Deductions and Claims

This chapter describes the main steps involved in managing deductions and claims. Following the procedures in this chapter, you can create, split, assign, research, and resolve deductions. Topics include:

About Deductions

Deductions occur when customers submit a partial payment of an invoice. The unpaid balance is a deduction. The consumer goods organization needs to research the reason behind the deduction and resolve the deduction appropriately.

About Types of Deductions

Each deduction type has a different purpose as follows:

Account Promotion deductions. The customer claims a deduction because of a current account promotion.
HQ deductions. This type covers all other deductions, including late deliveries, goods arriving damaged or expired, and invoicing errors.

About Generating Deductions

The process of generating a deduction begins when your accounting department receives a partial payment for a customer invoice. You can pass the deduction information to the Siebel Consumer Goods application in several ways, depending on your company’s implementation of the product.

Methods can include:

Integrating back-office software with the Siebel Consumer Goods application.
Accounting department personnel manually creating a deduction record.

About Resolving Deductions

The account manager or customer financial service representative resolves deductions. Options for resolving deductions include:

Rejecting the deduction and recharging the customer (chargeback).
Approving the deduction and applying its cost to one or more trade fund allocations.
Writing off the deduction.
Applying a credit memo.

Scenarios for Managing and Resolving Deductions

Customer financial service representatives, customer financial service managers, and account managers perform the processes in these example scenarios for managing deductions. Your company might follow different processes according to its business requirements. Topics include:

Scenario for Managing Deductions for Account Promotions

The account manager for a food and beverage manufacturer sets up an account promotion to feature your company’s line of gourmet coffee products at a chain of grocery stores. The account promotion includes a provision to reimburse the grocery chain for the cost of purchasing newspaper advertisements and creating signs to publicize a sale on your coffee line. Rather than authorize a payment to cover the advertising and sign expenses, the account manager arranges for the grocery chain to deduct those costs from the next invoice that is received from your company.

Next, the account manager opens the Siebel Consumer Goods application to preauthorize the deduction. He selects the plan that he created for fall account promotions at the grocery chain and adds a new record for the gourmet coffee account promotion. After entering relevant information about the account promotion, he enters the names of the four gourmet coffee products and allocates funds for each product. He allocates $2,500 to each product (one-fourth of the total cost for the account promotion). In the fund allocation record of each coffee product, he preauthorizes the deduction.

One month later, the grocery chain returns its payment for a $45,000 invoice from your company. It sends your company a check for $35,000 and a debit memo referencing the deduction. The accounts receivable department notes the $10,000 discrepancy and creates a deduction record in Siebel Consumer Goods.

The next day the account manager views the list of deductions for the accounts he manages, and sees the new deduction record. Because he preauthorized the deduction when he allocated funds for the account promotion, the allocated funds are available to resolve the deduction.

The account manager then researches the deduction, including verifying the terms of the account promotion, and resolves the deduction by applying the fund allocation to cover the $10,000.

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.

Process of Managing Account Promotion Deductions

This topic lists the tasks that administrators and end users typically perform to manage deductions. Your company might follow a different process according to its business requirements.

Administrator Procedures

The following list shows tasks that administrators typically perform to manage deductions:

End-User Procedures

The following list shows tasks that end users typically perform to access and use deductions:

Creating and Editing Deductions

The procedure for resolving deductions begins by creating a detailed deduction record.

This task is a step in Process of Managing Account Promotion Deductions.

To add or edit a deduction record

Navigate to the Administration - Data screen, then the Deductions view.
Create a new record, or query to find and select the record that you want to edit.
Enter values for or edit the fields as required.
The following table describes some fields.

Field	Comments
New	A asterisk (*) in this field indicates that the deduction record is new and visible to the entire account team.
Id	A unique number or code that identifies a deduction.
Account	The account that submitted the deduction.
Priority	The level of urgency for deduction resolution. The values are Low, Medium, High, and Very High.
Status	The current status of a deduction. The values are: Open. No part or the deduction is resolved. In Progress. A portion of the deduction is resolved. Resolved. The total amount resolved is equal to the deduction amount. Closed. The Deduction is successfully processed. Inactive. The original deduction record is split into two deduction records and is no longer active.
Type	The type of deduction.
Reason	The reason for the deduction. The Type value determines the list of available reasons.
Amount	The amount that the customer deducted from the invoice total.
Remaining	The amount of the deduction that still needs to be resolved.
Total Resolved	The sum of trade funds, credit memos, write-offs, and chargebacks.
Credit Memo	The sum of the amounts that are applied to credit memos.
Charge Back	The amount of the deduction that you reject. The amount that you enter in this field can be less than, or equal to, the Deduction Amount, but it cannot exceed the Deduction Amount.
Date Received	The date your company received the deduction.
Account Team	If a team exists for the account, this field is automatically populated with the members of the account team. Deductions are visible to all account team members, and all account team members can resolve deductions.
Debit memo	Debit memos are documents from the customer explaining why they are not sending the total invoice payment.
Parent ID	The Deduction ID of the original deduction. This field is populated in child deduction records that are created as the result of a deduction split.
Site	The location of the account for the deduction.
Status Date	The date the status last changed.
Assigned To	The individual employee who is assigned to the deduction. However, all account team members can view the deduction.

Adding Literature to Deductions

Only administrators can add literature to deduction records. Examples of literature include:

Bills of lading
A bill of lading is a document that the transportation carrier issues to the shipper acknowledging that the carrier received the shipment of goods and placed the goods on a particular vessel that is bound for a particular destination. A bill of lading states the transportation terms for these received goods.

Debit memos
Fact sheets about account promotions
Pick tickets
Remittances
Customer correspondence

This task is a step in Process of Managing Account Promotion Deductions.

To add literature to a deduction

Navigate to the Administration - Data screen, then the Deductions view.
Select the appropriate deduction record.
Click the Literature view tab, and create a new record.
In the Add Literature dialog box, query for and select the literature item, and click OK.
The literature item is added to the deduction.

Splitting Deductions

Customers occasionally combine different types of deductions. For example, a buyer who runs an account promotion and also receives broken merchandise in a shipment might combine the costs of the account promotion and the broken merchandise into one deduction. To properly account for the two different deduction types, you need to split the original deduction into two separate deductions.

When you split a deduction record into two separate deduction records, the original deduction record is retained, but its status changes to inactive. The automatically generated ID of the original deduction appears in the split record’s Parent ID field.

Note: You can split deductions only when the status is Open.

This task is a step in Process of Managing Account Promotion Deductions.

To split a deduction

Navigate to the Administration - Data screen, then the Deductions view.
Select a deductions record.
Click the Split view tab.
In the Deductions list, and click Split.
Two new records appear in the Split list.
In the Split list, select one of the new deduction records, and enter values in the fields in the Split Deductions form as required.
Make sure you adjust the Amount fields to reflect the value of the split deductions.
Repeat this step for the second new deduction record.

Creating Credit Memos

Administrators can add or modify credit memos.

Note: You can also create credit memos as part of the deduction resolution process. For more information, see Resolving HQ Deductions.

This task is a step in Process of Managing Account Promotion Deductions.

To add or modify a credit memo from the Credit Memo Administration view

Navigate to the Administration - Data screen, then the Credit Memos view.
In the Account form, query for the appropriate account record.
Credit memos that are associated with the account appear in the Credit Memos list.
In the Credit Memos list, select a record to edit, or create a new record, and complete the necessary fields.
The following table describes some fields.

Field	Comments
Credit ID	The automatically generated identification number of the credit memo.
Type	Type of credit memo. Values include: Invoicing. The invoice includes errors. Unsaleable. The goods arrived expired or spoiled. Returns. The goods were returned for any reason other than unsaleable. Transportation. The goods were delivered late. Unknown. Credit memos that are not part of the Invoicing, Unsaleable, Returns, or Transportation categories.
Invoice ID	A unique number that references the invoice record. You can use the drop-down list in this field to associate existing invoices to the credit memo.
Amount	The amount of the credit memo.

Analyzing Workloads

Customer financial service managers or administrators can analyze the deduction resolution workloads among employees.

This task is a step in Process of Managing Account Promotion Deductions.

To analyze deduction workloads

Navigate to the Settlements screen, then the Deductions List view.
From the visibility filter, select one of the following values:
My Deductions. Displays all deductions for accounts for which the user is an assigned team member (primary or not).
My Team’s Deductions. Displays the deductions for a manager’s direct reports (or subordinates). Only users with direct reports, for example, a customer financial services manager, can see this view.
All Deductions. Displays all deductions in the user’s organization.
All Deductions Across Organizations. Displays all deductions across all organizations in the Siebel database.
In the Deductions list, query for the appropriate records, and select all the deductions that you want to analyze.
In the Deductions link bar, click the Charts link.
From the drop-down list, select the type of chart that you want to view.
In the preconfigured Siebel Consumer Goods application, the chart selections are Aging Analysis, Status and Priority Analysis, Account and Type Analysis, and Rep Workload Analysis.

Creating Activity Templates

Administrators create Activity templates, which are blueprints for sets of activities. End users can invoke activity templates to create activity plans. For more information about creating activity templates, see Siebel Applications Administration Guide.

This task is a step in Process of Managing Account Promotion Deductions.

To create an Activity plan template

Navigate to the Administration - Data screen, then the Activity Templates view.
In the Activity Templates list, create a new record.
From the Type field drop down list, select the appropriate value.
Click the Activity Template Details view tab, and create new records as necessary.

Reviewing Deductions (End User)

End users can review, query, sort and reassign all deductions assigned to them or to the account team.

This task is a step in Process of Managing Account Promotion Deductions.

To review a deduction

Navigate to the Settlements screen, then the Deduction List view.
From the visibility filter, select one of the following values:
- My Deductions. Displays all deductions for accounts to which the user is an assigned team member (primary or not).
- My Team’s Deductions. Displays the deductions for a manager’s direct reports (or subordinates). Only users with direct reports, for example, a customer financial services manager, can see this view.
- All Deductions. Displays all deductions in the user’s organization.
- All Deductions Across Organizations. Displays all deductions across all organizations in the Siebel database.
Select a deduction record, and click any of the available view tabs to review or add details to the deduction.

Note: Only users with administrator privileges can attach literature to a deduction using the literature view.

Viewing Account Deductions (End User)

Account managers can review information about all deductions that an account takes. By selecting different accounts, account managers can view and compare the deductions that different accounts take.

This task is a step in Process of Managing Account Promotion Deductions.

To view deductions for an account

Navigate to the Accounts screen, then the Accounts List view.
Drill down on the Name field hyperlink for an account, and click the Deductions view tab.
The Deductions list displays all the deductions that are associated with that account.

Creating Deduction Activities (End User)

Account managers and customer financial services representatives and managers can view and create activities related to deductions. For example, a customer financial services representative receives a deduction for an invoice pricing error. The customer financial services representative creates an activity for the orders department to verify the invoicing error. An employee in the orders department completes the activity. After activity completion, the customer financial services representative can resolve the deduction.

This task is a step in Process of Managing Account Promotion Deductions.

To create a deduction activity

Navigate to the Settlements screen, then the Deduction List view.
Drill down on the ID field hyperlink for a deduction, and click the Activities view tab.
In the Activities list, create a new record, and complete the necessary fields.
The following table describes some fields.

Field	Comments
Created	The date and time you create the activity.
Type	The classification of the activity.
Due	The date by which the activity must be completed.
Assigned To	The person who is responsible for completing the activity.
Priority	The priority of the activity.
Status	The status of the activity.
Description	A description of the activity.

Creating Deduction Activity Plans (End User)

An activity plan is a group of predetermined activities that embody the policies, procedures, and best practices for managing deductions. Customer financial services managers, account managers, and customer financial services representatives can create activity plans by selecting from predefined templates.

This task is a step in Process of Managing Account Promotion Deductions.

To create a deduction activity plan

Navigate to the Settlements screen, then the Deduction List view.
Drill down on the ID field hyperlink for a deduction, and click the Activity Plans view tab.
In the Activity Plans list, create a new record, and complete the necessary fields.
In the Template field, select a template that includes all the predefined activities recommended for resolving this type of deduction.

Associating and Modifying Invoices (End User)

You can import invoices from your company’s back-office system, or an administrator can manually create invoices. End users can associate existing invoices with a deduction and edit existing invoice information.

Note: Marketing administrators and other managers or administrators can view all invoice records and create invoices by navigating to the Invoices screen if invoice fields are not automatically populated. For more information about creating invoices, see Siebel Field Service Guide.

This task is a step in Process of Managing Account Promotion Deductions.

To associate or modify an invoice

Navigate to the Settlements screen, then the Deduction List view.
Drill down on the ID field hyperlink for a deduction, and click the Invoices view tab.
Create a new record, and complete the necessary fields.

Creating Deduction Attachments (End User)

Employees in the customer financial services department and account managers can view and attach documents to deductions.

This task is a step in Process of Managing Account Promotion Deductions.

To create a deduction attachment

Navigate to the Settlements screen, then the Deduction List view.
Drill down on the ID field hyperlink for a deduction, and click the Attachments view tab.
Create a new record, and complete the necessary fields.

Creating Deduction Notes (End User)

Customer financial services representatives, account managers, and customer financial services managers can read and add notes to deduction records.

Note: All users who can view the deduction can see shared notes. Only the creator of the note can see private notes.

This task is a step in Process of Managing Account Promotion Deductions.

To create a deduction note

Navigate to the Settlements screen, then the Deduction List view.
Drill down on the ID field hyperlink for a deduction, and click the Notes view tab.
Create a new record.
From the Show drop-down filter, select Shared Notes or Private Notes.

Reviewing Account Credit Memos (End User)

Customer financial services representatives can review all credit memos that are issued to an account and payments that are issued against credit memos.

This task is a step in Process of Managing Account Promotion Deductions.

To review an account credit memo

Navigate to the Accounts screen, then the Accounts List view.
Drill down on the Name field hyperlink for an account, and click the Credit Memos view tab.
In the Credit Memos list, select the credit memo record for which you want to view payments.
Scroll down, and click the Credit Memo view tab.
Details about the credit memo appear in the form. Payments against the selected credit memo appear in the Payments list.

Reviewing Deduction Literature (End User)

Account managers and customer financial services representatives and managers can view literature attached to deductions.

This task is a step in Process of Managing Account Promotion Deductions.

To review deduction literature

Navigate to the Settlements screen, then the Deduction List view.
Drill down on the ID field hyperlink for a deduction, and click the Literature view tab.
Literature attached to the deduction appears in the Literature list.
Drill down on the Name field hyperlink in the Literature list to open a literature attachment.

Resolving Deductions (End User)

When account managers and customer financial services representatives finish researching a deduction, they choose from different methods for resolving deductions. The methods available for resolving deductions (for example, Invoicing or Unsaleable) depend on the deduction type (Promotion or HQ).

Deduction resolutions are reflected in the Totals row at the end of the Resolution view for deductions and in the summary fields of the Deductions form. For each fund payment, credit memo, chargeback, or write-off submitted, the amounts that appear in the respective summary fields and the Total Resolved field are updated, and the amount in the Remaining field is reduced. To completely resolve the deduction, the amount in the Total Remaining field must be reduced to $0.00.

This task is a step in Process of Managing Account Promotion Deductions.

Resolving Account Promotion Deductions

For deductions of the Promotion type, you can use any combination of the following methods:

Applying trade funds
Writing off all or part of a deduction
Issuing chargebacks

The views for payments, chargebacks, and write-offs contain Document # and Issue Date fields. The Document # field contains the payment number as issued by the financial application (for example, a check number or credit memo number). The Issue Date field contains the date on which the financial document was issued for payment.

To resolve an account promotion deduction

Navigate to the Settlements screen, then the Deduction List view.
Drill down on the ID field hyperlink for a deduction, and click the Resolution view tab.
If applicable, apply trade funds by performing the following steps:
1. In the Resolutions link bar, click the Payments link, and create a new record.
2. Click the select button in the Deal ID field, select a deal from the Deal drop-down list, click OK, and enter the payment amount in the Amount field.
  A new payment record is generated.
  
  Note: To determine the activity against deals, refer to the Amount, Payments Paid, Payments Submitted, and Payments Pending fields in the Pick Allocation dialog box.
3. Repeat the previous steps to create a new record, select a deal and enter a payment amount for each payment that you want to create for the deduction.
4. In the Status field, choose Requested. After the payment has been approved, change the status to Submitted. For information about approving or rejecting payments, see Approving or Rejecting Payments.
If applicable, write off all or part of the deduction by performing the following steps:
1. In the Resolutions link bar, click the Write Off link, and create a new record.
2. Click Menu, and select Submit or Submit All.
To reject part or all of the deduction, issue a chargeback by performing the following steps:
1. In the Resolutions link bar, click the Chargeback link, and create a new record.
2. Click Menu, and select Submit or Submit All.
The information that you enter can be exported to your company’s back-office system. A member of the accounts receivable department can use this information to write a letter to the customer requesting payment of the chargeback amount.

Voiding and Cancelling Payments

Account managers and customer financial service representatives can void and cancel payments:

If the account manager creates a payment, the manager can void the payment before submitting the payment to the back office.
If the account manager creates a payment and submits the record, the manager can still void the payment providing the back office did not process it.
If the account manager creates a payment, and the back office processes the record, the manager can cancel the payment and create a new payment record.

To void or cancel a payment

Navigate to the Settlements screen, then the Deduction List view.
Drill down on the ID field hyperlink for a deduction, and click the Resolution view tab.
In the Resolutions link bar, click the Payments link.
In the Status field drop down list, select Voided or Canceled.

Approving or Rejecting Payments

The Payment Approval List view allows account managers and customer financial service representatives to approve, reject, and comment on all requested payments that require approval. All fields in this view are read-only except for Status and Rejection Comment.

A single column stores payment status and a single column stores payment type, across all payment business components. Status values map to two different LOV types: one for deduction-related business components and one for non-deduction related business components. The type values likewise map to two different LOV types: one for all deduction-related business components and one for all non-deduction related business components.

To approve or reject a payment

Navigate to the Settlements screen, then the Payment Approval List view.
Select one or more payments and click Approve or Reject, or change the Status field to Approved or Rejected.
(Optional) Add a reason for the rejection in the Rejection Comment field.

Resolving HQ Deductions

For deductions of the HQ type, you can use one or more of the following methods:

Applying credit memos
Writing off all or part of a deduction
Issuing chargebacks

The views for credit memos, chargebacks, and write-offs contain Document # and Issue Date fields. The Document # field contains the payment number as issued by the financial application (for example, a check number or credit memo number). The Issue Date field contains the date on which the financial document was issued for payment.

Note: Credit memos that you create as part of the deduction resolution process are not available in the Memo ID picklist, and are not available in the Credit Memos view of the Administration - Data screen. The Credit Memo ID field is not required, but after it is populated, the field becomes read-only.

To resolve a HQ deduction

Navigate to the Settlements screen, then the Deduction List view.
Drill down on the ID field hyperlink for a deduction, and click the Resolution view tab.
If applicable, apply a Credit Memo by performing the following steps:
1. In the Resolutions link bar, click the Credit Memo link, and create a new record and complete the fields.
2. (Optional) To apply an existing credit memo, click the select button in the Memo ID field, select a credit memo from the drop-down list, click OK, and enter the payment amount in the Amount field.
3. In the Status field, choose Requested. After the payment has been approved, change the status to Submitted. For information about approving or rejecting payments, see Approving or Rejecting Payments.
If applicable, write off all or part of the deduction by performing the following steps:
1. In the Resolutions link bar, click the Write Off link, and create a new record.
2. Click Menu, and select Submit or Submit All.
To reject part or all of the deduction, issue a chargeback by performing the following steps:
1. In the Resolutions link bar, click the Chargeback link, and create a new record.
2. Click Menu, and select Submit or Submit All.
  The information that you enter can be exported to your company’s back-office system. A member of the accounts receivable department can use this information to write a letter to the customer requesting payment of the chargeback amount.

Analyzing Deductions

Account managers, customer financial services representatives, and their managers can use various chart views to analyze deductions for an account.

To analyze an account’s deductions

Navigate to the Settlements screen, then the Charts view.
In the drop-down list, select the type of chart that you want to view.
Available charts include Aging Analysis, Status and Priority Analysis, Account and Type Analysis, and Rep Workload Analysis.

About Status Stage Behavior in Deduction Resolutions

The following table describes the behavior that occurs during the various status stages in the deduction resolution. The actions that are taken depend on both the resolution method and the status stage.

Resolution Method	Pending Amount	Submitted Amount	Paid Amount
Payment (by trade funds)	For the deduction, the Promotion field is updated with the amount of the record. For the deduction, the Remaining and Total Resolved fields are updated with the amount of the record. For the deal that is associated with the record that has a status of Pending, Requested, or Rejected, the Payments Pending field is updated with the amount of the record.	After the payment is approved, the end user manually changes the status of the record to Submitted. For the deal that is associated with the record, the Payments Pending field is decreased and the Payments Submitted field is increased by the amount of the record.	The back office updates the status of the record to Paid. (You can also manually change the status of the record to Paid.) For the deal that is associated with the record, the Payments Submitted field is decreased and the Payments Paid field is increased by the amount of the record. For the fund that is associated with the deal, the Payments field is updated. In the account promotion hierarchy containing the deal, the Actual Total Spend field is updated with the amount of the record. For more information about payments, see About the Consumer Goods Payment Business Service.
Credit Memo	For the deduction, the Credit Memo field is updated with the amount of the record. For the deduction, the Remaining and Total Resolved fields are updated with the amount of the record. For the credit memo that is associated with the deduction where the status is Pending, Requested, or Rejected, the Payments Pending field is updated with the amount of the record.	The end user manually changes the status of the record to Submitted. For the credit memo that is associated with the record, the Payments Pending field is decreased and the Payments Submitted field is increased by the amount of the record.	The back office updates the status of the record to Paid. (You can also manually change the status of the record to Paid.) For the credit memo that is associated with the record, the Payments Submitted field is decreased and the Payments Paid field is increased by the amount of the record.
Chargeback	For the deduction, the Chargeback field is updated with the amount of the record. For the deduction, the Remaining and Total Resolved fields are updated with the amount of the record.	The end user manually changes the status of the record to Submitted.	The back office updates the status of the record to Paid. (You can also manually change the status of the record to Paid.)
Write-off	For the deduction, the Write Off field is updated with the amount of the record. For the deduction, the Remaining and Total Resolved fields are updated with the amount of the record.	The end user manually changes the status of the record to Submitted.	The back office updates the status of the record to Paid. (You can also manually change the status of the record to Paid.)

Note: When you void or cancel a record, the actions that were previously taken (as described in the preceding table) are reversed.

About Claims

A claim occurs when a customer submits a bill to the manufacturer for spending related to an account promotion. The claim process is the reverse of the deduction process, where a customer does not pay the full amount of an invoice. With a claim, the customer requests payment, and usually offers documentation as to why the claim is valid.

Like deduction fund payments, claim payments are associated with fund allocations and deals.

Process of Managing Claims

End users manage the claims process. The account manager receives, inputs, and pays claims. This topic lists the tasks that end users typically perform to manage claims. Your company might follow a different process according to its business requirements.

The following list shows tasks that end users typically perform to access and use claims:

Creating and Editing Claims

The procedure for managing claims begins by creating a detailed claim record.

This task is a step in Process of Managing Claims.

To add or edit a claim record

Navigate to the Settlements screen, then the Claim List view.
Create a new record, or query to find and select the record that you want to edit.
Enter values for or edit the fields as required.

Adding Attachments to Claims

Account managers can view and add attachments to claims to show supporting evidence for the customer’s request.

This task is a step in Process of Managing Claims.

To add or edit attachments to a claim record

Navigate to the Settlements screen, then the Claim List view.
Drill down on the Claim ID field hyperlink for a claim.
Click the Attachments view tab.
To add a new file attachment, click New File, navigate to the file, select it, and click Open.
The attachment appears in the Attachments list.
To add a new URL attachment, click New URL, enter the URL in the URL file, and click Add.
The attachment appears in the Attachments list.

Resolving Claims

Account managers can resolve claim payments.

This task is a step in Process of Managing Claims.

To resolve a claim

Navigate to the Settlements screen, then the Claim List view.
Drill down on the Claim ID field hyperlink for a claim, and click the Resolution view tab.
In the Status field, choose Requested. After the payment has been approved, change the status to Submitted. For information about approving or rejecting payments, see Approving or Rejecting Payments.

About Configuring Deductions and Claims

This topic contains information that might be useful when configuring features for deductions and claims.

The procedures documented in this chapter include buttons that invoke specialized methods, as described in the following table.

Button	Name of Method	Description	Supported On
Approve	OnApprove	Approves selected payments in the Payment Approval List view.	Bus Comp Layer
Reject	OnReject	Rejects selected payments in the Payment Approval List view.	Bus Comp Layer