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The Dispute Management module provides a central location
from which authorized users can manage disputes. Dispute Management provides
up-to-date dispute information to all authorized users, while providing
flexibility in how you assign resolvers.
Use the Dispute Management module to:
Enter disputes against
an invoice or against a line item. Enter up to 200 disputes
by way of batch processing. Track the progress
of disputes. Update dispute details. Update dispute status
for up to 20 disputes at one time. Update dispute status
for up to 200 disputes at one time by way of batch processing. View the history
of changes made to disputes. You can view up to ten changed records for
a dispute. View the date that
the dispute status was last modified to help in dispute tracking Reassign disputes
to manually override the system-determined dispute resolver. View the total amount
disputes for selected disputes. Generate and send
customer correspondence for up to 200 open and closed disputes at one
time from search results. Add notes and attachments
to a dispute to describe the progress of the dispute resolution. View only disputes
for which you are the current resolver, or view disputes for which you
are both the current and former resolvers. View disputes assigned
to your subordinates
How dispute assignment and notification
works
Your business administrator can set up notification
rulesets for disputes. When you enter or update disputes using the Dispute
Management module, any notification rules set up by your business administrator
are triggered so that the following occur:
The resolver determined
by the rules for the 'on create', 'on update', or 'periodic" dispute
events is assigned to the dispute and receives e-mail notification of
the assignment. Any secondary contact
defined by the rules is sent notification of the dispute assignment. The ruleset can be
defined so that the invoice owner also receives notification.
If a notification ruleset is not
defined, disputes are assigned to the invoice owner determined by the
strategy workgroup ruleset.
To add flexibility to the dispute assignment process,
selected users can be assigned to a role capability that enables them
to override the system-determined resolver. | 