ctcLink Reference CenterAccounts Receivable Managing Receivables - 20Disputing an Item and Adding a Conversation - 20b

Disputing an Item and Adding a Conversation - 20b

Purpose:  To dispute an item and add a conversation using ctcLink.

Audience:  Accounts receivable staff.

ctcLink Receivables enables you to view the item information of a customer. You can view those items that are open or closed and those that are past due or in dispute.

Consider this scenario: A customer called your company because an item is still listed on their statement. They inform you that the company did not receive the shipment. They spoke to a customer service representative from your company who said they would follow up on the item.

In this topic, you will retrieve the customer profile, select the item in question, put it in dispute, and enter the conversation in ctcLink.

Disputing an Item and Adding a Conversation

Navigation:  Accounts Receivable > Customer Accounts > Customer Information > Account Overview

You are now on the Account Overview page.

  1. Select the Profile tab.
  2. Select the Unit field and enter the desired information.
  3. Select the Customer field and enter the desired information.
  4. Select the Search button (you may have to scroll to the right to see it).

Use the Profile page to view customer profile information and use links to view in-process payments and outstanding items.

  1. Select the Item List link.

Use the Item List page to build and view a list of items for a customer that matches your search criteria. 

  1. Select the applicable Item data.  

Use the Detail 1 page to modify discount, payment, and draft options for an item if applicable.

  1. Select the Dispute option.
  2. Select the Reason field and enter the desired information.
  3. Select the Date field and enter the desired information.
  4. Select the Dispute Amount field and enter the desired information.
  5. Scroll down to locate the Add Conversation link and select the Add Conversation link.

Use the Conversations page to review and update conversation information for the SetIDs and customers you select.

Use the Status field to display the status of the conversation. It will default to New since you are adding a new conversation.

Use the Description field to specify the purpose of the conversation.

  1. Select and enter the desired information into the Description field. 
  2. Select the Subject field and enter the desired information.  
  3. Select the Sub-Topic field and enter the desired information.
  4. Select the Review Days field and enter the desired information.
  5. Select the Supervisor Review option.
  6. Select the Action field and enter the desired information. 
  7. Select the Keyword1 field and enter the desired information.
  1. Select the Contact ID field and enter the desired information.

Use the Comments field to log the conversation information you want to retain for your records, or to type the message that you want sent to a customer.

  1. Select the Comments field and enter the desired information.
  2. Select the horizontal scrollbar to scroll to the right to locate the Spell Check Comments button.
  3. Select the Spell Check Comments icon button.  Once the review is complete, select the OK button to return to Conversations page.
  1. Select the References tab.

Use the References page to link a conversation to a reference.

  1. Select the Include Closed Information option.
  2. Select the OK button to return to the Item Maintenance page.
  3. Select the OK button.

You have successfully put an item into dispute and recorded the conversation regarding the item.

End of Procedure.

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