Enable Pay Over Earnings for Customer Claims

Settle a customer claim with a payment that is greater than the earned accrual amount. Set thresholds for pay over earnings at the customer and business unit levels. A threshold may be specified as an amount or a percentage. When settling a customer claim, any payment that's greater than the earned amount must fall within the pay over threshold. The pay over threshold can also be specified as unrestricted. In this case, there is no threshold for how much can be claimed.

Channel settings and customer trade profiles provide configurable controls to:

1. Allow or Disallow Pay over Earnings

2. Set a Threshold Type and Value
   • Amount, Percent, Unconditional

3. Allow Override of Threshold

Pay Over in Claim Association

Pay Over Controls in Customer Trade Profile

Pay Over Controls in Channel Settings

Increases customer satisfaction by empowering claim analysts to temporarily pay customers more than what is currently earned while providing configurable controls and approvals.

Steps to Enable

Use the Opt In UI to enable this feature. For instructions, refer to the Optional Uptake of New Features section of this document.

Offering: Order Management

• If you haven't implemented Customer Channel Programs in Redwood, then refer to the Roadmap for Setting Up Customer Promotions chapter in the implementation guide, Implementing Channel Revenue Management.

• If you haven't implemented Customer Channel Claims in Redwood, then refer to the Roadmap for Setting Up Customer Claims chapter in the implementation guide, Implementing Channel Revenue Management.

• Set up the claim approval rules as follows:
  • In the Setup and Maintenance work area, go to the Manage Task Configurations for Supply Chain Management task in the Customers functional area.
  • In BPM Worklist, on the Task Configuration tab, search for the workflow task ChannelCustomerClaimsApprovalTask in the Tasks to be configured pane.
  • Select the task from the search results and click the Edit task icon in the toolbar.
  • Configure your approval rules based on the new attribute, Claim.payOverThresholdExceeded as appropriate. This attribute can be either Y or N.
  • Select Save and Commit Task after making your changes.

• Set up the channel settings under category = Customer Claim 
  • Pay Over Earnings 
  • Threshold Type
  • Threshold Value
  • Override Threshold

• Configure customer specific pay over controls in Customer Trade Profiles as necessary.

Key Resources

• Watch Manage Deduction Claims Using Redwood Pages.

• Watch Introduction to Customer Channel Management.

• For more information on Channel Revenue Management, refer to the Oracle Cloud Readiness content for Order Management.

• For more information on the Channel Revenue Management Integration with Receivables, refer to the Oracle Cloud Readiness content for Financials.

• Oracle SCM Cloud: Using Oracle Channel Revenue Management Cloud, available on the Oracle Help Center.

• Oracle SCM Cloud: Implementing Oracle Channel Revenue Management Cloud, available on the Oracle Help Center.

• Oracle SCM Cloud: REST API for Oracle SCM Cloud, available on the Oracle Help Center.

Access Requirements

Users who are assigned a configured job role that contains this privilege can submit the claim for approval:

• Manage Customer Claims (CJM_MANAGE_CUSTOMER_CLAIMS_PRIV)

This privilege was available prior to this update.

Claim approvers who are assigned a configured job role that contains this privilege can view the approval notification:

• Approve Customer Claims (CJM_APPROVE_CUSTOMER_CLAIMS_PRIV)

This privilege was available prior to this update.

To manage task configurations for the ChannelCustomerClaimsApprovalTask task, you need a custom role that includes the BPM Workflow System Admin Role (BPMWorkflowAdmin).