Overview of Customer Claims

Here you can learn about and complete the setup steps that you must perform before you can start processing claims.

Deduction claims are derived from Receivables and you can create manual claims.

You must complete the following setups:

1. Claim Types
2. Claim Reasons
3. Claim Sources and Settlement Methods

The claim source represents how and where the claim was created. The settlement methods represent type of Receivables transactions that are supported for a specific claim source. A claim can be settled with multiple settlement methods.

The following table displays the Receivables action that creates a specific claim source and all the supported settlement methods for each claim source. Configure the settlement methods for each claim source as needed.

Receivables Action	Claim Source	Select 1 Primary Settlement Method	Apply 1 or More Settlement Methods	Settlement in Receivables
Create Claim Investigation	Deduction	Credit Memo on Account Nonpromotional Promotional Promotional Pay Over Manual Write Off	Open Credit Memos Open Overpayments	Automatic Write Off
Create Claim Investigation	Overpayment	Invoice	Open Deductions
Create Channel Revenue Claim	Invoice Deduction	Credit Memo on Account Nonpromotional Promotional Promotional Pay Over Credit Memo on Invoice Nonpromotional Chargeback with no other settlement methods Manual Write Off	Open Credit Memos Open Overpayments	Automatic Write Off
Create Channel Revenue Claim	Invoice Overpayment	Invoice	Open Deductions
Not Applicable	Manual Claim	Credit Memo on Account Nonpromotional Promotional Promotional Pay Over Custom Settlement Methods	None

In addition to the predefined settlement methods, you can also define custom settlement methods for your manual claims. You can use this for both promotional and nonpromotional claims.