Changing Dispute Information from Collection Activity Using the Dispute Management Module

Procedure

When you change dispute information through the Dispute Management module, you are able to change information for all disputes, including disputes for invoices not currently in your work queue. Through the Dispute Management module, you can add a dispute at the line item level if line item information has been sent for the invoice.

To change dispute information from Collection Activity using the Dispute Management module:

1. Access the Collection Activity screen for the customer who has the dispute you want to change. How?

2. In the Customer Profile section, select the Disputes tab.
   A selection list of all disputes entered for the customer appears.

2. To edit a dispute, in the Dispute # column, select the dispute number in the row for the dispute.
   The Dispute Details screen appears. You are now in the Dispute Management module.

3. Change information for the dispute.

Note: To change the dispute status, you must be the resolver or invoice owner.

4. If you are assigned to a role that includes the capability to reassign disputes, to determine the dispute resolver, do one of the following:

• To have the notification ruleset determine the resolver, leave the Resolver field blank.

• To override the resolver defined by the notification ruleset, enter the e-mail address for an internal contact in the Resolver field.

• If there is no notification ruleset defined for dispute updates, you can leave the Resolver field blank, and the invoice owner is assigned. To assign a resolver other than the invoice owner, enter the e-mail address of the internal contact you want to be the resolver.

Note:  If the e-mail address you enter does not match an e-mail address for an internal contact, you are asked if you want to assign the dispute to the invoice owner. You can select OK to add the invoice owner or Cancel to return to the Disputes section of the screen and enter an e-mail address for an internal contact.

5. To change comments:

1. In the Comments section, select View/Edit in the row for the comments you want to change.
   The Comments Details screen appears.

2. Make changes to the comments, and click Save.

3. To return to the Dispute Details screen, click Cancel.

6. Click Save.
   When you click Save the following occur:

• If your business administrator has defined a notification ruleset for dispute updates, e-mail notification is sent to the dispute resolver and to any secondary contacts defined by the dispute update ruleset.

• If a notification ruleset has not been defined for dispute updates, the invoice owner is assigned by default.

• eCredit validates that the total of all disputes and any promises for the invoice is not greater than the invoice amount due.

• The original dispute record is available as history through the Dispute Management module.

• If you changed the dispute status, depending on your strategy definition, additional tasks might be added to your work queue for the invoice.

7. To return to the Collection Activity screen, select the Collections Activity link from the tab at the top of the screen.

Related topics

• Changing Dispute Information from Collection Activity

• Changing Dispute Information from Dispute Management