Entering Accrual Disputes

When members do not receive point credits for valid accrual transactions, they contact a member service representative to help resolve the accrual dispute. You can use Siebel Loyalty to capture accrual dispute data and send the data to the partner to validate.

Types of disputes captured by Siebel Loyalty include:

• Missing Accrual Dispute. A member claims that an accrual transaction does not appear on his or her statement.

• Incorrect Accrual Dispute. A member claims that points received for an accrual transaction are not correct. In addition, the member must provide supporting documentation to resolve the dispute.

Whether the disputes are submitted to the partner for review depends on the settings described in Sending Accrual Disputes to Partners for Review.