Extend Customer Claim Settlement Methods

Extend claim settlement options to create a settlement method for manual claims that is unique to your business process. For example, for claims created via an external application, use this feature to settle those claims in an external Accounts Receivable or Accounts Payable application.

The custom settlement method is available for promotional or nonpromotional manual claims. For promotional claims, custom settlement methods also handle channel revenue accounting for you.

EBS AP Check as a Custom Settlement Method

Confirmation of Claim Settlement by Custom Settlement Method

If you don't want the application to generate a claim number, you can provide one for a manual claim. Two additional source fields have been added to manual claims UI to capture the source system, and the claim number from the source system.

Manual Claim with 2 Source Fields and Editable Claim Number

This feature reduces the time and effort to integrate the settlement of claims in a third party financials system or deductions management system.

The current customer claims functionality provides ready-to-use integrations to the Fusion Financials Cloud for a host of ways to settle claims. However, you may have additional settlement requirements.

Here are some common scenarios where you can use custom settlement methods:

• Process settlement in legacy or third-party financial systems.

• Settle with an AR document for overpayment (akin to a negative chargeback, where an AR transaction is used to give money back to customers who have overpaid).

• Pay by wire transfer or EFT, as is common practice settling with European customers. 

• Settle with free goods, if you issue free goods to your customers against their claims. Custom settlement can support sales order settlement in your order management system for claims.

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 Claims in Redwood, then refer to the Roadmap for Setting Up Customer Claims chapter in the implementation guide, Implementing Channel Revenue Management.

1. Add a new custom settlement method to the ORA_CJM_SETTLEMENT_METHOD lookup. 

• In the Setup and Maintenance work area, go the the Manage Channel Lookups in the Channel Revenue Management functional area.
• Search for lookup type, ORA_CJM_SETTLEMENT_METHOD.
• Add a new lookup code representing the new settlement method.

2. Configure custom settlement method under its applicable claim source.

• In the Setup and Maintenance work area, go to the Manage Claim Sources task in the Channel Revenue Management functional area.
• Select an applicable claim source, and add a custom settlement method.

3. Configure Sub Ledger Accounting rules.

Add Custom Settlement Method to ORA_CJM_SETTLEMENT_METHOD Lookup

Configure Custom Settlement Method for Manual Claims

Tips And Considerations

Implementation Decision Tree for a Third-party Receivables System:

NOTE: Only 1 instrument per claim is supported. The instrument is the AR transaction in the third-party Receivables system. This maps to the instruments child resource of the channelCustomerClaims REST.

1. The payments child resource of channelCustomerClaims REST isn't applicable, because payments aren't applicable to Receivables.

2. Integration must derive the third-party instrument customer from the claim customer.

3. The following instruments details are passed back to Channel:

• InstrumentType or InstrumentTypeCode (required)
• InstrumentNumber (required)
• InstrumentDate (required)
• InstrumentAmount (required)
• InstrumentTax (optional)
• InstrumentStatus (required)

4. The instrument is issued to the Bill To on the manual claim.

Implementation Decision Tree for a Third-party Payables System:

NOTE: Multiple payments for a single instrument per claim are supported. The instrument is the AP transaction in the third-party Payables system. A payment is a check or EFT, and so on. This maps to the instruments and payments child resources of the channelCustomerClaims REST.

1. Are you already managing your suppliers in Fusion?

2. If not, then the integration must derive the instrument supplier from the claim customer.

3. If yes, then during investigation you can specify the supplier site. The integration can then derive the third-party instrument payee from the provided supplier site.

4. The following instruments details are passed back to Channel:

• InstrumentType or InstrumentTypeCode (required)

• InstrumentNumber (required)

• InstrumentDate (required)

• InstrumentAmount (required)

• InstrumentStatus (required)

• If claim analyst pass a supplier site during investigation, then ThirdPartyInstrumentPayeeName is optional.

• If the integration derives the instrument supplier from the claim customer, then the ThirdPartyInstrumentPayeeName is mandatory free form text field.

• If the integration derives the instrument supplier from the claim customer, but maintains a mapping back to the Fusion supplier site, then the integration can pass back the supplier details in the instrument.

5. The following payments details are passed back to Channel:

• PaymentMethod or PaymentMethodCode (required)
• PaymentNumber (required)
• PaymentDate (required)
• PaymentAmount (required)
• PaymentStatus (required)
• PayeeSupplier
• PayeeSupplierSite
• PayeeSupplierSiteId
• PayeeParty
• PayeePartyId
• PayeePartySite
• PayeePartySiteId
• ThirdPartyPayeeName

Build the integration to settle in the Third-party system:

1. Bring in manual claims from the third-party system via the POST action of the channelCustomerClaims REST.

2. Claim analysts settle a third-party manual claim in the Redwood UI with a custom settlement method.

3. On a periodic basis, minimally nightly, get manual claims in Settlement Pending status with a custom settlement method, for the third-party system to process. Use the GET action against the channelCustomerClaims REST to gather claim details to process.

4. Process these claims in the third-party system.

5. Upon successful settlement in the third-party system, the integration must call the PATCH action against the channelCustomerClaims REST to pass the settlement instrument and payment details back to Channel. 

6. Use the settleCustom action against the channelCustomerClaims REST to split any remaining amount to a child claim, and move the claim to Settled status.

7. If the third-party system fails to process settlement of the claim, the integration should call the reopenCustom action against the channelCustomerClaims REST to re-open the claim, and reverse the claim accounting events.

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

1. 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 before this update.

2. Users who are assigned a configured job role that contains this privilege can view the claim:

• View Customer Claims (CJM_VIEW_CUSTOMER_CLAIMS_PRIV)

This privilege was available before this update.

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

• Approve CustomerClaims (CJM_APPROVE_CUSTOMER_CLAIMS_PRIV)

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

This privilege was available before this update.