The chargeback process is used to recover funds when the claims analyst determines that all or a portion of a claimed deduction is invalid.
There are two types of chargebacks:
funds-based — used to recover the validated portion of a deduction that has no relationship to trade promotions
project-based — based on a dispute case and deduction claim associated with a trade promotion.
The following predecessor documents precede the creation of a chargeback:
dispute case and claim submission — can be associated with one or more chargebacks documents. A funds-based chargeback can be created directly from a claim submission.
deduction claim — only applies to project-based chargebacks related to trade promotions
The following items can be created as a result of a chargeback:
claim chargeback recovery — used to automatically exchange chargeback recovery data between SAP ERP and SAP CRM
carried-over prepayment — used to credit a chargeback amount to a customer for use in a future trade promotion activity
write-off — a mechanism used to eliminate ("write-off") amounts that are considered unrecoverable
To use the claim chargeback recovery process, you must activate the business function Claims and Funds Management (CRM_CF_1
).
In order to create a funds-based chargeback there must be a claim submission that has not already been written off or closed.
In order to create a project-based chargeback there must be a deduction claim with a rejected amount that is greater than zero (>0).
Creating a funds-based chargeback that is not related to a trade promotion
The following sequence describes how a chargeback is created from a claims submission with associated dispute case:
With the claims document containing an unresolved amount open in CRM, the user clicks the Follow up
button and selects chargeback
from the drop–down listing. The chargeback document opens with basic fields pre-filled from
the preceding claim document.
The chargeback amount is entered in the Funds Assignment
block and the concerned fund is selected. The chargeback amount is copied to the Collectible
column in the Funds Assignment
block and
to the document header. The chargeback amount is also recorded in the related claims submission document.
When the chargeback is approved (status = Approved
) the amount is deducted from the available amount in the selected fund and no further modifications can be made to the chargeback amount. The Chargeback Recoveries
assignment
block becomes active.
A request must be sent to the customer requesting the amount.
Upon receipt of payment, the amount is taken into account in ERP Financials and applied to the related dispute case.
The CRM analyst performs a manual search for the matching dispute case and updates it according the recovered amount.
The associated chargeback document is opened in CRM and the recovered amount is entered in the Chargeback Recoveries
assignment block.
When the chargeback amount has been recovered the chargeback status is automatically set to Recovered
.
Note
When a chargeback amount is recovered in CRM an equivalent amount must be applied to ERP Financials to ensure consistency between the claim submission and the dispute case.
Creating a project-based chargeback from a deduction claim
The following describes how to create a chargeback from a deduction claim:
Create a claim and enter a rejected amount.
Click on the Follow up
button and select Chargeback
from the list of follow-up documents. The system automatically copies the details to the chargeback document.
A project-based chargeback is created.
Follow steps 3 through 8 in the previous procedure.