Dispute Management in Contract Accounts Receivable and Payable

Purpose

With Dispute Managementin Contract Accounts Receivable and Payable, you can create and manage complaints (disputes) from your business partners with regard to incorrect invoices and credits or missing invoices and credits as dispute cases. Using Dispute Management in Contract Accounts Receivable and Payable is particularly useful if your company fulfills one or more of the following conditions:

  • You create numerous invoices or credit memos for your customers.

  • You have long processing times for invoice-related and payment-related complaints from customers.

  • Your communications structure is complex.

Implementation Considerations

Dispute Management in Contract Accounts Receivable and Payable uses technical components of SAP Dispute Management (FIN-FSCM-DM). If you use Contract Accounts Receivable and Payable in connection with an industry component with Release 4.72, Contract Accounts Receivable and Payable and dispute case processing are in different systems.

If you use Contract Accounts Receivable and Payable in connection with an industry component with Release 6.00, you can run Contract Accounts Receivable and Payable and dispute case processing in different systems or in the same system.

For more information about the multiple system scenario, see the configuration guide for SAP Dispute Management (FIN-FSCM-DM).

Integration

Dispute Management in Contract Accounts Receivable and Payable consists of the following subareas:

  • Dispute Case Processing

  • Process Integration of Dispute Case Processing with Contract Accounts Receivable and Payable

    Integration with Other SAP Components

    Function Desired

    Component Required

    Creating dispute cases in Contract Accounts Receivable and Payable

    SAP for Insurance , SAP for Media , SAP for Public Sector ( Public Sector Contract Accounts Receivable and Payable ), SAP for Telecommunications , SAP for Utilities, or SAP Contract Accounts Receivable and Payable from Release 4.72

    Linking documents from Contract Accounts Receivable and Payable

    Linking with the business partner/contract account/contract from Contract Accounts Receivable and Payable

    Linking invoices and contracts with the dispute cases

    Contract Accounts Receivable and Payable, and also, for example, the accounting system or contract management

    Creating link with ArchiveLink objects

    Contract Accounts Receivable and Payable, and also SAP ArchiveLink

    Creating link with Office documents

    Contract Accounts Receivable and Payable, and also Knowledge Provider

    Analyzing results from SAP Dispute Management

    Contract Accounts Receivable and Payable, and also Business Information Warehouse (BW)

    Creating dispute cases from SAP Biller Direct

    Contract Accounts Receivable and Payable, and also SAP Biller Direct (FIN-FSCM-BD) from Release 3.0

Features

It is always a customer that initiates the creation of a dispute case in Contract Accounts Receivable and Payable. Based on a customer message, you can create a dispute case by collecting all of the data and information required for processing the case. This information can already be available in Contract Accounts Receivable and Payable, or you may have to enter additional information for the dispute case.

As coordinator for dispute cases, you can structure your investigations, and distribute and manage the results for all parties involved in your company.

Clerks can include other colleagues and departments in the resolution of a case directly in Contract Accounts Receivable and Payable, and see the current status of the dispute case. Due to the automatic update of dispute cases, the processor of a dispute case can get information about the current processing status at any time and react quickly.

For the component SAP Dispute Management, SAP delivers two sample roles:

Technical Name

Description

Holder

SAP_FIN_FSCM_DM_USER

FSCM Dispute Management – Processor

Processor forSAP Dispute Management

SAP_BC_CM_ADMINISTRATOR

Administrator for Case Management

Administrator forSAP Dispute Management

You can also create dispute cases in SAP Customer Relationship Management in the Interaction Center for Financial Customer Care. You can replicate these dispute cases to Contract Accounts Receivable and Payable.

Conversely, you can replicate dispute cases that were created in Contract Accounts Receivable and Payable in SAP Customer Relationship Management. In that case, the dispute cases are processed in SAP Customer Relationship Management and not in Contract Accounts Receivable and Payable.

For more information, see the SAP Library for SAP Customer Relationship Management on the SAP Help Portal at Start of the navigation path http://help.sap.com Next navigation step SAP Business Suite Next navigation step SAP Customer Relationship Management Next navigation step Application Help Next navigation step SAP Customer Relationship Management Next navigation step SAP CRM for Industries End of the navigation path in the documentation for your industry component under Functions in the Interaction Center for Financial Customer Care .

Example

In customer service, you frequently receive queries that relate to accounting transactions, such as invoices and credits. Customers can

  • Query the amount of an invoice, even if this invoice has already been cleared in the accounting system

  • On receipt of a dunning notice, report that they have already transferred the dunned amount

  • Raise queries about credits promised but not applied

These cases need to be resolved by your having to find payments paid and missing payments, and locate missing credits.