Whether the dispute is created during the SAP Collections Management process or is directly entered as a dispute case, the process works the same way.
The Manage Dispute Cases application will allow the creation of a new dispute or editing of an existing dispute case. This involves dispute cases that are related to open receivables for your customers. You may occasionally find that customers deduct an amount from a payment without first agreeing this with the payment recipient. As a result, the payment recipient has to create a dispute. This application makes this dispute procedure easier for you because it can be used by all of the relevant departments in your company.
In creating a dispute case, you start with the customer that has raised the issue. Once the customer is selected, you will be able to begin describing the issue by giving it a case title, describing the case details such as category, reason, possible root cause. It will be here that you can assign a processor, coordinator and person responsible. You can also set a service level agreement to give the date the resolution should be completed. This will be used during the reporting process.
In order to better communicate with the customer, you assigned a contact person with their contact information. You can also view any related objects to the dispute such as an invoice.
A section for notes and attachments is also available for any additional relevant information.
Using this process documents the activity and customer contact that has happened and any other authorized person that has need to understand what has already happened to correct this dispute can easily be informed when dealing with the customer.
Once cases have been created, a processor need an efficient way to be able to see the items assigned to them and be able to review initial data quickly. There are three applications that let you access your particular worklist faster, Manage Dispute Cases As Processor, Manage Dispute Cases As Coordinator, and Manage Dispute Cases As Person Responsible. The tile on the launchpad will display the number of cases where you are listed in the respective field, and allows you to quickly access a filtered worklist specifically for your user ID.