9 Accounts Receivable

You can manage accounts receivable in Oracle Communications Billing Care. Accounts receivable (or A/R) tracks the money that customers owe to your company for services performed or merchandise sold.

To work with accounts receivable information, see the following topics:

• Working with Adjustments

• Working with Disputes

• Working with Settlements

• Working with Refunds

• Working with Write-Offs

• Transferring Negative Balances to Another Bill

Working with Adjustments

An adjustment is a transaction that credits or debits a customer's account by changing:

• The amount due for a bill, which is currency.

• The minutes, tokens, loyalty points, and so on, which are noncurrency.

If you want to work with multiple customer bills or items, you may want to make adjustments on the account level.

Note:

You cannot perform account adjustments to wholesale child accounts.

For more information on Adjustments, see:

• Making a Currency Adjustment

• Allocating Currency Adjustments

• Allocating an Adjustment to a Specific Bill Unit or Specific Items

• Adjusting a Bill

• Adjusting an Item

• Adjusting an Event

• Adjusting Multiple Events for an Account

• Adjusting a Noncurrency Resource

• Viewing Account Adjustment Details

• Viewing Item Adjustment Details

• Viewing Event Adjustment Details

To review and manage A/R information in Billing Care, you need the appropriate permissions.

Making a Currency Adjustment

Note:

You cannot adjust loan sub-balances in a currency balance.

To make a currency adjustment:

1. Navigate to the account page. For information about searching for an account and viewing the account page, see "Finding an Account".

2. On the account page, from the Actions menu, select Account Receivables and then select Adjust Currency Balance.

   The Account Adjustment dialog box appears. See "Account Adjustment Dialog Box" for details.

3. Choose whether to enter an adjustment by Amount or Percentage.

   Enter the value in the corresponding field.

   To increase the amount due, enter a negative number.

4. For Effective, select a date.

5. (Optional) Select Exclude taxes from the adjustment.

6. From the list, select a reason.

7. (Optional) Enter a note.

8. Do one of the following:

   • Click Continue to manually allocate to make the adjustment and to allocate the adjustment.

   • Click Save to make the adjustment without allocating.

See "Allocating Currency Adjustments" for information about allocating adjustments.

Account Adjustment Dialog Box

Use the Account Adjustment dialog box to make an adjustment on the account level.

Table 9-1 Account Adjustment Dialog Box

Field	Description
Selected Bill Unit	For accounts with multiple bill units, select a bill unit. If an account has only one bill unit, the field is read only.
Amount	Enter an amount for the adjustment. This field is applicable only when Percentage is not specified.
Percentage	Enter a percentage for the adjustment. This field is applicable only when Amount is not specified.
Effective	Select a date.
Exclude taxes from the adjustment	(Optional) Select if appropriate.
Select a reason	Select the reason that most closely matches the situation.
Notes	(Optional) Enter notes.
Continue to manually allocate	Click to save and continue allocating the adjustment.
Save	Click to save the information you entered without allocating the adjustment. You can allocate the adjustment later.

Allocating Currency Adjustments

To allocate currency adjustments:

1. On the account page, from the Actions menu, select Account Receivables and then select Allocate Currency Adjustments.

   You can also allocate an adjustment while making the adjustment.

   If more than one unallocated adjustment exists, the All Unallocated Adjustments dialog box appears first. Otherwise, the Allocate Adjustment dialog box appears.

2. In the All Unallocated Adjustments dialog box, select the adjustment you want to work with.

3. Click Allocate.

   The Allocate Adjustment dialog box appears.

   Tip:

   To see more details about the bill or to allocate to a specific bill unit, item, or service, turn on the Advanced View switch. See "Allocating an Adjustment to a Specific Bill Unit or Specific Items".

4. Select a bill by double-clicking.

   The amount available for allocation is automatically applied to the balance.

   Tip:

   Press Shift+select to contiguously select Allocate cells.

5. (Optional) Select an allocation cell and enter a specific amount to allocate.

6. (Optional) Continue allocating funds to other bills by entering the amount to allocate for each bill.

7. To increase the unallocated amount in a bill, enter a negative number preceded by a minus symbol (-).

8. (Optional) Click Adjustment Details for more information about an adjustment.

9. Click Save to complete the adjustment allocation, or click Save, select another adjustment to allocate more unallocated adjustments.

10. (Optional) Click Export to save the allocated currency details to a CSV file. To customize the exported data, click Columns and select the required columns from the list.

Allocating an Adjustment to a Specific Bill Unit or Specific Items

You allocate adjustments to distribute the adjustment amount among multiple bills or bill units of an account. If the account has multiple bill units, you can allocate adjustments to specific items.

To allocate an adjustment to a specific bill units or items:

1. On the account page, from the Actions menu, select Account Receivables and select Allocate Currency Adjustments.

   If there is only one unallocated adjustment, the Allocate Adjustment dialog box appears, and you can skip the next step. If there is more than one unallocated adjustment, the All Unallocated Adjustments dialog box appears.

2. In the All Unallocated Adjustments dialog box, select the adjustment you want to work with, and click Allocate.

   The Allocate Adjustment dialog box appears. See "Allocate Adjustment Dialog Box" for details.

3. Turn on Advanced View.

4. (Optional) In the search bar, enter text to view the items of interest.

5. Double-click the item row that you want to allocate the adjustment to.

   Tip:

   Press Shift+click to contiguously select Allocate cells.

6. (Optional) Double-click an allocation cell and enter a specific amount to allocate.

7. (Optional) Click Adjustment Details for more information about an adjustment.

8. Click Save to complete the adjustment allocation, or click Save, select another adjustment to allocate more unallocated adjustments.

Allocate Adjustment Dialog Box

Use the Allocate Adjustment dialog box to allocate an adjustment to one or more bills. There are two views for allocating adjustments:

Table 9-2 Allocate Adjustment Dialog Box

View	Description
Simple view	Includes the headings Bill Unit, Bill ID, Due Date, Balance, and Allocate. In this view, you can sort the columns.
Advanced view	Includes the above headings and additionally Account, Name, Bill Unit, Service, and Item. In this view, you can: Filter the list of bills using any value that appears in the table. Allocate payments to specific items.
Export	Click to export allocated adjustment details to a CSV file. To customize the exported data, click Columns and select the columns from the list.

Adjusting a Bill

From the Bills tab, you can adjust and allocate the bill you are working with.

Note:

The Actions menu () is disabled for written-off bills. No adjustments can be made to written-off bills.

To adjust a bill from the Bills tab:

1. On the account page, click the Bills tab.

   In the Bills tab, select the bill you want to work with using the Switch Bills menu.

2. From the Actions menu (), select Adjust Bill.

   Bill Adjustment dialog box appears. See "Bill Adjustment Dialog Box" for details.

3. Choose whether to enter an adjustment by Amount or Percentage.

   Enter the value in the corresponding field.

   To increase the amount due, enter a negative number.

4. For Effective, select a date.

5. (Optional) Select Exclude taxes from the adjustment.

6. From the list, select a reason.

7. (Optional) Enter a note.

8. Do one of the following:

   • To have the allocation distributed automatically, click Auto Allocate.

   • To specify allocation amounts, click Continue to manually allocate, and enter the amounts to allocate in the Allocate Adjustment dialog box.

Bill Adjustment Dialog Box

Use the Bill Adjustment dialog box to adjust a bill.

Table 9-3 Bill Adjustment Dialog Box

Field	Description
Amount	Enter an amount for the adjustment. This field is applicable only when Percentage is not specified.
Percentage	Enter a percentage for the adjustment. This field is applicable only when Amount is not specified.
Effective	Select a date.
Exclude taxes from the adjustment	(Optional) Select if appropriate.
Select a reason	Select the reason that most closely matches the situation.
Notes	(Optional) Enter notes.
Continue to manually allocate	Click to specifically allocate items.
Auto Allocate	Click to save adjustment and to allocate the adjustment evenly to all items.

Adjusting an Item

You can adjust account or bill unit charges on the item level. You can adjust service charges on the item level or on the event level.

To adjust an item:

1. On the account page, click the Bills tab.

2. In the Bills tab, select the bill you want to work with using Switch Bills.

3. In the My Charges area, select an account or a service charge.

   If you have selected an account charge, the Account Charges pane appears at the right.

   If you have selected a service charge, the Charges by service pane appears at the right.

4. Click the Actions menu () adjacent to a Charge description.

5. Click New Adjustment.

   The Item Adjustment dialog box opens. See "Item Adjustment Dialog Box" for details.

6. For Adjustment, enter the amount or percent to adjust.

7. For Effective, select a date.

8. (Optional) Select Exclude taxes from the adjustment.

9. Select a reason.

10. (Optional) Enter notes.

11. Click Save.

Item Adjustment Dialog Box

Use the Item Adjustment dialog box to adjust an item.

Table 9-4 Item Adjustment Dialog Box

Field	Description
Amount	Enter an amount for the adjustment. This field is applicable only when Percentage is not specified.
Percentage	Enter a percentage for the adjustment. This field is applicable only when Amount is not specified.
Effective	Select a date.
Exclude taxes from the adjustment	(Optional) Select if appropriate.
Select a reason	Select the reason that most closely matches the situation.
Notes	(Optional) Enter notes.
Save	Click to save and close.

Adjusting an Event

To adjust an event:

1. Open a bill.

2. In the My Charges area, select a service charge.

   The Charges by service pane appears at the right.

3. In the charge, click the link to an amount.

   For example, in this figure, you would click 9.95.

   
   Description of the illustration event_adjust_redwood.png

   The Events dialog box appears.

4. Select the event you want to adjust and then click Adjust Selected.

   The Event Adjustment dialog box appears. See "Event Adjustment Dialog Box" for details.

5. From the What to Adjust list, select one of the following:

   • Amount and tax

   • Amount only

   • Tax only

6. Choose whether to enter an adjustment by Amount or Percentage.

   Enter the value in the corresponding field.

   To reduce the balance, enter a positive number. To increase the balance, enter a negative number such as -10.

7. In the Effective field, select or enter a date.

8. From the list, select a reason.

9. (Optional) Enter a note.

10. Click Save.

Event Adjustment Dialog Box

Use the Event Adjustment dialog box to adjust the amount to charge a customer for an event. You can adjust the amount and tax.

Table 9-5 Event Adjustment Dialog Box

Field	Description
Events	Click to return to the Events dialog box.
What to Adjust	Select one of the following: Amount and tax: Adjusts the amount for the events and the tax levied on the amount. Amount only: Adjusts the amount on the events. Tax only: Limits the adjustment to the tax levied on the events.
How to Apply Adjustment Amount	Select one of the following: Apply amount equally per event: The adjustment amount is applied to each event equally. For example, if the adjustment amount is $5, $5 is applied to the first event, $5 to the second event, $5 to the third event, and so on. Apply to events in order until amount is used up: The total adjustment amount is applied to the first event and each subsequent event until the adjustment amount runs out. For example, assume Event A is for $6, Event B is for $8, and Event C is for $10. If the adjustment amount is $10, $6 is applied to Event A, $4 is applied to Event B, and $0 is applied to Event C. Note: This field appears only if you have selected multiple events to adjust.
Amount or Percentage	Enter an adjustment amount or a percentage.
Effective	Select or enter a date, when the adjustment takes effect. See "About Date and Time Formats" for more information on the format for entering the date and time. You can backdate the adjustment.
Number of selected events	Displays the number of events that can be adjusted. Note: This field appears only if you have selected multiple events to adjust.
Available to adjust	Displays the sum of all events that can be adjusted.
Adjustment (for N events)	Displays the sum of all event adjustments that will be applied.
Due after adjustment	Displays the net amount due after adjustments are applied. Due after adjustment = Available to adjust – Adjustment (for N events)
Select a reason	Select the reason that most closely matches the situation.
Enter notes here	(Optional) Enter notes.
Save or Cancel	Click Save to save your changes or click Cancel to close the dialog box without saving your changes.

Adjusting Multiple Events for an Account

When you adjust multiple events for an account at the same time, you can specify how to apply the adjustment to each event. You can specify to apply:

• The same adjustment amount, such as $20, to each event that you have selected. For example, if you have selected four events, Billing Care would apply a $20 adjustment to each of the four events.

• The total adjustment amount to the events you have selected, in order, until it runs out. For example, assume you want to apply a $70 adjustment to these events: Event A ($50), Event B ($30), and Event C ($40). In this case, Billing Care would apply an adjustment of $50 to Event A, $20 to Event B, and $0 to Event C.

  Note:

  If you specify to increase the balance by applying a negative adjustment, such as -$50, Billing Care applies the adjustment, in order, up to the credit limit amount.

To adjust multiple events in an account at the same time:

1. Open the account for which you want to adjust multiple events.

2. In the Bills tab, select the bill you want to work with using the Switch Bills menu.

3. In the My Charges area, select a service charge.

   The Charges by service pane appears on the right.

4. Click the link to an amount.

   The Events dialog box appears.

5. In the Events dialog box, select multiple events to adjust and then click Adjust Selected.

   The Event Adjustment dialog box appears. See "Event Adjustment Dialog Box" for details.

6. From the What to Adjust list, select one of the following:

   • Amount and tax

   • Amount only

   • Tax only

7. From the How to Apply Adjustment Amount list, select one of the following:

   • Apply amount equally per event

   • Apply to events in order until amount is used up

8. In the Adjustment field, enter the adjustment amount or percentage.

   To reduce the balance, enter a positive number. To increase the balance, enter a negative number such as -10.

9. In the Effective field, select or enter a date.

10. From the list, select a reason.

11. (Optional) Enter a note.

12. Click Save.

Adjusting a Noncurrency Resource

You can adjust a noncurrency resource by creating an adjustment or adjusting an existing sub-balance.

• Creating a Noncurrency Adjustment
• Applying Filters for Sub-Balances in Balance Bucket
• Modifying an Existing Sub-Balance
• Modifying Credit Control Properties

Note:

When you create a new adjustment, Billing Care checks whether it can be added to any existing sub-balance based on the validity period and grantor options. If not, Billing Care creates a new sub-balance.

Creating a Noncurrency Adjustment

To create a noncurrency adjustment:

1. On the account page, click the Home tab, and then select the Account History area or the area for a bill unit.

   By default, in the Balances area, the balances for all services appear.

2. In the Balances list, select the service that has the noncurrency balance you want to adjust.

   The names of the services and the related balances appear below the menu.

3. Click the noncurrency balance.

   The Noncurrency Balance Details dialog box appears with the name of the noncurrency balance. For example "Free Seconds". See "Noncurrency Balance Details Dialog Box" for details.

4. Click New adjustment.

   The Non-Currency Adjustment dialog box appears. See "Non-Currency Adjustment Dialog Box" for details.

5. For Adjustment, enter the amount to adjust.

6. (Optional) For From, enter a date from which the noncurrency adjustment will be valid.

7. (Optional) For To, enter a date or leave it as never ends. This denotes the until which the noncurrency adjustment will be valid.

8. Select a reason.

9. (Optional) Enter notes.

10. Click Save.

Non-Currency Adjustment Dialog Box

Use the Non-Currency Adjustment dialog box to make a noncurrency adjustment.

Table 9-6 Non-Currency Adjustment Dialog Box

Field	Description
Adjustment	Enter an amount.
Valid from	Enter a date.
Valid to	Enter a date.
Select a reason	Select the reason that most closely matches the situation.
Enter notes here	(Optional) Enter notes.
Save	Click to save and close.

Applying Filters for Sub-Balances in Balance Bucket

To limit the number of sub-balances displayed:

1. On the account page, click the Home tab, and then select the Account History section or the section for a bill unit.

   By default, in the Balances section, the balances for all services appear.

2. In the Balances list, select the service that has the noncurrency balance you want to adjust.

   The name of the services and the related balances appear below the menu.

3. Click the noncurrency balance.

   The dialog box with noncurrency balance details appears. See "Noncurrency Balance Details Dialog Box" for details.

4. Click Filter.

   The Filter dialog box appears.

5. Enter any desired filter criteria:
   • For Valid from, enter or select a date.
   • For Valid to, enter or select a date, or leave it as never ends.
   • From the Status list, select Open, Expired, or Future.

   Tip:

   • You must provide an input for at least one of these fields to apply the filter.
   • Click Clear Filter to clear all the applied filters.

6. Click Update.

Modifying an Existing Sub-Balance

To modify an existing sub-balance:

1. On the account page, click the Home tab, and then select the Account History area or the area for a bill unit.

   By default, in the Balances area, the balances for all services appear.

2. In the Balances list, select the service that has the noncurrency balance you want to adjust.

   The names of the services and the related balances appear below the menu.

3. Click the noncurrency balance.

   The dialog box with noncurrency balance details appears. See "Noncurrency Balance Details Dialog Box" for details.

4. (Optional) To adjust the sub-balance:

   1. From the Action menu (), select Adjust bucket for the appropriate sub-balance.

      The row expands to display the Adjust bucket drawer.

   2. In Adjustment amount, enter the amount of the adjustment.

   3. Select a reason.

   4. (Optional) Enter notes.

5. (Optional) To change the validity for a sub-balance:

   1. From the Action menu (), select Change validity for the appropriate sub-balance.

      The row expands to display the current validity end period for the sub-balance.

   2. From the Valid to list, select one of the following:

      • Calendar: To select a date and time.

      • Never ends: To have the sub-balance never expire.

6. Click Save.

   Note:

   If the input is invalid, the Save button is disabled, and an error message pops up. You can change the inputs accordingly to fix the error and proceed.

Modifying Credit Control Properties

To update the credit control properties for a noncurrency resource:

1. On the account page, click the Home tab, and then select the Account History area or the area for a bill unit.

   By default, in the Balances area, the balances for all services appear.

2. In the Balances list, select the service that has the noncurrency balance you want to adjust.

   The name of the services and the related balances appear below the menu.

3. Click the noncurrency balance.

4. In the Credit Control section, click Edit.

   The credit control fields become editable. See "Credit Control Section" for details.

5. Enter or select the values for the items you want to modify:

   • For Limit allowed, enter a value or leave it empty.
   • For Dynamic Floor, select if you want the credit floor to be determined dynamically.

   • For Floor, enter a lower credit limit amount for the balance.

     This can be set only if the Dynamic Floor field is not selected.

   • For Fixed Thresholds, enter the fixed threshold value at which you need to send the notification to customers.

     This value must be greater than the floor.

   • For Thresholds, select the desired percentage value.

   • For Credit limit check, select whether to enforce or override the credit limit.

6. Click Save.

Viewing Account Adjustment Details

To view account adjustment details:

1. In the account page, click Unallocated A/R in the Home tab.

   If more than one unallocated adjustment exist, the All Unallocated Adjustments dialog box appears first. Otherwise, the Allocate Adjustment dialog box appears.

2. In the All Unallocated Adjustments dialog box, select the adjustment you want to view and click Allocate.

   The Allocate Adjustment dialog box appears.

3. Click Adjustment Details.

   The Account Adjustment Details dialog box appears. See "Account Adjustment Details Dialog Box" for more details.

4. (Optional) Click the comment icon (), add a comment, and then click Post.

5. (Optional) To see all items affected by an adjustment, do one of the following:

   • Click the Show all items affected link.

   • In the Allocation tab, click the link in the Items Affected column.

   The Items Affected dialog box appears where you can view details about the adjusted items.

6. (Optional) Click Export to save the account adjustment details to a CSV file.

7. Click Close.

Account Adjustment Details Dialog Box

Use the Account Adjustment Details dialog box to view or comment on an account adjustment in the Summary tab of this dialog box.

Table 9-7 Account Adjustment Details Dialog Box

Field	Description
Original Adjustment	Lists the total of allocated and unallocated amounts.
Unallocated	If listed, click the link to allocate the amount.
	(Optional) Enter notes.
Allocated	Lists information about allocated amounts. For more information, click Show all items affected or the individual items.

Viewing Item Adjustment Details

To view item adjustment details:

1. On the account page, click the Bills tab.

2. Select the bill you want to work with using the Switch Bills menu.

3. In the Service Charges area, select a service for the selected bill.

   The Charges by service pane appears on the right.

4. Select Show Charge Changes. This option appears only if an item or event has been changed.

   A dialog box pops up.

5. Click Item adjustment. This link appears only if an item has been adjusted.

   The Item Adjustment Details page appears, which shows the adjustment date and amount.

Viewing Event Adjustment Details

To view event adjustment details:

1. On the account page, click the Bills tab.

2. Select the bill you want to work with using the Switch Bills menu.

3. In the Service Charges area, select a service for the selected bill.

   The Charges by service pane appears at the right.

4. Select Show Charge Changes. This option appears only if an item or event has been changed.

   A dialog box pops up.

5. Click Event adjustment. This link appears only if an event has been adjusted.

   The Event Adjustment Details page appears, which shows the adjustment date and amount.

Viewing Bill Adjustment Details

To view bill adjustment details:

1. On the Account page, click the Bills tab.

2. Select the bill you want to work with using the Switch Bills menu.

3. Click the A/R actions link, if available.

   A dialog box appears displaying all A/R actions the bill has undergone.

4. Select the row with the bill adjustment and then click A/R Action Details.

   A dialog box appears.

5. (Optional) You can add a comment by clicking the comment icon () and then clicking Post.

6. Enter the required details.

7. (Optional) Click Export to save the bill adjustment details to a CSV file.

Working with Disputes

You create a dispute when a customer disagrees with the amount they are asked to pay. These issues require investigation before they can be resolved. Until the dispute is resolved by a settlement, the disputed amount is removed from the balance of the customer's bill.

Note:

You can open and resolve disputes for bills, items, and events.

For disputes, see:

• Disputing a Bill

• Disputing an Item

• Viewing Item Dispute Details

• Disputing an Event

• Viewing Event Dispute Details

Disputing a Bill

From the Bills tab, you can open a dispute on the bill you are working with.

Note:

You can open disputes only on bills that have money due and that do not already have another open dispute.

You cannot open or settle a dispute on a child account.

To dispute a bill:

1. On the account page, click the Bills tab.

   Select the bill you want to work with using the Switch Bills menu.

2. From the Actions menu () in the Bills tab, select Dispute Bill.

   The Dispute Bill dialog box appears. See "Dispute Bill Dialog Box" for details.

3. In the Dispute field, enter the amount you want to dispute.

   The due amount, the disputed amount, and the amount available for disputing are calculated and displayed on the page.

4. For Effective, select a date.

5. (Optional) Select Exclude taxes from the dispute.

6. Select a reason for disputing from the list.

7. (Optional) Enter a note.

8. Click Save.

Dispute Bill Dialog Box

Use the Dispute Bill dialog box to dispute at the bill level.

Table 9-8 Dispute Bill Dialog Box

Field	Description
Dispute	Enter an amount.
Due	Amount that is due for the bill.
Effective	Select a date.
Exclude taxes from the dispute	(Optional) Select if appropriate.
Select a reason	Select a reason.
Enter notes here	(Optional) Enter notes.

Disputing an Item

To dispute an item:

1. On the account page, click the Bills tab.

2. Select the bill you want to work with using the Switch Bills menu.

3. In the Service Charges area of the Bills tab, select a service for the selected item.

   The Charges by service pane appears for the selected service.

4. Click the charge's Action menu () and select Open Item Dispute.

   The Dispute Item dialog box appears. See "Dispute Item Dialog Box" for details.

5. Enter the amount to be disputed in the Dispute field.

6. For Effective, select a date. By default, the current date is selected.

7. (Optional) Select Exclude taxes from the dispute.

8. Select a reason for the dispute.

9. (Optional) Enter any notes about the dispute.

10. Click Save.

Dispute Item Dialog Box

Use the Dispute Item dialog box to dispute items. You can dispute the amount and tax.

Table 9-9 Dispute Item Dialog Box

Field	Description
Dispute	Enter an amount.
Due	Amount that is due for the bill.
Effective	Select a date.
Exclude taxes from the dispute	(Optional) Select if appropriate.
Select a reason	Select the reason that most closely matches the situation.
Enter notes here	(Optional) Enter notes.

Viewing Item Dispute Details

To view item dispute details:

1. On the account page, click the Bills tab.

   Tip:

   You can access details of settled or unsettled item disputes through News Feed in the Home tab. You can find these details in Notes that pop-up on top of the chart, A/R Actions in the Bills tab, or from within the graph.

2. Select the bill you want to work with using the Switch Bills menu.

3. In the Service Charges area of the Bills tab, select a service for the selected bill.

   The Charges by service pane appears at the right.

4. Click Show Charge Changes. This option appears only if there are any open settled or unsettled item disputes.

   The Cycle forward dialog box appears and displays any open settled or unsettled item disputes.

5. Do one of the following:

   1. To view a settled item dispute, click the appropriate settled item dispute.

      The Settle Item Dispute dialog box appears and displays the item dispute that is settled. See "Settle Item Dispute Dialog Box" for details.

   2. To view an unsettled item dispute, click the appropriate unsettled item dispute.

      The Settle Item Dispute dialog box appears and displays the item dispute that is not settled. See "Settle Item Dispute Dialog Box" for details.

Disputing an Event

To dispute an event:

1. On the account page, click the Bills tab.

2. In the Bills tab, select the bill you want to work with using the Switch Bills menu.

3. In the Service Charges area of the Bills tab, select a service for the selected item.

   The Charges by service pane appears for the selected service.

4. Select a charge by clicking on the amount.

   The Events dialog box appears.

5. Select the required event(s) and click Dispute Selected.

   The Dispute Event dialog box appears. See "Dispute Event Dialog Box" for details.

   Note:

   You cannot open multiple disputes on the same event.

6. In the What to Dispute field, select one of the following:

   • Amount and tax

   • Amount only

   • Tax only

7. Enter the Amount or Percentage.

8. For Effective, select a date. By default, this is set to the current date.

9. Select a reason for the dispute.

10. Enter any notes about the dispute.

11. Click Save.

Dispute Event Dialog Box

Use the Dispute Event dialog box to dispute events. You can dispute the amount and tax.

Table 9-10 Dispute Event Dialog Box

Field	Description
What to Dispute	Select Amount and tax, Amount only or, Tax only.
Amount and tax	Select to adjust both the amount for the events and the tax levied on the amount.
Amount only	Select to adjust the amount on the events.
Tax only	Select to limit the adjustment to the tax levied on the events.
Amount or Percentage	Enter an amount or percentage.
Due	Amount that is due for the bill.
Effective	Select a date.
Select a reason	Select the reason that most closely matches the situation.
Enter notes here	(Optional) Enter notes.

Viewing Event Dispute Details

You can view event dispute details from the Bills tab, through Newsfeed in the Home tab, Notes pop up on top of the chart, A/R Actions in the Bills tab, or from within the graph.

To view event dispute details through the Bills tab:

1. On the account page, click the Bills tab.

2. Select a bill you want to work with using the Switch Bills menu.

3. In the Service Charges area of the Bills tab, select a service for the selected bill.

   The Charges by service pane appears.

4. Select a charge amount.

   The Events dialog box appears. This displays the event disputes and any unsettled event disputes.

   You can also select the unsettled event disputes and settle them. For more information, see "Settling an Event Dispute".

Working with Settlements

You work with settlements when a dispute has to be resolved by the customer, after investigation. You can view settlements made to resolve your disputes using the Billing Care interface. These are generally divided into three levels:

• Item Dispute Level

• Bill Dispute Level

• Event Dispute Level

For settlements, see:

• Settling a Bill Dispute

• Settling an Item Dispute

• Settling an Event Dispute

• Viewing Settled Bill Dispute Details

• Viewing Settled Item Dispute Details

• Viewing Settled Event Dispute Details

Settling a Bill Dispute

You can settle disputes on bills that have an open dispute.

To settle a dispute on a bill:

1. On the account page, click the Bills tab, then select the bill you want to work with using the Switch Bills menu.

2. From the Actions menu () in the Bills tab, select Settle Bill Dispute. This option appears only if a bill has been disputed.

   The Settle Bill Dispute dialog box appears. See "Settle Bill Dispute Dialog Box" for details.

3. Select one of the following:

   • Grant in full

   • Grant partial amount

   • Deny

4. If you select Grant partial amount, enter the amount.

5. For Effective, select a date.

6. (Optional) Select Exclude taxes from the dispute.

7. (Optional) To get a list of the open disputes for this account, select Other open disputes.

8. (Optional) Click the comment icon () and enter a comment.

9. Click Save.

Settle Bill Dispute Dialog Box

Use the Settle Bill Dispute dialog box to settle a dispute at the bill level.

Table 9-11 Settle Bill Dispute Dialog Box

Field	Description
Grant in full	Select to allow full amount of dispute.
Grant partial amount	Select to allow a partial amount. Enter the amount.
Deny	Do not allow dispute. Return disputed amount to bill.
Effective	Select a date.
Exclude taxes from the dispute	(Optional) Select if appropriate.
Other open disputes	The total amount of all other disputes. (Optional) Click to view other open disputes. Your company may have policies regarding how many disputes can be granted.
	(Optional) Click to enter a comment.
Due	Amount that is due for the bill.
This dispute	The current dispute amount.
Item	The name of the disputed item at the bill level.
Settled Tax Amount	Total tax amount paid as part of any AR action/payment.
Settled Taxed Amount	Total charge amount settled (taxed) paid as part of AR/payment.
Settled Non-Taxed Amount	Total charge amount (non-taxed) as part of AR/payment.

Settling an Item Dispute

You can settle disputes on items that have an open dispute.

To settle an item dispute:

1. On the account page, click the Bills tab.

   Tip:

   You can also access the settled item dispute details through Newsfeed in the Home tab or A/R Actions in the Bills tab.

2. Select the bill you want to work with using the Switch Bills menu.

3. In the Service Charges area of the Bills tab, select a service for the selected bill.

   The Charges by service pane appears.

4. Click Show Charge Changes. This option appears if there are any open settled or unsettled item disputes.

   The Cycle forward dialog box appears and displays any open settled or unsettled item disputes.

5. Click Unsettled Item Dispute.

   The Settle Item Dispute dialog box appears. See "Settle Item Dispute Dialog Box" for details.

6. Select one of the following:

   • Grant in full

   • Grant partial amount

   • Deny

7. If you select Grant partial amount, enter the amount.

8. For Effective, select a date.

9. (Optional) To get a list of the open disputes for this account, select Other open disputes.

10. (Optional) Click the comment icon () and enter a comment.

11. Click Save.

Settle Item Dispute Dialog Box

Use the Settle Item dialog box to settle item disputes.

Table 9-12 Settle Item Dispute Dialog Box

Field	Description
Grant in full	Select to allow full amount of dispute.
Deny	Select to deny the dispute. The disputed amount is returned to the bill.
Effective	Select a date.
Due	Amount that is due for the bill.
This dispute	The current dispute amount.
Other open disputes	(Optional) Click to view other open disputes.
	(Optional) Click to enter a comment.
Item	The name of the disputed item.
Settled Tax Amount	Total tax amount paid as part of any AR action/payment.
Settled Taxed Amount	Total charge amount settled (taxed) paid as part of AR/payment.
Settled Non-Taxed Amount	Total charge amount (non-taxed) as part of AR/payment.

Settling an Event Dispute

You can settle disputes on events that have an open dispute.

To settle an event dispute:

1. On the account page, click the Bills tab.

   Tip:

   You can access details of settled or unsettled item disputes through Newsfeed in the Home tab. You can find these details in Notes that pop-up on top of the chart, A/R Actions in the Bills tab, or from within the graph.

2. Select the bill you want to work with using the Switch Bills menu.

3. In the Service Charges area of the Bills tab, select a service for the selected bill.

   The Charges by service pane appears.

4. Click Show Charge Changes. This option appears if there are any open settled or unsettled event disputes.

   The Cycle forward dialog box appears and displays any open settled or unsettled event disputes.

5. Click an Unsettled Event Dispute.

   The Settle Event Dispute dialog box appears. See "Settle Event Dispute Dialog Box" for details.

6. Select one of the following:

   • Grant in full

   • Grant partial amount

   • Deny

7. If you select Grant partial amount, enter the amount.

8. For Effective, select a date.

9. (Optional) To get a list of the open disputes for this account, select Other open disputes.

10. (Optional) Click the comment icon () and enter a comment.

11. Click Save.

Settle Event Dispute Dialog Box

Use the Settle Event dialog box to settle event disputes.

Table 9-13 Settle Event Dispute Dialog Box

Field	Description
Grant in full	Select to allow full amount of dispute.
Grant partial amount	Select to allow a partial amount. Enter the amount.
Deny	Do not allow dispute. Return disputed amount to bill.
Effective	Select a date.
Due	Amount that is due for the bill.
Dispute	The current dispute amount.
Other open disputes	The total amount of all other disputes. (Optional) Click to view other open disputes.
Due after dispute	Amount that is due after the event is settled.
	(Optional) Click to enter a comment.
Item	The name of the disputed item at the event level.
Settled Tax Amount	Total tax amount paid as part of any AR action/payment.
Settled Taxed Amount	Total charge amount settled (taxed) paid as part of AR/payment.
Settled Non-Taxed Amount	Total charge amount (non-taxed) as part of AR/payment.

Viewing Settled Bill Dispute Details

To view settled bill dispute details:

1. On the account page, click the Bills tab.

   Tip:

   You can access details of settled or unsettled item disputes through News Feed in the Home tab. You can find these details in Notes that pop-up on top of the chart, A/R Actions in the Bills tab, or from within the graph.

2. Select the bill you want to work with using the Switch Bills menu.

3. In the Service Charges area of the Bills tab, select a service for the selected bill.

   The Charges by service pane appears.

4. Click Show Charge Changes. This option appears only if there are any open settled or unsettled item disputes.

   The Cycle forward dialog box appears and displays any open settled or unsettled item disputes.

5. Click the appropriate settled bill dispute. The Settled Bill Dispute dialog box appears and displays the bill dispute that is settled. See "Settled Bill Dispute Detail Dialog Box" for details.

Settled Bill Dispute Detail Dialog Box

Use the Settled Bill dialog box to view settled bill disputes.

Table 9-14 Settled Bill Dispute Dialog Box

Field	Description
Opened	The date the dispute was raised.
Dispute ID	The dispute ID.
Settled	The date the dispute was settled.
Settlement ID	The settlement ID.
Settled amount	The settled amount.
	(Optional) Click to enter a comment.
Allocation	The table displays how the adjustment or payment has been allocated to the disputed bill’s taxes. The table includes the following columns: Item: The name of the disputed bill. Settled Tax Amount: The tax amount settled by this adjustment. Settled Taxed Amount: The amount of the adjustment that is taxable. Settled Non-Taxed Amount: The amount of the adjustment that is not taxable.

Viewing Settled Item Dispute Details

To view settled item dispute details:

1. On the account page, click the Bills tab.

   Tip:

   You can access details of settled or unsettled item disputes through Newsfeed in the Home tab. You can find these details in Notes that pop-up on top of the chart, A/R Actions in the Bills tab, or from within the graph.

2. Select the bill you want to work with using the Switch Bills menu.

3. In the Service Charges area of the Bills tab, select a service for the selected bill.

   The Charges by service pane appears.

4. Click Show Charge Changes. This option appears only if there are any open settled or unsettled item disputes.

   The Cycle forward dialog box appears and displays any open settled or unsettled item disputes.

5. Click the appropriate settled item dispute.

   The Settled Item Dispute dialog box appears and displays the item dispute that is settled. See "Settled Item Dispute Dialog Box" for details.

Settled Item Dispute Dialog Box

Use the Settled Item dialog box to view settled item disputes.

Table 9-15 Settled Item Dispute Dialog Box

Field	Description
Opened	The date the dispute was raised.
Dispute ID	The dispute ID.
Settled	The date the dispute was settled.
Settlement ID	The settlement ID.
Settled amount	The settled amount.
	(Optional) Click to enter a comment.
Allocation	The table displays how the adjustment or payment has been allocated to the disputed item’s taxes. The table includes the following columns: Item: The name of the disputed item. Settled Tax Amount: The tax amount settled by this adjustment. Settled Taxed Amount: The amount of the adjustment that is taxable. Settled Non-Taxed Amount: The amount of the adjustment that is not taxable.

Viewing Settled Event Dispute Details

To view settled event dispute details:

1. On the account page, click the Bills tab.

   Tip:

   You can access details of settled or unsettled item disputes through Newsfeed in the Home tab. You can find these details in Notes that pop-up on top of the chart, A/R Actions in the Bills tab, or from within the graph.

2. Select a bill you want to work with using the Switch Bills menu.

3. In the Service Charges area of the Bills tab, select a service for the selected bill.

   The Charges by service pane appears.

4. Select a charge amount. The Settled Event Dispute dialog box appears. See "Settled Event Dispute Dialog Box" for details.

Settled Event Dispute Dialog Box

Use the Settled Event dialog box to view settled event disputes.

Table 9-16 Settled Event Dispute Dialog Box

Field	Description
Opened	The date the dispute was raised.
Dispute ID	The dispute ID.
Settled	The date the dispute was settled.
Settlement ID	The settlement ID.
Settled amount	The settled amount.
	(Optional) Click to enter a comment.
Allocation	The table displays how the adjustment or payment has been allocated to the disputed event’s taxes. The table includes the following columns: Item: The name of the disputed event. Settled Tax Amount: The tax amount settled by this adjustment. Settled Taxed Amount: The amount of the adjustment that is taxable. Settled Non-Taxed Amount: The amount of the adjustment that is not taxable.

Working with Refunds

You can initiate a refund to a customer whose account or bill has a credit balance.

Note:

You cannot refund to wholesale child accounts.

Depending on the payment method selected, the customer receives the refund amount later by check or as a credit to the customer's credit card account, the direct debit account, or the SEPA account.

For more information about refunds in BRM, see "About Refunds" in BRM Managing Accounts Receivable.

Caution:

Refunds cannot be reversed. You should give a refund only in strict compliance with your company's guidelines. If you refund a customer account by mistake, you can adjust the account balance for the refunded amount.

For refunds, see:

• Refunding an Account

• Refunding a Bill

Refunding an Account

To refund an account:

1. On the account page, from the Actions menu, select Accounts Receivables and then select Refunds.

   The Credit Balances Available for Refund dialog box appears and lists all the items that are eligible for refunds.

2. Do one of the following:

   To refund all items:

   1. Select Refund all.

      All the items that are eligible for refund are selected.

   2. Click Refund or Next.

      The Refund Multiple Items dialog box appears.

   To refund selected items:

   1. Select Refund selected bills.

   2. Select the items to refund.

   3. Click Refund or Next.

      The Refund Bill or Refund Multiple Items dialog box appears depending on your selection.

3. Enter the required information.

4. Click Save.

Refunding a Bill

To create a bill-level refund:

1. On the account page, click the Bills tab.

2. Select the bill you want to refund using the Switch Bills menu.

3. From the Actions menu (), select Refund Bill.

   The Refund Bill dialog box appears.

4. Enter the required information.

5. Click Save.

Note:

Billing Care only allows refunding of bills when the total amount due for the period is negative. The option is not displayed for bills with positive balances.

Working with Write-Offs

When your company determines that it will not receive payment from a customer, you may be asked to write off the amount the customer owes. You can perform a write-off for an account, a bill, or an item charge. The write-off can be performed as one event that includes both the net and tax amounts, or as two events, one for the net amount and one for the tax amount.

Caution:

A write-off can be reversed. However, you should perform a write-off only in strict compliance with your company's guidelines.

To write-off a bad debt and reverse a write-off, see:

• Writing Off an Account

• Writing Off a Bill

• Writing Off a Bill Item

• Viewing Write-Off Details

• Reversing a Write-Off

Writing Off an Account

Caution:

You can reverse a write-off only if the write-off reversal feature is enabled in your BRM database. You should perform a write-off only in strict compliance with your company's guidelines.

To write off an account:

1. On the account page, from the Actions menu, select Account Receivables and then select Write-Off Account.

   The Write Off Account dialog box appears. See "Write Off Account Dialog Box" for details.

2. For Effective, select a date.

   Note:

   Selecting a future date is not supported. However, backdating is supported.

3. (Optional) Select Inactivate account.

   This option appears only if the account status is Active.

4. (Optional) Select Separate the tax portion from the write-off.

5. Select a reason.

6. (Optional) Enter appropriate notes.

7. Click Save.

Write Off Account Dialog Box

Caution:

You should perform a write-off only in strict compliance with your company's guidelines. To reverse a write-off of an account, the account status must be inactive before you write off the account.

Use the Write Off Account dialog box to write off an account.

Table 9-17 Write Off Account Dialog Box

Field	Description
Amount	The amount to write off, that is, the amount owed on the account.
Effective	Select a date.
Account Status	Displays the account status whether it is active or not.
Inactivate account	Select to make the account inactive.
Separate the tax portion from the write-off	(Optional) Select to keep the tax amount separate.
Select a reason	Select the reason that most closely matches the situation.
Enter notes here	(Optional) Enter notes.

Writing Off a Bill

Caution:

The write-off action is permanent and cannot be reversed.

To write off a bill:

1. On the account page, click the Bills tab.

   The existing bill details are displayed.

2. Select the bill you want to write off using the Switch Bills menu.

3. From the Actions menu (), select Write Off Bill.

   The Write Off Bill dialog box appears. See "Write Off Bill Dialog Box" for details.

4. For Effective, select a date.

5. (Optional) Select Separate the tax portion from the write off.

6. Select a reason.

7. (Optional) Enter any notes.

8. Click Save.

Write Off Bill Dialog Box

Use the Write Off Bill dialog box to write off a bill.

Table 9-18 Write Off Bill Dialog Box

Field	Description
Effective	Select a date.
Separate the tax portion from the write off	(Optional) Select to keep the tax amount separate.
Select a reason	Select the reason that most closely matches the situation.
Enter notes here	(Optional) Enter notes.

Writing Off a Bill Item

Caution:

The write-off action is permanent and cannot be reversed.

To write off a bill item:

1. On the account page, click the Bills tab.

   The existing bill details are displayed.

2. Select the bill you want to work with using the Switch Bills menu.

3. In the section, select a service for the selected bill.

   The Charges by service pane appears.

4. Select a charge, click the Actions menu (), and select Write Off Item.

   The Write Off Bill Item dialog box appears. See "Writing Off Bill Item Dialog Box" for details.

5. In the Effective field, enter a date.

6. (Optional) Select Separate the tax portion from the write off.

7. Select a reason.

8. (Optional) Enter notes.

9. Click Save.

Writing Off Bill Item Dialog Box

Use the Write Off Bill dialog box to write off an item.

Table 9-19 Writing Off Bill Item Dialog Box

Field	Description
Effective	Select a date.
Separate the tax portion from the write off	(Optional) Select to keep the tax amount separate.
Select a reason	Select the reason that most closely matches the situation.
Enter notes here	(Optional) Enter notes.

Viewing Write-Off Details

You can view write-off details from Newsfeed in the Home tab, A/R Actions in the Bills tab, or from the Service Charges area in the Bill Details section. See the following topics for more information.

• Viewing Write-Off Details from the Newsfeed

• Viewing Write-Off Details from A/R Actions

• Viewing Write-Off Details from the Service Charges Area

Viewing Write-Off Details from the Newsfeed

To view write-off details from the news feed:

1. On the account page, click the Home tab.

2. Click Newsfeed in the Account History area.

   The Newsfeed page appears and displays details about A/R actions, payments, charges, and accounts. See "Newsfeed" for details.

3. To view a write-off, click Write off.

   Based on the selected write-off type, the appropriate write-off dialog box appears. The Details column specifies the write-off type.

   • If the selected write-off is for an account, the Write Off Account dialog box appears and displays details about the account.

   • If the selected write-off is for a bill, the Write Off Bill dialog box appears and displays details about the bill.

   • If the selected write-off is for an item, the Write Off Item dialog box appears and displays details about the item.

4. (Optional) Click the comment icon () and enter a comment.

5. Click Post.

Viewing Write-Off Details from A/R Actions

To view the write-off details from the A/R actions:

1. On the account page, click the Bills tab.

2. Select the bill you want to work with using the Switch Bills menu.

3. Click A/R actions in the Bills tab.

   A dialog box appears.

4. Select the required type of write-off A/R action and click A/R Action Details.

   The appropriate type of Write Off dialog box appears.

5. (Optional) Click the comment icon () and enter a comment.

6. Click Post.

Viewing Write-Off Details from the Service Charges Area

To view the write-off from the Services Charges Area:

1. On the account page, click the Bills tab.

2. Select the bill you want to work with using the Switch Bills menu.

3. In the Service Charges area, select a service for the selected bill.

   The Charges by service pane appears.

4. Click Show Charge Changes.

   The related dialog box appears with the actions that affected the item.

5. Do one of the following:

   1. To view an account write-off, click Account Write-off.

      The Write Off Account dialog box appears and displays the details about the account. See "Write Off Account Dialog Box" for details.

      Note:

      You cannot perform account write-off to wholesale child accounts.

   2. To view a bill write-off, click Bill Write-off.

      The Write Off Bill dialog box appears and displays the details about the bill. See "Write Off Bill Dialog Box" for details.

   3. To view an item write-off, click Item Write-off.

      The Write Off Item dialog box appears and displays the details about the item.

6. (Optional) Click the comment icon () and enter a comment.

7. Click Post.

Reversing a Write-Off

You can reverse a write-off on an account. However, to reverse the write-off on an account, the account status must be Inactive before you reverse the account write-off.

To reverse the account write-off:

1. On the account page, from the Actions menu, select Account Receivables.

2. Select Reverse Account Write Off.

   The Reverse Write-Off Account dialog box appears with the selected account name. See "Reverse Write Off Account Dialog Box" for details.

3. For Effective, select a date.

4. Select a reason.

5. (Optional) Enter appropriate notes.

6. Click Reverse Write-Off.

Reverse Write Off Account Dialog Box

Use the Reverse Write Off Account dialog box to reverse write-offs for an account.

Table 9-20 Reverse Write Off Account Dialog Box

Field	Description
Effective	The current date.
Reason	Select a reason that most closely matches the situation.
Enter notes here	(Optional) Enter notes.

Transferring Negative Balances to Another Bill

Your customers' bills could have a negative balance (credit) when they return a product, overpay a bill, or so on. Your customers can apply this negative balance to another bill that they owe money on. For example, if a customer's mobile phone bill has a balance of -$10, that balance could be transferred to a $50 Internet bill. In this case, the balance would become $0 for the mobile phone bill and $40 for the Internet bill.

To transfer a negative balance from one bill to another bill:

1. On the account page, click the Bills tab.

2. Select the bill that you want to work with using the Switch Bills menu.

3. From the Actions menu (), select Transfer Negative Balance.

   Note:

   The Transfer Negative Balance option is enabled only when there is a negative balance.

   The Transfer Negative Balance dialog box appears and shows the amount owed for each bill unit in the account. The table is blank if none of the bill units have a positive balance.

4. Type an amount to allocate to each bill unit in the Allocate column.

   Tip:

   To remove all amounts from the Allocate column, click Clear.

5. Optionally, click Export to save the information to a CSV file.

6. Click Save.

   If necessary, Billing Care automatically recalculates the remaining amount to be allocated.