9.2 Disputing an Item and Adding a Conversation

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.

You must have at least one of these local college managed security roles:

  • ZC AR Customer Maintenance
  • ZD AR Inquiry
  • ZZ AR Customer Maintenance

If you need assistance with the above security roles, please contact your local college supervisor or IT Admin to request role access.

Disputing an Item and Adding a Conversation

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

  1. The Account Overview page displays.
  2. Select the Profile tab.
  3. Enter Unit.
  4. Enter Customer.
  5. Select Search (you may have to scroll to the right to see it).
Account Overview page
  1. The Profile page displays.  Use it to view customer profile information and use links to view in-process payments and outstanding items.
  2. Select the Item List link.
Profile page
  1. The Customer Item Inquiry page displays.  Use it to build and view a list of items for a customer that matches your search criteria. 
  2. Select the Item link for your item. 
Customer Item Inquiry page
  1. The Item Maintenance page displays.  Use it to modify discount, payment, and draft options for an item if applicable.
  2. Select the Dispute checkbox.
  3. Enter Reason.
  4. Enter Date.
  5. Enter Dispute Amount.
  6. Scroll down to locate the Add Conversation link and select the Add Conversation link.
Item Maintenance page
  1. The Conversations page displays.  Use it to review and update conversation information for the SetIDs and customers you select.
  2. Use the Status field to display the status of the conversation.  It defaults to 'New' because you are adding a new conversation.
  3. Enter Description to specify the purpose of the conversation. 
  4. Enter Subject. 
  5. Enter Sub-Topic.
  6. Enter Review Days.
  7. Select Supervisor Review.
  8. Select Action from the drop-down menu.
  9. Enter Keyword1.
  1. Enter Contact ID.
  2. 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.
  3. Select the horizontal scrollbar to scroll to the right to locate the Spell Check Comments button.
  4. Select the Spell Check Comments icon button.  
  5. Select OK to return to Conversations page.
Conversations page
  1. The Conversations page displays.  Select the References tab.
  2. Use the References page to link a conversation to a reference.
  3. Select the Include Closed Information checkbox.
  4. Select OK to return to the Item Maintenance page.
Conversations page
  1. The Item Maintenance page displays.
  2. Select OK.
Item Maintenance page
  1. Process complete.

Video Tutorial

The video below demonstrates the process actions described in the steps listed above. There is no audio included with this video. Select the play button to start the video.

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