Standardize Customer Claim Reasons
Your customers could have their own set of reason codes for raising a dispute or short paying you. These customer reason codes are different from the internal reason codes that your organization uses.
You can standardize these customer claim reasons by translating the reason for the dispute provided by your customers to a standard set of reason codes. If these codes are mapped, then whenever a customer submits a claim, the customer's original reason is captured and automatically converted to the internal claim reason. This simplifies the claim research process.
Customer Reason - Claim Reason mappings can be defined at these levels:
-
Account (higher precedence)
-
Customer
How Mapping Works
The following table describes how the mapping works for claims created from various sources:
Source |
Logic |
---|---|
Receivables Receipt UI (deduction and overpayment claims) |
Only customer reason is entered in the Receipt UI:
Both customer reason and internal claim reason are entered in the Receipt UI:
Only the internal claim reason is entered in the Receipt UI:
|
Receivables Lockbox (deduction and overpayment claims) |
|
Manual Claim |
|