CREDIT MEMO, REBILL AND WRITE-OFF POLICY

REASON CODES

HARDWARE REASON CODES

REASON CATEGORY REASON CODE TRANSACTION ACE ELIGIBLE DESCRIPTION BACK UP DOCUMENTATION REQUIRED1
Credit Memo Only
Booking Error HARDWARE RMA-EWASTE ONLY-BE Credit Memo Yes To be used for low value hardware returns ($450 * PBS Analyst approval
USD or less) where customer disposes of the HW * WWOPS Approval (if over $450 USD)
ewaste. Only to be used by PBS team. If RMA value * HQAPP Approval (if over $450 USD)
exceeds $450 USD, WWOPS and HQAPP approval is
required.
HARDWARE REASON CODES
(WITH NO PHYSICAL RETURN ONLY)
Credit Memo Only
Customer Satisfaction HW NO RTN-CM-Missing Shipment-CS Credit Memo No To be used for invoices of HW orders where *Confirmation mails from GLE /Oracle WWOPS for lost In transit
complete or part of HW shipments are lost in transit analysis
or shipment and not delivered to the intended *Written request will be sent to collection from PBS team (post
customers. Replacement order will be initiated by analysis & communication with GLE teams)
WWOPS to PBS team directly. * Collection has to verify the existing of GLE confirmation on lost
shipment

Credit Memo & Rebill Only

Customer Satisfaction HW NO RTN-CMRB-Change in Billing
Address-CS
Customer Satisfaction HW NO RTN-CMRB-Change in
Billing/Payment Terms-CS
Credit Memo and Yes Customer requested to change the billing address * Revised PO in countries where PO is a requirement or revised
Rebill originally provided on PO/Ordering document either POEF1
due to assignment , acquisition, due to OFD funder * Official written request signed by the customer or via email
change or OFD term lease. (complete Customer name, address and contact )
*Revised OFD booking instruction for funder change or for OFD
term lease
Credit Memo and No The Customer requests the invoice to be issued with * Amendment to the original contract or appropriate approvals
Rebill a different billing or payment terms than the one * RevRec approval required
reflected in the contract. Usually this issue is * If term requested is non-standard, Non-Standard Payment
originated by the customer PO not matching to Term approval matrix applies
Oracle Ordering Document. *Brief explanation from collection on options exhausted for
collecting need to be stated

Customer Satisfaction HW NO RTN-CMRB-Change in Invoice
Presentation-CS
Credit Memo and Yes The Customer communicates invoicing requirements
Rebill after contract is signed / delivered. Efforts have been
exhausted by Collections enforcing contractual
language to pay (E.g. specific description to be
reflected on invoice, line item descriptions do not
match PO).
* Written request signed by the Customer
* PO in countries where a PO is required; POEF2 in case a PO
exemption was granted
* Ordering Document & Billing Schedule or signed amendment
* Brief explanation from collection on options exhausted for
collecting need to be stated

Customer Satisfaction HW NO RTN-CMRB-Change in Product-CS Credit Memo and No Customer has chosen incorrect support & services
Rebill lines on hardware orders submitted by the customer
(E.g. incorrect Support level or incorrect support
part or incorrect installation services etc.).
* Written request signed by the Customer
* PO in countries where a PO is required; POEF2 in case a PO
exemption was granted
* Ordering Document & Billing Schedule or signed amendment
*RevRec approval for no concession policy compliance

As of 5 Dec, 2016 Page 1 of 10

 CREDIT MEMO, REBILL AND WRITE-OFF POLICY
REASON CODES

HARDWARE REASON CODES

(WITH NO PHYSICAL RETURN ONLY)
REASON CATEGORY REASON CODE TRANSACTION ACE ELIGIBLE DESCRIPTION BACK UP DOCUMENTATION REQUIRED1
Credit Memo & Rebill Only
Customer Satisfaction HW NO RTN-CMRB-Change in Shipping Credit Memo and Yes Customer requested to change the shipping address * Approval from GLE team & GPBS for redirect request
Address-CS Rebill originally provided on PO/Ordering document and *Change Order Authorization from customer / Or Revised PO in
where these changes are approved by GLE & GPBS countries where PO is a requirement or revised POEF1
team before shipment as per redirect process. *GDMT approval from sales for waiver of fees on customers for
change in ship to address
* Official written request signed by the customer or via email
(complete Customer name, address and contact )

Booking Error HW NO RTN-CMRB-Incorrect Accounting Credit Memo and Yes Customer will not accept invoices after a specific * Customer request with approval from LOB
Period (LAD Only)-BE Rebill date at the end of the month. FOR USE IN LAD ONLY. * Must be pre-identified on "LAD Late Month Cutoff Customer
List"
Booking Error HW NO RTN-CMRB-Incorrect Bill To Credit Memo and No Customer selected during order booking does not N/A - Will be verified against existing Ordering Document and/or
Customer-BE Rebill match the contract or PO (Ex. Bank of America Corp PO
vs Bank of America, Inc.).
Booking Error HW NO RTN-CMRB-Incorrect Billing Credit Memo and Yes Customer Billing Address selected during invoice N/A - Will be verified against existing Ordering Document and/or
Address-BE Rebill generation does not match the contract or PO. PO

Booking Error HW NO RTN-CMRB-Incorrect Credit Memo and No The Billing or Payment Terms reflected in the invoice N/A - Will be verified against existing Ordering Document and/or
Billing/Payment Terms-BE Rebill do not match the terms stipulated in the contract. PO

Booking Error HW NO RTN-CMRB-Incorrect Credit Memo and No The invoice was generated with the wrong exchange * Proof of Booking Error
Currency/Exchange Rate Used-BE Rebill rate or incorrect currency.
Booking Error HW NO RTN-CMRB-Incorrect End Credit Memo and Yes FOR INDIRECT ONLY - Customer received order but N/A - Will be verified against existing Ordering Document and/or
User/Sold To Customer-BE Rebill order was booked with incorrect End User or Sold To PO
Customer.

Booking Error HW NO RTN-CMRB-Incorrect Invoice Credit Memo and Yes The invoice details do not match the information N/A - Will be verified against existing Ordering Document and/or
Presentation-BE Rebill provided in the contract/PO (E.g. invoice date, PO
specific description or line item descriptions
reflected on invoice).
Booking Error HW NO RTN-CMRB-Incorrect Period-BE Credit Memo and No Support dates reflected on the invoice do not match * If Customer request, amendment or revised Ordering
Rebill the Ordering Document. Document, signed by Customer and Oracle
Booking Error HW NO RTN-CMRB-Incorrect PO Number- Credit Memo and Yes The PO number reflected in the invoice does not * CMRB where required by law
BE Rebill match the PO provided by the Customer.
Booking Error HW NO RTN-CMRB-Incorrect Price - Credit Memo and No The value reflected in the invoice does not match N/A - Will be verified against existing Ordering Document and/or
Finance-BE Rebill the value agreed with the customer in the contract. PO
Entered incorrectly by Finance (E.g. incorrect value
entered).
Sales/Quote Error HW NO RTN-CMRB-Incorrect Price - Sales Credit Memo and No The value reflected in the invoice does not match N/A - Will be verified against existing Ordering Document and/or
Rebill the value agreed with the customer in the contract. PO
Submitted incorrectly by Sales/Contracts (E.g.
incorrect value entered).

As of 5 Dec, 2016 Page 2 of 10

 CREDIT MEMO, REBILL AND WRITE-OFF POLICY
REASON CODES

HARDWARE REASON CODES

(WITH NO PHYSICAL RETURN ONLY)
REASON CATEGORY REASON CODE TRANSACTION ACE ELIGIBLE DESCRIPTION BACK UP DOCUMENTATION REQUIRED1
Credit Memo & Rebill Only
Booking Error HW NO RTN-CMRB-Incorrect Sales Credit Memo and No Sales Credits or product allocation was booked in * If SCT (Sales Credit Tool) nominated deal, then SCT required
Credit/Product Allocation-Finance-BE Rebill error by Finance. * If not SCT deal, then pricing calculator is required
* Sales VP Approval required

Sales/Quote Error HW NO RTN-CMRB-Incorrect Sales Credit Memo and No Sales Credits or product allocation was booked in * If SCT (Sales Credit Tool) nominated deal, then SCT required
Credit/Product Allocation-Sales-SE Rebill error - Incorrectly submitted by Sales/Contracts. * If not SCT deal, then pricing calculator is required
* Sales VP Approval required

Customer Satisfaction HW NO RTN-CMRB-Incorrect Shipping Credit Memo and Yes Exceptional cases where order has to be redirected N/A - Will be verified against existing Ordering Document and/or
Address-CS Rebill due to costly return and reship to customer. PO

Booking Error HW NO RTN-CMRB-Incorrect Tax/VAT Credit Memo and Yes Invoice has incorrect tax or VAT number. * Proof /Certification of correct VAT number issued by local tax
Number-BE Rebill authorities
* Confirmation from CDI that required Tax/VAT number has been
updated in the system.
Booking Error HW NO RTN-CMRB-Tax/VAT Error-BE Credit Memo and No The VAT/taxes reflected in the invoices are incorrect * VAT/Tax exemption form
Rebill (E.g. VAT/taxes calculated when the customer is * Approval from Taxes
VAT/tax exempt, incorrect VAT/tax rate used). * CDI email confirmation required on VAT/TAX update of
customer.
ALL OTHER PRODUCT & SERVICES REASON CODES
Credit Memo Only
Collections Exhausted Bad Debt/Write off-CE Credit Memo No All possible methods to collect have been exhausted. * Collections to demonstrate all efforts to collect have been
Exception: bankruptcy, liquidation. exhausted

As of 5 Dec, 2016 Page 3 of 10

 CREDIT MEMO, REBILL AND WRITE-OFF POLICY
REASON CODES

ALL OTHER PRODUCT & SERVICES REASON CODES

REASON CATEGORY REASON CODE TRANSACTION ACE ELIGIBLE DESCRIPTION BACK UP DOCUMENTATION REQUIRED1
Credit Memo Only
Booking Error Business Process/Internal Error-BE Credit Memo No Credit memo to correct internal mistake * Event Invoice created in PA system to be canceled
(Finance/Sales), where Oracle is contractually - Approval from PM
obligated to process CM. This CM reason is to be - Details in PA system showing this as event invoice
used ONLY when there are no concessions passed to
* Sales agreed to give either Education services or Support
customer, no hardware return required, and no
services free; Revenue to be moved from License LOB (through
provision for bad debt required.
JE) or ordering document mentioning one time discount and
discount is not given while booking deal
- Ordering document mentioning the details
- If JE, JE number

* LC expired, thereby invoice created in AR (LC Expiration) and

later Education wants this to be canceled, so they can extend the
LC (based on approvals required from Education team)
- Invoice description – LC Expiration
- Approval from Education LOB

* Contract(s) is wrongly migrated (during acquisition) and

invoices to be cancelled
- Approval from sales
- Contract is terminated or will be terminated by IB
* Customer cancelled class but sales rep forgotten to inform
education call center (per Oracle cancellation policy); Invoice
generated as student is marked as ‘No Show’

* Approval from education sales team

Customer Discount Channel Partner Rebates/Volume Credit Memo No Sales target-based rebate issued to Channel Partners * HQAPP approval, if not provided
Discounts-CD and Distributors. * Rebate agreement with Channel Partner/Distributor
* Rebate Computation worksheet
OMM Credits (only):
* Approval Package
* Acknowledgement Letter Copy
* Credit Memo Computation Worksheet
Collections Exhausted Cloud Fail to Pay-CE Credit Memo No All possible methods to collect have been exhausted. *Copy of Notice of Intent to Restrict Access that was sent to the
Applies to Cloud transactions only. customer
*Copy of the customer's Cloud Agreement to validate termination
clause
*Copy of approvals obtained via fail to pay workflow (M4 for
<$500K USD, M6 for >$500K USD)
*Notification from IB and Provisioning teams that the customer's
cloud environment & CSI's have been terminated

As of 5 Dec, 2016 Page 4 of 10

 CREDIT MEMO, REBILL AND WRITE-OFF POLICY
REASON CODES

ALL OTHER PRODUCT & SERVICES REASON CODES

REASON CATEGORY REASON CODE TRANSACTION ACE ELIGIBLE DESCRIPTION BACK UP DOCUMENTATION REQUIRED1
Credit Memo Only
Cloud Cloud Invalid Terminations - CT Credit Memo No Customer has opted to discontinue their Cloud * Customer/Sales email
service at the expirations of the current term but * Copy of the Termination Request
does not abide to the terms of Cloud Policy by * Copy of Contract
providing 30/60/90 day notification prior to the * HQAPP Approval (not applicable for Fail to Pay)
renewal of their Cloud Contract for subsequent * Collection M4 Approval (if under 500k USD)
period. * Collections M6 Approval (if over 500k USD)
Cloud Cloud Valid Terminations - CT Credit Memo Yes The customer has opted to discontinue their Cloud * Customer/Sales email
service at the expiration of the current term * Copy of the Termination Request
however the contract was not cancelled prior to the * Copy of Contract with Contractual right to cancel
renewal invoice being generated. Contracts has
provided exception approval to terminate contract
and credit the AR invoice.

Contract Change Contract Amendment-CC Credit Memo No Signed agreement is revised or amended resulting in * Original Order Agreement
reduction of deal value (Eg., Reduction of user * Revised Agreement or amendment to the original Agreement
count, number of licenses, product change).

Booking Error Customer Terminated Support-BE Credit Memo Yes Support has been canceled in line with the Global * Support Termination Letter
Approval Matrix and prerequisite approvals have * LOB to be engaged
been obtained. This code is not to be used in fail to * Copy of required approvals as defined by the Global Approval
pay / bad debt situations. Matrix (Canceling Support section) 2

Customer Satisfaction DRPL Terminated - CC Credit Memo No Used in circumstance where a existing contract is
flagged as denied party. The contract MUST be
terminated and Oracle is not permitted to conduct
business with affected parties.
Booking Error Duplicate Billing CM Only-BE Credit Memo Yes The customer has been invoiced twice for the same
contract.
Sales/Quote Error Expenditure Entry Error-CM ONLY-SE Credit Memo Yes This should be used only when it is correcting an
invoice generated out of Projects and expenses were
not billed per the contractual terms. Time or
Expenses have been entered into the incorrect
project, the incorrect expense amounts were
entered or the incorrect number of hours was billed.
*GTC termination request
*GTC approval to issue credit
* Agreement/Ordering Document
* Copy of both invoices confirming they both relate to the exact
same contract and/or transaction
* Agreement signed by the customer should be used by Finance
to validate cases such as incorrect project
* Finance to involve the LOB and obtain Project Manager
approval when Finance cannot validate request (e.g. the
customer claims we billed more hours than we should)

Collections Exhausted Legal-CE Credit Memo No Bankruptcy or settlement related circumstance * Approval from the Legal Department
indicate an invoice will not be paid in whole or in
part.
Contract Change Migrated to Oracle Cloud-CC Credit Memo No Support has been shelved in accordance with the *Shelving Letter
Migration & Support Policy for Customers Moving *GMA Customer-Facing Quote File
from License to SaaS on eSource. *Copy of Original Cloud Ordering Document with shelving clause

As of 5 Dec, 2016 Page 5 of 10

 CREDIT MEMO, REBILL AND WRITE-OFF POLICY
REASON CODES

ALL OTHER PRODUCT & SERVICES REASON CODES

REASON CATEGORY REASON CODE TRANSACTION ACE ELIGIBLE DESCRIPTION BACK UP DOCUMENTATION REQUIRED1
Credit Memo Only
Contract Change Migration Credit-CC Credit Memo No Invoice for support which has been migrated as part * Original Contract
of a new transaction. * Migration Contract
* Migration Wizard (if not disputed via iReceivables)

Customer Discount OFD: Payment Discount-CD Credit Memo No Financed deal and payment discount included in * Approval from OFD
signed OFD Payment Plan Agreement.

Customer Discount On Demand Cancel/Replace-CD Credit Memo No Used to credit unused On Demand Service when * Amendment showing the cancel and replace of the previous
customer is replacing a contract. order agreement, validated from contract
* Cancel/Replace spreadsheet approved by OSSINFO
Customer Discount On Demand Standard Rebates-CD Credit Memo No Used for contractual rebates provided to all * On Demand Agreement
customers. The request must come from the On * Customer request with approval from the LOB
Demand LOB. * SR Number
Customer Discount On Demand-Decommission-CD Credit Memo No Used for customer request to terminate their On * On Demand Agreement
Demand Agreement. * Customer request to decommission their service with approval
from the LOB
Customer Satisfaction Price Adjustment-CS Credit Memo No Customer is dissatisfied with Oracle product or * Email from the Customer
services and requests a credit. Excludes hardware * LOB to be engaged
returns. * Rev Rec approval required (License, Cloud & Consulting only)
(For Consulting, see RevRec thresholds above)
Customer Satisfaction Product Return (Non Hardware)-CS Credit Memo No Customer is returning their goods (License) or * Customer email
canceling their enrollment to future services * LOB to be engaged
(Education). Cancellation of the order by the * RevRec approval required (License, Cloud & Consulting only)
customer. Excludes hardware returns. * HQAPP approval required (License)
• Oracle Store Purchases – If the invoice was generated from an
Oracle store purchase, VP of Manufacturing & Distribution
approval is required and should be obtained through Customer
Service Team (oraclehelp_ww@oracle.com). If the purchase is
from any other source, this additional approval is not applicable.

Sales/Quote Error Sales Pricing Error-SE Credit Memo No The Customer claims the pricing reflected in the * Original Agreement
contract is not what was agreed with the Sales force. * Amendment to original agreement
* RevRec approval required (License & Cloud)
Contract Change SUPERSEDE Credit Memo Yes The customer with an existing Cloud contract is * New Order #
making changes to their environment. The customer * Order Package (including Approval per the Oracle Cloud
will retain the existing environment with the Approval Matrix)
requested changes however a new contract will be
created with the original subscription ID and CSI.

Customer Discount Tech Refresh-CD Credit Memo Yes Customer has requested a credit due to system * Original Customer letter requesting credit
decommission under our Technology Refresh Policy. * Tracker Sheet

As of 5 Dec, 2016 Page 6 of 10

 CREDIT MEMO, REBILL AND WRITE-OFF POLICY
REASON CODES

ALL OTHER PRODUCT & SERVICES REASON CODES

REASON CATEGORY REASON CODE TRANSACTION ACE ELIGIBLE DESCRIPTION BACK UP DOCUMENTATION REQUIRED1
Credit Memo Only
Contract Change TERMINATE AND REPLACE Credit Memo Yes * New Order #
* Order Package (including Approval per the Oracle Cloud
The customer with an existing Cloud contract is
Approval Matrix)
terminating their existing environment and replacing
it with an entirely new environment. This will result
in a new contract, CSI and subscription ID.
Customer Discount True Down / Deletes (Support Only) Credit Memo Yes 1) Customer dropping support on serial number(s) - * Email from Customer / CQT / Sales
Contractually obligated (True Down). * Serial Number Details and Calculation
2) Customer deleting serial number(s) from their * Collections Approval
maintenance contract. * Approval as per CM Matrix for Non-Public Sector Customer /
End User

Credit Memo & Rebill Only

Customer Satisfaction CMRB-Change in Billing/Payment Terms- Credit Memo and No The Customer requests the invoice to be issued with
CS Rebill a different billing or payment terms than the one
reflected in the contract. Usually this issue is
originated by the customer PO not matching to
Oracle Ordering Document.
* Amendment to the original contract or appropriate approvals
* RevRec approval required
* If term requested is non-standard, Non-Standard Payment
Term approval matrix applies

Customer Satisfaction CMRB-Change in Customer Details-CS
Credit Memo and Yes The customer provides after the fact certain details * Revised PO in countries where PO is a requirement or revised
Rebill that need to be reflected in the invoice (E.g. Changes POEF1
in Customer name, address and/or contact details). * Where PO is not mandatory, amendment to Contract and End
User address/Name is updated as the "Ship-To" address
* PO copy, where applicable by law to create new invoice
* Official written request signed by the customer or via email
(including complete Customer name, address and/or contact
details)
* RevRec approval required (Consulting only)

Customer Satisfaction CMRB-Change in Billing Address-CS Credit Memo and Yes Customer requested to change the billing address * Revised PO in countries where PO is a requirement or revised
Rebill originally provided on PO. POEF1
* Official written request signed by the customer or via email
(complete Customer name, address and contact details)

Customer Satisfaction CMRB-Change in Customer Name-CS
Credit Memo and No Customer requested to change the name originally * Revised PO in countries where PO is a requirement or revised
Rebill provided. POEF1
* Where PO is not mandatory, amendment to Contract and End
User address/Name is updated as the "Ship-To" address
* If it a Legal name change, documents according to the Legal
name change Policy are required
* If the customer asks to rebill the invoice to a different entity
(subsidiary), an official written request is required; Contract
should be amended and credit check run against the new billing
entity
* If contract amended, RevRec must also review and approve to
ensure non concessionary

As of 5 Dec, 2016 Page 7 of 10

 CREDIT MEMO, REBILL AND WRITE-OFF POLICY
REASON CODES

ALL OTHER PRODUCT & SERVICES REASON CODES

REASON CATEGORY REASON CODE TRANSACTION ACE ELIGIBLE DESCRIPTION BACK UP DOCUMENTATION REQUIRED1
Credit Memo & Rebill Only
Customer Satisfaction CMRB-Change in Invoice Presentation-CS Credit Memo and Yes The Customer communicates invoicing requirements * Written request signed by the Customer
Rebill after contract is signed. Efforts have been * PO in countries where a PO is required. POEF2 in case a PO
exhausted by Collections enforcing contractual exemption was granted
language to pay (E.g. specific description to be * Ordering Document & Billing Schedule (License and Support) or
reflected on invoice, line item descriptions do not signed amendment
match PO). * Agreement (Consulting and Education)
Customer Satisfaction CMRB-Change in Shipping Address-CS Credit Memo and Yes Customer requested to change the shipping address * Revised PO in countries where PO is a requirement or revised
Rebill originally provided. POEF1
* Official written request signed by the customer or via email
(complete Customer name, address and contact details)
* Where PO is not mandatory, amendment to Contract and End
User address/Name is updated as the "Ship-To" address

Contract Change CMRB-Contract Amendment-CC Credit Memo and No Signed agreement is revised or amended resulting in * Original Order Agreement
Rebill reduction/extension in service period, price * Revised Agreement or amendment to the original Agreement
reduction/increase, or Core(embedded) service
reduction/increase.

Sales/Quote Error CMRB-Expenditure Entry Error-SE Credit Memo and Yes This should be used only when it is correcting an
Rebill invoice generated out of Projects and expenses were
not billed per the contractual terms. Time or
Expenses have been entered into the incorrect
project, the incorrect expense amounts were
entered or the incorrect number of hours was billed.
* Agreement signed by the customer should be used by Finance
to validate cases such as incorrect project
* Finance to engage the LOB and obtain Project Manager
approval when Finance cannot validate request (e.g. the
customer claims we billed more hours than we should)

Booking Error CMRB-Incorrect Accounting Period (LAD Credit Memo and Yes Customer will not accept invoices after a specific * Customer request with approval from LOB
only)-BE Rebill date at the end of the month. FOR USE IN LAD ONLY. * Must be pre-identified on "LAD Late Month Cutoff Customer
List"
* For OKS, LAD mid month acknowledgement letter from the
customer for re-invoicing
Booking Error CMRB-Incorrect Billing Address-BE Credit Memo and Yes Customer Billing Address selected during invoice N/A - Will be verified against existing Ordering Document and/or
Rebill generation does not match the contract or PO. PO

Booking Error CMRB-Incorrect Billing/Payment Terms-BE Credit Memo and No The Billing or Payment Terms reflected in the invoice N/A - Will be verified against existing Ordering Document and/or
Rebill do not match the terms stipulated in the contract. PO

Booking Error CMRB-Incorrect Currency/Exchange Rate Credit Memo and No The invoice was generated with the wrong exchange * Proof of Booking Error
Used-BE Rebill rate or incorrect currency.
Booking Error CMRB-Incorrect Customer-BE Credit Memo and Yes Customer selected during invoice generation does * Agreement (Education and Consulting) when PO is not a
Rebill not match the contract or PO. requirement

Booking Error CMRB-Incorrect End User/Sold To Credit Memo and Yes Order was booked with incorrect End User or Sold N/A - Will be verified against existing Ordering Document and/or
Customer-BE Rebill To Customer. PO

As of 5 Dec, 2016 Page 8 of 10

 CREDIT MEMO, REBILL AND WRITE-OFF POLICY
REASON CODES

ALL OTHER PRODUCT & SERVICES REASON CODES

REASON CATEGORY REASON CODE TRANSACTION ACE ELIGIBLE DESCRIPTION BACK UP DOCUMENTATION REQUIRED1
Credit Memo & Rebill Only
Booking Error CMRB-Incorrect Invoice Presentation Credit Memo and Yes The invoice details do not match the information * Signed amendment or appropriate approvals
Rebill provided in the contract/PO (E.g. invoice date, * Agreement (Education and Consulting)
specific description or line item descriptions
reflected on invoice).
Booking Error CMRB-Incorrect Period-BE Credit Memo and No Support dates reflected on the invoice do not match * If Customer request, amendment or revised Ordering
Rebill the Ordering Document. Document, signed by Customer and Oracle

Booking Error CMRB-Incorrect PO Number-BE Credit Memo and Yes The PO number reflected in the invoice does not * CMRB where required by law
Rebill match the PO provided by the Customer.
Booking Error CMRB-Incorrect Price/Finance-BE Credit Memo and No The value reflected in the invoice does not match * If Migration or ULA deal, revised pricing calculator, GMW or
Rebill the value agreed with the customer in the contract. Consolidation Spreadsheet required (License and Support)
Entered incorrectly by Finance (E.g. incorrect value * Agreement (Consulting and Education)
entered, incorrect billing rate (Cons)).

Sales/Quote Error CMRB-Incorrect Price/Sales-SE Credit Memo and No The value reflected in the invoice does not match * Revised Ordering Document, Amendment of Ordering
Rebill the value agreed with the customer in the contract. Document or any other additional supporting documentation
Submitted incorrectly by Sales/Contracts (E.g. required by OM/OKS (License and Support)
incorrect value entered, incorrect billing rate * If Migration or ULA deal, revised pricing calculator, GMW or
(Cons)). Consolidation Spreadsheet required (License and Support)
* If POP, XML or Store orders (License and Support), any negative
impact to revenue requires RevRec approval
* Agreement (Consulting and Education)

Booking Error CMRB-Incorrect Product/Finance-BE Credit Memo and No Order Entry made a mistake at the time of selecting * If Migration or ULA deal, revised pricing calculator, GMW or
Rebill the products while processing the order (Excludes Consolidation Spreadsheet required (License and Support)
hardware returns. See CRFC, SPR, and Internal * Agreement (Consulting and Education)
Hardware Returns).
Sales/Quote Error CMRB-Incorrect Product/Sales-SE Credit Memo and No Sales/Contracts submitted wrong product (Excludes * Revised Ordering Document, Amendment of Ordering
Rebill hardware returns; See CRFC, SPR, and Internal Document or any other additional supporting documentation
Hardware Returns sections above). required by OM/OKS (License and Support)
* If Migration or ULA deal, revised pricing calculator, GMW or
Consolidation Spreadsheet required (License and Support)
* If POP, XML or Store orders (License and Support), any negative
impact to revenue requires RevRec approval
* Agreement (Consulting and Education)

Booking Error CMRB-Incorrect Sales Credit/Product Credit Memo and No Sales Credits or product allocation was booked in * If SCT (Sales Credit Tool) nominated deal, then SCT required.
Allocation - BE Rebill error by Finance. * If not SCT deal, then pricing calculator is required.
* Sales VP Approval required

As of 5 Dec, 2016 Page 9 of 10

 CREDIT MEMO, REBILL AND WRITE-OFF POLICY
REASON CODES

ALL OTHER PRODUCT & SERVICES REASON CODES

REASON CATEGORY REASON CODE TRANSACTION ACE ELIGIBLE DESCRIPTION BACK UP DOCUMENTATION REQUIRED1
Credit Memo & Rebill Only
Sales/Quote Error CMRB-Incorrect Sales Credit/Product Credit Memo and No Sales Credits or product allocation was booked in * If SCT (Sales Credit Tool) nominated deal, then SCT required
Allocation - Sales-SE Rebill error - Incorrectly submitted by Sales/Contracts. * If not SCT deal, then pricing calculator is required
* Sales VP Approval required

Booking Error CMRB-Incorrect Shipping Address-BE Credit Memo and Yes Customer Shipping Address selected during invoice N/A - Will be verified against existing Ordering Document and/or
Rebill generation does not match the contract or PO. PO

Booking Error CMRB-Incorrect Tax/VAT Number-BE Credit Memo and Yes Invoice has incorrect tax or VAT number. * Proof /Certification of correct VAT number issued by local tax
Rebill authorities
* Confirmation from CDI that required Tax/VAT number has been
updated in the system.
Booking Error CMRB-Sales Tax/VAT Error-BE Credit Memo and No The VAT/taxes reflected in the invoices are incorrect. * VAT/Tax exemption form
Rebill E.g. VAT/taxes calculated when the customer is * Approval from Tax Dept (no approval required in cases where
VAT/tax exempt, incorrect VAT/tax rate used. an Invoice has been incorrectly issued without VAT/Tax)
* CDI email confirmation required on VAT/TAX update of
customer.

MISC REASON CODES (Not to be used for invoice disputes)

REASON CATEGORY REASON CODE TRANSACTION ACE ELIGIBLE DESCRIPTION BACK UP DOCUMENTATION REQUIRED
Credit Memo Only
n/a ACQUISITION MIGRATION Credit Memo n/a Migrated credit memo from a acquired company's *n/a
system.(Only to be used during the technical
migration of the transaction).
n/a Data Error Credit Memo n/a All methods to correct contract data errors have *n/a
been exhausted and a replacement booked order in
OM (eg. License Information). This code is not
allowed to be used for raising standard invoice
disputes.
n/a HARDWARE RMA ONLY Credit Memo n/a Used for HW RMAs processed by PBS team. This *n/a
code is not allowed to be used for raising standard
invoice disputes.
n/a Refund Cancelation Credit Memo n/a Used for cancelling a refund processed in the AR. *n/a
This code is not allowed to be used for raising
standard invoice disputes.
n/a Spare Part Return Credit Memo n/a Used for the CREP Flow (Customer Resource *n/a
Enterprise Planning) which is exclusive for Parts Only
task where the customer is returning the part to
repair. This code is not allowed to be used for raising
standard invoice disputes.

1.
When processing a CMRB that requires a Complex rebill, OSS/LAD DPO approval is required to be provided as back-up for the request regardless of the credit memo reason code used for the dispute.
2
The global approval matrix is posted at http://esource.oraclecorp.com/portal/pls/portal/esrc.esr_portlet.show?id=1,6,9882

As of 5 Dec, 2016 Page 10 of 10