Name

Viewing Disputes

Feature Area

Statement

Description

Lets a user view all disputes for the selected billing account.

Primary Users

Consumer and CSR users

Triggers

• The user logs in to Oracle Self-Service E-Billing and selects View Disputes from the Statements menu. (The View Disputes subtab displays only if one or more disputes have been entered for the selected billing account.)
• The user clicks the Statements tab from within Oracle Self-Service E-Billing and selects the View Disputes option.

Active Hyperlinks (Breadcrumbs)

Statements - Redisplays the Statement Summary.

Page Content - View Disputes

View Disputes Page

Data:

• Account Number (If only one account number is available it is displayed as data.)

Module: Report Details (Number of Items)

Report Details (Number of Items) Module

• Table:
  • Dispute Transaction Number (This number is from the back-office CRM system)
  • Dispute Number (This number is generated by Oracle Self-Service E-Billing.)
  • Disputed Statement Date
  • Disputed Reason
  • Dispute Date (Default sort is latest to earliest.)
  • Disputed Status (If no Web service is configured, the dispute
  • Disputed Amount
  • Total: Total of all amounts disputed.

Standard Features

• Printer-Friendly view
• Download CSV or XML

Configuration Point

A Web service can be configured with an external CRM system.

Main Path

The main path to view disputes is as follows:

The user logs in to Oracle Self-Service E-Billing and selects View Disputes from the Statements menu.

Oracle Self-Service E-Billing displays the View Disputes page.

Alternate Paths

The user selects a download format and clicks Go.

Oracle Self-Service E-Billing downloads the list of disputes in the selected format (CSV or XML).

The user clicks the Printer Friendly link.

Oracle Self-Service E-Billing displays the Print window and the Windows Print dialog.

Exceptions

Oracle Self-Service E-Billing invokes the Error Message use case.