1. Implementing Channel Revenue Management
  2. Manage Claim Reasons

Manage Claim Reasons

Here you'll understand how to manage customer claim reasons.

Channel Revenue Management has configurable claim reasons. The administration of claim reasons is partitioned by reference set. You can use claim reasons to analyze claims and identify possible business process improvements.

  1. In the Setup and Maintenance work area, go to:
    • Offering: Order Management/Procurement
    • Functional Area: Channel Revenue Management
    • Task: Manage Channel Claim Reasons
  2. On the Manage Claim Reasons page, you can create and update your claim reasons.
  3. Click the Add icon to create a new claim reason.
  4. Enter a code for your claim reason in the Claim Reason Code field. This code:
    • Acts as a unique identifier for the claim reason, and is required.
    • Is used to identify and synchronize the setup data across multiple environments.
    • Is not available to users in the transactional pages.
  5. From the Set Name list, select the set for which you want to create the claim reason.
  6. Select the Sell Side check boxes to select the channel flow for which you want the claim reason enabled. You can't update this once saved.
  7. Enter the name of your claim reason in the Claim Reason field.
  8. Enter values for the remaining fields, if required.
    • Description: Add a description for your claim reason.
    • From Date and To Date: Add a date range during which your claim reason is valid.
  9. For Deductions and Settlement, select the following values to map your claim reason to Receivables:
    • Mapped Credit Memo Reason: Select the Receivables credit memo reason that should be used for deductions settled with credit memos, when using this claim reason, for example Damaged Product.
    • Mapped Adjustment Reason: Select the Receivables adjustment reason that must be applied to deduction write-offs, for example Offset.
    • Mapped Chargeback Reason: Select the Receivables Chargeback Reason that should be used for deductions settled with chargebacks, when using this claim reason, for example Offset.
  10. Click Save. You can't delete a claim reason after saving. You can only update it.