Review of Dispute and Collections Information on Receivables Transactions

Review and update information related to transactions under dispute, and review Collections installment and case folder notes on transactions.

Manage Disputes

Use the Manage Disputes page to enter a customer dispute for all or part of the transaction amount. After you enter the details of the dispute, use the fields in the Dispute Summary section to record customer comments and your own internal comments.

To enter and manage a dispute:

In the Billing work area, open the Manage Transactions page.
Search for and select the transaction you want.
In the Review Transaction page, select Submit a Dispute from the Actions menu to open the Manage Disputes page.
In the Dispute Section field, select the section of the transaction to dispute.
In the Dispute Reason field, select the reason for the dispute.
In the Dispute Type field, optionally select a level to indicate the criticality of the dispute. Red is most critical and Ace is least critical.

You can use the ORA_IEX_DISPUTE_TYPE_CODE lookup type to define your own codes to describe disputes.
Optionally enable the Reverse applications and credit open balance option to initiate the Credit Memo Rebill process. Use this option to credit the entire amount of the original invoice for rebill purposes.

The Credit Memo Rebill process reverses any receipts and adjustments against the original invoice and creates a credit memo for the entire invoice amount.
In the Dispute Detail section, enter the values that the customer wants to dispute in the Quantity and Amount fields.
In the Dispute Summary section, enter in the Customer Comments field any information from the customer related to the dispute.
In the Internal Comments field, enter any information from your internal reviews related to the customer or to the dispute.
Click the Submit button to submit the dispute to the credit memo approval process.

The customer and internal comments are included for review in each node of the approval process. Approvers may add to these comments during the dispute review.

Review Receivables and Collections Notes and Comments

When you submit a dispute, the dispute process creates a note that contains the Credit Memo Request Number (Dispute Number), Dispute Amount, Credit Memo Reason, and your Internal Comments, and attaches this note to the transaction under dispute.

After credit memo approval, the customer comments related to the dispute are available for review in the credit memo created by the dispute.

In addition, during the collections process the Collections agent may enter notes related to transactions under dispute or to collections activity on specific transaction installments.

To review Collections notes on transactions:

In the Billing work area, open the Manage Transactions page.
Search for and select the transaction you want.
In the Review Transaction page, select Review Installments from the Actions menu.
In the Review Installments window, click the Notes icon on the installment you want.
In the Installment tabbed region of the Notes window, review any installment notes in the Note Text column.
Click the Case Folder tab.
In the Case Folder tabbed region of the Notes window, review any case folder notes in the Note Text column.

To review comments related to transactions under dispute:

In the Billing work area, open the Manage Transactions page.
Search for and select the original invoice transaction under dispute.
In the General Information section of the Review Transaction: Invoice page, click the Notes icon.
In the Notes window, click the Transaction tab and review the dispute comments for the original invoice in the Note Text column.
Close the original invoice transaction.
In the Manage Transactions page, search for and select the credit memo created by the dispute for the original transaction.
In the Review Transaction: Credit Memo page, click the Show More link.
Click the Miscellaneous tab.
Review the customer comments in the Comments field.