What's the difference between invoice-related and non-invoice-related claims in Channel Revenue Management?

An invoice-related claim investigation takes place against underpayment of a specific customer invoice.

Customers typically underpay a specific invoice as a way of claiming a trade promotion or product launch discount, or meeting an agreed upon sales volume tier. A customer can also underpay due to a disagreement with one or more items on the invoice.

The treatment for an invoice-related claim is to apply the entire receipt amount to the invoice and raise a dispute for the open receivable amount, and reference the claim. Once the claim is investigated and settled, the dispute is removed.

A non-invoice-related claim investigation takes place against underpayment of the customer open balance rather than a specific invoice. Customers typically underpay an open balance in relation to issues with a particular order or project, such as contractual disagreements, unexpected freight costs, or missing trade promotion discounts.

The treatment for a non-invoice-related claim is to mark all open invoices as paid in full. A claim investigation line is applied to the customer receipt and accounted to a claim investigation account to indicate the unresolved amount until the claim is investigated and settled.