payment is made, then the promise status changes to Broken when you run the IEX: Promise Reconciliation concurrent program. Advanced Collections updates the Broken Promise node on the Collector's Work Queue and adds a broken promise task on the Task node. This alerts the collector to follow up with the customer. Until the promise is paid, No remains in the Paid? column of the transaction record on the History tab.
If you want callback tasks for broken promises to appear in the Task node of the Collector's Work Queue, then run the IEX: Create Dunning and Broken Promises Callbacks concurrent program after the promise reconciliation program. Collectors will be able to see broken promises in both the Task node and the Promises node. Running this program is optional.
Note: You must set the IEU: Queue: Promises profile option to Yes in order to display the broken promises node in the Collector's Work Queue. You can set this profile option manually or by using the Collections Checklist.
Set IEX: Callback Days for Promise profile to create callback work items. To correctly schedule callbacks, this concurrent program needs to be run every day after IEX: Promise Reconciliation concurrent program is run. The callback will only be created on this date. If the date is missed and the date passes without the concurrent program being run, then the callback will not be created.
Related Topics
Display Collector's Work Queue Nodes, Oracle Advanced Collections Implementation Guide
You can leverage the detailed information stored in Oracle Trade Management to resolve disputes quickly and more efficiently. You can view trade claims, deductions, and overpayments for a customer from Oracle Advanced Collections, if you have installed Oracle Trade Management.
To view claims
In the Accounts tab, select a customer account and then select the View Open Lines Listing button.
The Account Details window displays all open transactions for your customer, including trade claims and deductions. Select a transaction type and enter a date range to search for a specific transaction. Transaction types include Bills Receivable, Chargeback, Claim Investigation, Credit Memos, Debit Memos, Guarantee, Invoice, On Account, or Unapplied.
To view detailed information about a claim, click on a transaction. A browser window opens to display the transaction in Trade Management.
You can enter a note for a transaction from the Account Details page and view it anytime on the Notes tab or by clicking the Notes icon.
For more information on trade management functionality, see: Oracle Trade Management User Guide.