Elements of a Customer Claim

Here you'll learn about the elements of a customer claim.

• You can review and research a claim, assessing the claim type and reason.
• Use the General tab to enter details of the claim.
• Use the Settlement tab to details of the settlement.
• Use the Notes and Attachments tab to upload attachments and add notes, to capture additional information if necessary.
• Use the Confirmation tab to view the confirmed settlement.

General Tab

The following table displays the details of some of the fields in the General tab:

Field	Details
Status	The status of the claim.
Business Unit	The Business Unit associated with the claim.
Claim Source	The source used to settle the claim.
Owner	The owner (username) of the claim.
Claim Number	The claim number. If left blank, a unique claim number is automatically generated.
Date	The claim date.
Age in Days	The age of the claim.
Claim Amount	The total claim amount.
Parent Claim	The parent claim number, if applicable.
Contact	The contact for the customer.
Salesperson	The salesperson associated with the claim.
Broker	A broker is an Organization customer in TCA with a Broker relationship with the Bill-to customer on the claim.
Bill to	The bill-to account, site, customer, and address details are from the receipt Note: For manual claims, you must enter this information. For Deductions and Overpayments, this information is derived from Receivables.
Ship to	The customer, site, and address details. Non-invoice related deductions and overpayments: During claim creation, the filed is blank. You can update to any customer ship-to locations in the same BU of the claim. Invoice related deductions and overpayments: You can update to any customer ship-to locations in the same BU of the claim. However, for the settlement method Credit Memo - On Invoice, the ship to information of the deduction must be the same as that of the source invoice. Note: For manual claims, you must enter this information.
Reference	Reference details provided by the customer during short payment or overpayment. These details include customer reference, customer reason, and customer reference date.
Additional Information	Descriptive flexfields with a global context.
Settlement summary	The summary for the settlement. This details include Claim Type, Claim Reason, Remaining Amount, Mass Settlement Number, Submitted Date, Submitted By, Approved Date, Approved By, Settlement Date, Settled Amount, Accounted Settled Amount, Accounting Date, Child Claim, Split Amount, and Accounted Split Amount.
Receipt	Receipt number with quick link to Receivables. You can view the Receipt Date, Receipt, Receipt Amount, Receipt Reference, Invoice Date, Invoice, Invoice Amount, and the Invoice Salesperson. Note: Note: If your administrator has enabled the Receipt descriptive flexfield (Channel Revenue Management integration), then you can view additional details of a receipt application line without having to drill down to the Receivables receipt. Note: This section is available only if the claim source is deductions, invoice deductions, overpayment, or invoice overpayment.
Additional receipt information	Descriptive flexfields with a global context.
Claim Reason	The standardized claim reason if this customer's trade profile has the customer reason codes mapped. If the customer reason code isn't mapped, then this is the reason entered as the Application Reference Reason while creating the claim investigation line. If this wasn't entered, then you see the default claim reason assigned in the claim source setup. You can update the reason while resolving the claim, when it's in the open status.
Mass Settlement Number	Each related claim is given a unique number that serves as a tracking number for that single dispute and is autogenerated when you click Settle to complete a mass settle of a claim.
Descriptive Flexfields	Descriptive flexfields with a global context.
Claim Type	The default claim type assigned in the claim source setup. You can update the claim type while resolving the claim, in the open status.
Attachments	To include additional information as attachments to the claim.
Receipt	Receipt number with quick link to Receivables. Note: If your administrator has enabled the Receipt descriptive flexfield (Channel Revenue Management integration), then you can view additional details of a receipt application line without having to drill down to the Receivables receipt.

Settlement Tab

The following table gives the details of some of the fields in the Settlement tab:

Field	Details
Select a type	Choose between Promotional and Nonpromotional.
Claim Type	The default claim type assigned in the claim source setup. You can update the claim type while resolving the claim, in the open status.
Claim Reason	The standardized claim reason if this customer's trade profile has the customer reason codes mapped. If the customer reason code isn't mapped, then this is the reason entered as the Application Reference Reason while creating the claim investigation line. If this wasn't entered, then you see the default claim reason assigned in the claim source setup. You can update the reason while resolving the claim, when it's in the open status.
Add Settlement Method	Choose the settlement method.
Supplier	Enter the details for the settlement method such as Supplier Site, Override Transaction Date, and Accounting Date. This field is enabled only if you selected a Payables related accounting method.
Credit Memo on Account	Enter the details for the settlement method such as Override Transaction Date, Accounting Date, Claim Amount Includes Tax, and Transaction Salesperson.
Associated Accruals	This section displays all associated accruals for the claim. Search for programs from the Available programs to associate section, enter amounts to associate, and associate them to the claim.

Dates in a Claim

These are the important date fields in the claim, and what they mean:

Date Field	Description
Submitted Date	Date when claim is resolved and submitted for approval. This gets updated every time you make a submission.
Approved Date	Date when the claim is approved. Submitted date and approved date is the same if the claim creator has approval privilege.
Rejected Date	Date when the claim is rejected.
Settlement Date	Date when the claim is updated to the Settled status.
Accounting Date	Claim's accounting date. Defaults to the system date when the status changes to Settlement Pending.
Receipt Date	Date of the receipt, in Receivables.
Invoice Date	Date of the invoice in Receivables. Available only in invoice-related claims.

Note: If your role has access, you can navigate to the Receivables transactions directly from the claim.