Dispute Request Type

Oracle Revenue Management and Billing allows you to define:

  • Dispute Request Type - It is used to create a dispute request. You can define multiple dispute request types in the system. A dispute request type helps the system to determine:

    • Whether the dispute request must be approved before creating dispute adjustments in the system

    • Approval profile using which the dispute request must be approved

    • Whether multi-level or single-level approval is required while creating dispute adjustments in the system

    • Adjustment type using which the dispute adjustment must be created when the total dispute amount is less than the minimum dispute amount

    • Default adjustment type using which dispute adjustments must be created

While defining a dispute request type where approval workflow is required, you need to select the Approval Required check box. If the Approval Required check box is selected, the dispute request (which is created using the dispute request type) is sent for approval before creating the dispute adjustments. However, if the Approval Required check box is not selected, the dispute adjustments are created immediately on submitting a dispute request. The approval process is configured through the approval profile. The approval profile allows you to define the approval hierarchy. You can define a debit and credit hierarchy in the approval profile using the threshold amount. The debit approval hierarchy and credit approval hierarchy is used for approving dispute request. Therefore, while defining an approval profile for dispute, you need to define credit and debit hierarchy and set the To Do Type to C1-DISAP.

You can define an approval hierarchy where users with different To Do role at each level can approve or reject the dispute request. For example, you can define an approval profile called A1 with two levels of approval. At the first level, a user with the Manager To Do role will approve or reject the dispute request, and at the second level, a user with the Senior Manager To Do role will approve or reject the dispute request. On submitting a dispute request where approval is required, a notification in the form of To Do is sent to all users with the To Do role defined at the first level in the hierarchy. Once the request is approved at the first level, a notification is sent to all users with the To Do role defined at the next level in the hierarchy. This process continues till the approval is received from all levels in the hierarchy. Once users at all levels approve the dispute request, the dispute adjustments are created. However, if an approver at any level in the hierarchy rejects the request, the dispute adjustments are not created.

The approval hierarchy is controlled by the threshold amount. For example, you define an approval profile called A1 with two levels of approval - First Level (Threshold Amount: 300, To Do Role: Manager) and Second Level (Threshold Amount: 500, To Do Role: Senior Manager). Now, if the total dispute amount is equal to 300 or less than 500, then the approval is required only from the first level in the hierarchy and not from the second level in the hierarchy. However, if the total dispute amount is equal to or greater than 500, then the approval is required from the first level and then from the second level in the hierarchy. But, if the total dispute amount is less than 300, then the approval is not required from any levels in the hierarchy. The system will automatically approve the dispute request and create the dispute adjustments.

The system supports both single-level and multi-level approval process while approving dispute request. If the Hierarchical Approval check box is selected while defining a dispute request type, the approval hierarchy defined in the approval profile is followed based on the threshold limit. However, if the Hierarchical Approval check box is not selected while defining a dispute request type, the approval is required only from the approval level where the total dispute amount falls within the threshold limit. Let us understand this with the help of some examples.

Dispute Request Type Approval Profile Approval Hierarchy Hierarchical Approval
D1 Dispute Analyst

Credit Hierarchy

Threshold Amount To Do Role
$500 Senior Analyst
$750 Manager
$1500 Senior Manager
Yes
D2 Dispute Analyst

Credit Hierarchy

Threshold Amount To Do Role
$500 Senior Analyst
$750 Manager
$1500 Senior Manager
No
D3 Dispute Analyst

Debit Hierarchy

Threshold Amount To Do Role
$100 Senior Analyst
$200 Manager
$300 Senior Manager
Yes
D4 Dispute Analyst

Debit Hierarchy

Threshold Amount To Do Role
$100 Senior Analyst
$200 Manager
$300 Senior Manager
No

The following table indicates how the system will behave in different dispute scenarios:

Dispute Request Dispute Request Type Total Refund Amount ($) Comments
DR1 D1 200 This dispute request is automatically approved by the system because the total dispute amount is less than $500.
DR2 D1 750

The To Do is sent for approval to the following users in the specified order:

  1. Users with the Senior Analyst To Do role

  2. Users with the Manager To Do role

This is because the total dispute amount is either equal to $750 or less than $1500 and hierarchical approval is required.
DR3 D1 2000

The To Do is sent for approval to the following users in the specified order:

  1. Users with the Senior Analyst To Do role

  2. Users with the Manager To Do role

  3. Users with the Senior Manager To Do role

This is because the total dispute amount is greater than $1500 and hierarchical approval is required.
DR4 D2 200 This dispute request is automatically approved by the system because the total dispute amount is less than $500.
DR5 D2 750 The To Do is sent for approval to users with the Manager To Do role. This is because the total dispute amount is either equal to $750 or less than $1500 and hierarchical approval is not required.
DR6 D2 2000 The To Do is sent for approval to users with the Senior Manager To Do role. This is because the total dispute amount is greater than $1500 and hierarchical approval is not required.
DR7 D3 90 This dispute request is automatically approved by the system because the total dispute amount is less than $100.
DR8 D3 250

The To Do is sent for approval to the following users in the specified order:

  1. Users with the Senior Analyst To Do role

  2. Users with the Manager To Do role

This is because the total dispute amount is either equal to $200 or less than $300 and hierarchical approval is required.
DR9 D3 500

The To Do is sent for approval to the following users in the specified order:

  1. Users with the Senior Analyst To Do role

  2. Users with the Manager To Do role

  3. Users with the Senior Manager To Do role

This is because the total dispute amount is greater than $300 and hierarchical approval is required.
DR10 D4 90 This dispute request is automatically approved by the system because the total dispute amount is less than $100.
DR11 D4 250 The To Do is sent for approval to users with the Manager To Do role. This is because the total dispute amount is either equal to $200 or less than $300 and hierarchical approval is not required.
DR12 D4 500 The To Do is sent for approval to users with the Senior Manager To Do role. This is because the total dispute amount is greater than $300 and hierarchical approval is not required.

The Dispute Request Type screen allows you to define, edit, delete, and copy a dipsute request type. This screen consists of the following zones:

Related Topics

For more information on... See...
How to define a dispute request type Defining a Dispute Request Type
How to edit a dispute request type Editing a Dispute Request Type
How to copy a dispute request type Copying a Dispute Request Type
How to delete a dispute request type Deleting a Dispute Request Type
How to view the details of a dispute request type Viewing the Dispute Request Type Details

Parent topic: Dispute Request