Reviewing Customer Correspondence on the Collections Workbench

This topic discusses how to review customer correspondence and send customer statements by email on the Collections Workbench.

Page Name

Definition Name

Usage

Correspondence Tab

COLLECTION_WRKBNCH

Review correspondence history, including any statements or dunning letters associated with this customer.

Review Statements Page

CUSTOMER_STMTS

Click the link associated with a statement number in the Statements grid on the Correspondence tab to review the statement's subtotal and balances, as well as the items associated with the selected statement.

See also Generating Customer Statements.

Send Statement Page

AR_SND_STMT_SEC

Click the Email icon in the Statements grid on the Correspondence tab to send an email message that includes the statement as an attachment.

Dunning Letters Page

DUNNING_LETTERS

Click a Dunning Number link in the Letters grid on the Correspondence tab to review the dunning letter details of a specific dunning letter sent to a selected customer.

See also Generating Dunning Letters.

Letter Content Page

DUNNING_LTR_CNTNT

Click a Dunning Number link in the Letters grid on the Correspondence tab to review the content of a specific dunning letter sent to a selected customer.

See also Generating Dunning Letters.

Send Statement Page

AR_SND_STMT_SEC

Send an email message that includes the statement as an attachment.

Send Dunning Letter Page

AR_SND_DUN_SEC

Send an email message that includes the dunning letter as an attachment.

Use the Correspondence tab (COLLECTION_WRKBNCH) to review correspondence history, including any statements or dunning letters associated with this customer.

Image: Correspondence tab on the Collections Workbench page

This example illustrates the fields and controls on the Correspondence tab on the Collections Workbench page. You can find definitions for the fields and controls later on this page.

Correspondence page

Statement History

Field or Control

Definition

Statement Number

Select a Statement Number associated with the selected customer and click the Search button. The statement associated with this number appears in the Statements grid.

Statement Date

Select a date and click the Search button, to list any statements created on that date in the Statements grid.

Note: You can also select a Statement Number and Statement Date and click the Search button to display the selected statement on the Statements grid. However, if you select a Statement Number and a Statement Date that is not associated with that number and click the Search button, nothing will appear in the Statements grid.

Statements

When you access the Correspondence tab, a maximum of eight statements will appear on the details grid in descending date order for the selected customer. Use the Statement Number field to search for and display a specific statement in the grid, and the Statement Date field to search for and display any statements created on the selected date in the grid.

Click the link associated with a Statement Number in the grid to display the Review Statements page (CUSTOMER_STMTS), where you can review the items associated with this statement.

Field or Control

Definition

Statement Image

Click to view an image of the statement for the specified customer.

This field is visible only when an image file was generated for the statement.

See Generating Customer Statements.

Email

Click to access the Send Statement page and email the statement as an attachment.

The system automatically attaches the image to the email.

You can view the image by clicking the filename.

This field is visible only when an image file was generated for the statement.

Dunning Letters and Dunning History

Field or Control

Definition

Dunning Actions

Use this list to perform dunning letter actions:

  • Extract Dunning Letter Info: Select this option to access the Dunning Letters Parameters page and run the AR Dunning process job.

    See Dunning Letters Parameters Page.

  • Preview Letter: Select this option to access the Letter Preview page and review dunning letters.

    See Dunning Letters - Letter Preview Page.

  • Delete Item on Letter: Select this option to access the Dunning Preview Delete Item page and delete items on a dunning letter prior to printing.

    See Dunning Preview Delete Item Page.

  • Print Letter: Select this option to access the Dunning Letter Print page and run reports that merge data from temporary tables to generate dunning letters.

    See Dunning Letter Print Page.

For users to fully utilize this field, you must use PeopleTools security to grant access to these dunning letter components:

  • RUN_AR33000

  • DUNNING_DELETE

  • DUNNING_DEL_ITEM

  • RUN_AR33001

Grant access using the COLLECT_RECEIVABLES menu: PeopleTools > Security > Permissions & Roles > Permission Lists > Pages > COLLECT_RECEIVABLES.

Dunning Number

Select a Dunning Number associated with the selected customer and click the Search button.

The Dunning Number and its details appear in the Letters grid.

Dunning history is available for two years, based on the current system date.

Dunning Date

Select a Dunning Date associated with the selected customer and click the Search button. Any dunning numbers created on this date appear in the Letters grid.

Note: You can also select a Dunning Number and Dunning Date and click the Search button to display the specific Dunning Number on the Letters grid. However, if you select a Dunning Number and a Dunning Date that is not associated with the selected dunning number and click the Search button, nothing will appear in the Letters grid.

Letters

When you access the Correspondence tab, a maximum of eight Dunning IDs will appear on the dunning letters detail grid in descending date order for the selected customer. Use the Dunning Number field to search for and display a specific Dunning Number in the grid, and the Dunning Date field to search for and display any Dunning Numbers created on the selected date in the grid.

Click the link associated with a Dunning Number in the grid to display the Dunning Letters page (DUNNING_LETTERS), where you can review the details concerning the items that associated with the dunning letter. You can click the Letter Content tab to view the actual dunning letter that was sent out to the customer.

Field or Control

Definition

Dunning Image

Click to view an image of the dunning letter for the specified customer and dunning ID.

Note: This field is visible only when an image file was generated for the dunning letter.

To generate a dunning image, you must select the Generate Dunning Image option on the Receivables Options - General 1 page or the General Information - Correspondence Options page, then run the AR Dunning Application Engine process (AR_DUNNING) and print the dunning report, or run the dunning job containing both the aforementioned processes.

See:

Receivables Options - General 1 Page

General Information - Correspondence Options Page

Generating Dunning Letters

Email

Click to access the Send Dunning Letter page and email the image as an attachment.

The system automatically attaches the image to the email.

You can view the report by clicking the filename.

Note: This field is visible only when an image file was generated for the dunning letter.

To generate a dunning image, you must select the Generate Dunning Image option on the Receivables Options - General 1 page or the General Information - Correspondence Options page, then run the AR Dunning Application Engine process (AR_DUNNING) and print the dunning report, or run the dunning job containing both the aforementioned processes.

See:

Receivables Options - General 1 Page

General Information - Correspondence Options Page

Use the Send Statement page (AR_SND_STMT_SEC) to send an email message that includes the statement as an attachment.

Image: Collections Workbench – Send Statement page

This example illustrates the fields and controls on the Collections Workbench – Send Statement page.

Collections Workbench - Send Statement page

The default value for the recipient (To field) is the e-mail address of the primary contact for the customer, and your e-mail address appears by default in the BCC field. You can edit these and the other Email field values as required for your business processes and record keeping.

You can view the statement before sending the e-mail by clicking the statement filename link. The Attach check box must be selected for the statement to be delivered with the e-mail message.

Use the Send Dunning Letter page (AR_SND_DUN_SEC) to send an email message that includes the Dunning Letter Attachment Report as an attachment.

Image: Send Dunning Letter page

This example illustrates the fields and controls on the Collections Workbench – Send Dunning Letter page.

Send Dunning Letter page

You can view the report by clicking the filename.