Implementation Guide for Oracle Self-Service E-Billing > Customizing Billing Statements >

Updating Disputes in an External Customer Relationship Management System

You can customize your implementation of Oracle Self-Service E-Billing to automatically update an external Customer Relationship Management (CRM) when a user creates a dispute.

To update an external CRM system with disputes

1. Customize the IDisputeWSConnector API to do the following:
   • Update your external CRM when a user creates a dispute in Oracle Self-Service E-Billing.
   • Send a confirmation to Oracle Self-Service E-Billing when the data has been received. Also mark the request complete in Oracle Self-Service E-Billing, returning an external ID and status.
2. Create a pipe-delimited TXT data input file in the following format.

   Name	Required	Description
   Biller ID	Yes	Billing system identifier
   Billing Account Number	Yes	Billing account number for the payment transaction
   Transaction (Statement) Number	Yes	The transaction submitted for dispute
   Transaction (Statement) Date	Yes	The transaction date
   Dispute Number	Yes	The Oracle Self-Service E-Billing dispute number
   Disputed Amount	Yes	The amount disputed
   Dispute Description	Yes	Reason for the dispute