Create Claim Investigations

Customers short pay for various reasons, for example, to claim compensation for shipping errors, pricing errors, to claim promotional earnings, and so on. Overpayment claims are created when customers over pay, though far less frequently.

A Receivables analyst receives a short pay or overpay. They create a receipt, marking invoices as paid in full, typically. The short pay is recorded as a claim investigation, which is applied on the receipt. Saving the receipt generates the claim in Channel Revenue Management, and saves the claim number in the receipt.

How to Create Non-invoice Related Deductions and Overpayments

1. From the Edit Receipt page, in the Receipt Details section, click Actions > More > Create Claim Investigation.

2. Enter the claim details in the Create Claim Investigation dialog box on the Receipt page, and save the receipt.

   Field	Description
   Receivables Activity	The receivables activity that will be used to derive accounting information for the claim.
   Claim Amount	The claim amount. Enter a negative amount to create a deduction claim, and a positive amount to create an overpayment claim.
   Application Reference Reason	Reason for the claim investigation.
   Customer Reason	You can use this field to enter a descriptive customer reason for the short pay or overpay.
   Customer Reference	Enter additional information from the receipt or the debit memo reference.

Note: Once created, deductions can be canceled only from Receivables, by clicking Unapply Application for the claim investigation line, or through the reversal of the receipt. You can't reverse the receipt or unapply the claim investigation activity if the linked deduction or overpayment is in any of these statuses: approval pending, settlement pending, netting in progress, or settled.