Dispute Request
Oracle Revenue Management and Billing allows you to create a dispute request for an account. Through a dispute request, the dispute against a particular bill, bill segment, and/or adjustment is tracked and closed. While creating a dispute request, you need to specify the dispute request type using which you want to create the dispute request. It is the dispute request type which helps the system to determine:
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The business object using which the dispute request should be created
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Whether the dispute request must be approved before creating adjustments to settle a dispute against a bill, bill segment, or adjustment
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Approval profile using which the dispute request must be approved
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Whether multi-level or single-level approval is required for a dispute request
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Whether debit or credit hierarchy must be used for approval when the dispute request amount is zero
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Default adjustment type using which adjustments must be created
You can add completed bills, its bill segments, and adjustments in the dispute request. In other words, at present, the system enables you to resolve the dispute against a bill, bill segment, and adjustment. If the dispute is against a bill, the system, by default, sets the dispute amount and does not allow you to change the dispute amount. The dispute amount is set to the original bill amount because the original bill amount and dispute amount must be equal. However, if the original bill amount is positive, then the dispute amount is set to negative, and vice versa. If the dispute is against a bill segment or adjustment, you can change the dispute amount, if required.
Once a dispute request is created, the status of the dispute request is set to Draft. You can then edit or delete the dispute request, if required. Once you add the bills, bill segments, or adjustments in a dispute request, you can submit the dispute request. On submitting a dispute request, the system behaves in the following manner:
Dispute Against | Type of Bill | Stop Auto Pay (Yes or No) | Behavior |
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Bill | Fully Paid | Not applicable | The system does the following:
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Bill | Unpaid | Yes | The system does the following:
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Bill | Unpaid | No | The system does the following:
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Bill | Partially Paid | Not applicable | The system does the following:
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Bill Segment | Fully Paid | Not applicable | The system does the following:
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Bill Segment | Unpaid | Yes | The system does the following:
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Bill Segment | Unpaid | No | The system does the following:
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Bill Segment | Partially Paid | Not applicable | The system does the following:
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Adjustment | Fully Paid | Not applicable | The system does the following:
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Adjustment | Unpaid | Yes | The system does the following:
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Adjustment | Unpaid | No | The system does the following:
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Adjustment | Partially Paid | Not applicable | The system does the following:
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Finally, the status of the dispute request is changed to Processed. You can optionally configure the system to use the approval workflow process for a dispute request. If the Approval Required flag is set to Yes in a dispute request type, then on submitting the respective dispute request, the approval workflow process creates a To Do for the approver to review the dispute request. Once the approver approves the dispute request, the system behaves as mentioned in the above table. The approver can approve, reject, or resubmit the dispute request. When the dispute request is resubmitted to the submitter, the submitter can edit, cancel, or submit the dispute request.
The approval process is configured through the approval profile. The approval profile allows you to define the debit and credit hierarchy. If the dispute request amount is negative, the credit hierarchy in the approval profile is used for approval. However, if the dispute request amount is positive, the debit hierarchy in the approval profile is used for approval. You can either opt to use single-level or multi-level approval for the dispute requests.
During the dispute request process, a dispute request creation goes through various statuses in its lifecycle. For more information about the dispute request statuses, see Dispute Request (Without Approval) Status Transition and Dispute Request (With Approval) Status Transition.
For more information on how to setup the dispute request process, see Prerequisites.
Related Topics
For more information on... | See... |
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Dispute Request Type screen | Dispute Request Type |
Dispute Request screen | Dispute Request (Used for Searching) |
Dispute Request screen | Dispute Request (Used for Viewing) |
Parent Topic: Oracle Revenue Management and Billing Financial Services Business Processes