Complaint Processing for Payment Card Transactions (SAP Library - SSR

Complaint Processing for Payment Card Transactions

Purpose

If, after receiving payment card data, a clearing house or fleet card company forwards a complaint to your company, stating that it is not liable for payment of a transaction, you can check whether the complaint is justified and, if you accept the complaint, use complaint processing to correct postings that the system made as part of the invoicing and settlement processes. Specifically, you can :

Reverse the relevant postings in accounts receivable and clearing accounts.
Reverse the commission paid to the service station partner, and postings of the clearing house and fleet card company fees and partner participation fees
Bill the service station partner for the transaction amount or, if the oil company is responsible for payment, post the amount to a write-off account

Example

For example, a clearing house may complain that a payment card was accepted without authorization from the clearing house when the transaction amount exceeded the valid black list check amount or clearing house check amount or both. In the relevant Detailed Transaction File record you can check whether one of the check amounts was exceeded without authorization. If it was, you can use complaint processing to make the required corrections.

Prerequisites

In Customizing for the Industry Solution Oil & Gas (Downstream), you:

Define the business add-in for complaint processing by choosing SSR ® Payment Card Handling ® Maintain Business Add-Ins for Payment Card Handling ® Business add-in for complaint processing. SAP provides standard implementations for reversing settlement, reversing invoicing, rebilling and writing-off postings. You assign the implementations to complaint actions when you maintain complaint actions.

Define complaint actions by choosing SSR ® Payment Card Handling ® Complaint Processing ® Maintain complaint action.
Define complaint results (that is, the assignment of responsibility in the event of a justified complaint) and link these to complaint actions by choosing SSR ® Payment Card Handling ® Complaint Processing ® Maintain complaint result

To enable the system to store complaint processing errors in the application log, you have to define a process ID for complaint processing. When you define a process ID for complaint processing, you must also assign a business add-in for process execution. SAP provides a standard business add-in for this purpose. You also have to assign the transaction O3RECOMPL and the report ROIRE_COMPL to the process ID. For more information on defining process IDs, see Process Control.

Process Flow

You receive a complaint from the clearing house or fleet card company.

You check the transaction data by displaying the relevant Detailed Transaction File (DTF) records. If the complaint is justified, you select the appropriate complaint result. For more information, see Setting Complaint Results.

You select complaint processing for the transactions. For more information, see Processing Payment Card Complaints.

Service Station Partner Invoicing

Result

When it processes complaints, the system executes the actions linked to the complaint results that you selected in the relevant Detailed Transaction Files (DTFs). In the template delivered by SAP, the system processes complaint results as follows:

Clearing Houses for Credit Cards and Eurocheque Cards

If the service station partner is responsible, the system:

Corrects service station partner invoices by:

Reversing the relevant debit postings in the accounts receivable
Invoicing the service station partner for the transaction amounts
Reversing the postings for service station partner commission
Reversing the postings for the service station partner participation fee

Corrects clearing house settlement by reversing the debit postings in the relevant clearing account

Reverses the fee billing documents (and associated FI and CO postings) for the clearing house fee

Reverses the CO distribution of the clearing house fee to the appropriate cost center

If the oil company is responsible, the system:

Corrects clearing house settlement by reversing the debit postings in the relevant clearing account

Reverses the fee billing documents (and associated FI and CO postings) for the clearing house fee

Reverses the CO distribution of the clearing house fee to the appropriate cost center

Writes off the debit postings in the accounts receivable

Fleet Card Companies

If the service station partner is responsible, the system:

Corrects service station partner invoices by:

Billing the service station partner for the transaction amounts
Reversing the postings for service station partner commission
Reversing the postings for the service station partner participation fee

Posts credit items in the fleet card company account to reverse each debit item posted when the fleet card company was billed (and associated FI and CO postings)

Reverses the CO distribution of the fleet card company rebate to the appropriate cost center

If the oil company is responsible, the system:

Posts credit items in the fleet card company account to reverse each debit item posted when the fleet card company was billed

Reverses the CO distribution of the fleet card company rebate to the appropriate cost center