Elements of a Customer Claim
Here you'll learn about the elements of a customer claim.
- You can review and research a claim, assessing the claim type and reason.
- Use the General tab to enter details of the claim.
- Use the Settlement tab to details of the settlement.
- Use the Notes and Attachments tab to upload attachments and add notes, to capture additional information if necessary.
- Use the Confirmation tab to view the confirmed settlement.
General Tab
The following table displays the details of some of the fields in the General tab:
Field |
Details |
---|---|
Status | The status of the claim. |
Business Unit | The Business Unit associated with the claim. |
Claim Source | The source used to settle the claim. |
Owner | The owner (username) of the claim. |
Claim Number | The claim number. If left blank, a unique claim number is automatically generated. |
Date | The claim date. |
Age in Days | The age of the claim. |
Claim Amount | The total claim amount. |
Parent Claim | The parent claim number, if applicable. |
Contact | The contact for the customer. |
Salesperson | The salesperson associated with the claim. |
Broker | A broker is an Organization customer in TCA with a Broker relationship with the Bill-to customer on the claim. |
Bill to | The bill-to account, site, customer, and address
details are from the receipt Note: For manual claims, you must enter
this information. For Deductions and Overpayments, this
information is derived from Receivables. |
Ship to |
The customer, site, and address details.
Note: For manual claims, you must enter this information.
|
Reference | Reference details provided by the customer during short payment or overpayment. These details include customer reference, customer reason, and customer reference date. |
Additional Information | Descriptive flexfields with a global context. |
Settlement summary | The summary for the settlement. This details include Claim Type, Claim Reason, Remaining Amount, Mass Settlement Number, Submitted Date, Submitted By, Approved Date, Approved By, Settlement Date, Settled Amount, Accounted Settled Amount, Accounting Date, Child Claim, Split Amount, and Accounted Split Amount. |
Receipt |
Receipt number with quick link to Receivables. You can view the Receipt Date, Receipt, Receipt Amount, Receipt Reference, Invoice Date, Invoice, Invoice Amount, and the Invoice Salesperson. Note: Note: If your administrator has enabled the Receipt
descriptive flexfield (Channel Revenue Management integration),
then you can view additional details of a receipt application
line without having to drill down to the Receivables receipt.
Note: This section is available only if the claim source is
deductions, invoice deductions, overpayment, or invoice
overpayment.
|
Additional receipt information | Descriptive flexfields with a global context. |
Claim Reason |
The standardized claim reason if this customer's trade profile has the customer reason codes mapped. If the customer reason code isn't mapped, then this is the reason entered as the Application Reference Reason while creating the claim investigation line. If this wasn't entered, then you see the default claim reason assigned in the claim source setup. You can update the reason while resolving the claim, when it's in the open status. |
Mass Settlement Number |
Each related claim is given a unique number that serves as a tracking number for that single dispute and is autogenerated when you click Settle to complete a mass settle of a claim. |
Descriptive Flexfields | Descriptive flexfields with a global context. |
Claim Type |
The default claim type assigned in the claim source setup. You can update the claim type while resolving the claim, in the open status. |
Attachments |
To include additional information as attachments to the claim. |
Receipt |
Receipt number with quick link to Receivables. Note: If your administrator has enabled the Receipt descriptive
flexfield (Channel Revenue Management integration), then you can
view additional details of a receipt application line without
having to drill down to the Receivables receipt.
|
Settlement Tab
The following table gives the details of some of the fields in the Settlement tab:
Field |
Details |
---|---|
Select a type | Choose between Promotional and Nonpromotional. |
Claim Type | The default claim type assigned in the claim source setup. You can update the claim type while resolving the claim, in the open status. |
Claim Reason |
The standardized claim reason if this customer's trade profile has the customer reason codes mapped. If the customer reason code isn't mapped, then this is the reason entered as the Application Reference Reason while creating the claim investigation line. If this wasn't entered, then you see the default claim reason assigned in the claim source setup. You can update the reason while resolving the claim, when it's in the open status. |
Add Settlement Method | Choose the settlement method. |
Supplier | Enter the details for the settlement method such as Supplier Site, Override Transaction Date, and Accounting Date. This field is enabled only if you selected a Payables related accounting method. |
Credit Memo on Account | Enter the details for the settlement method such as Override Transaction Date, Accounting Date, Claim Amount Includes Tax, and Transaction Salesperson. |
Associated Accruals | This section displays all associated accruals for the claim. Search for programs from the Available programs to associate section, enter amounts to associate, and associate them to the claim. |
Dates in a Claim
These are the important date fields in the claim, and what they mean:
Date Field |
Description |
---|---|
Submitted Date |
Date when claim is resolved and submitted for approval. This gets updated every time you make a submission. |
Approved Date |
Date when the claim is approved. Submitted date and approved date is the same if the claim creator has approval privilege. |
Rejected Date | Date when the claim is rejected. |
Settlement Date |
Date when the claim is updated to the Settled status. |
Accounting Date |
Claim's accounting date. Defaults to the system date when the status changes to Settlement Pending. |
Receipt Date |
Date of the receipt, in Receivables. |
Invoice Date |
Date of the invoice in Receivables. Available only in invoice-related claims. |