Agenda
Dispute Management Overview Maintain Residuals and Dispute Cases Non-Trade Related Claims Overview Example: SD Process Quantity (Damage) Example: SD Process Value (Freight) Example: FI Process Customer Penalty
SAP ECC provides a Claim and Dispute Management application that allows McCain to track and direct trade related claims to their proper trade claim system (TPM or Vistex where applicable) as well as track and resolve nontrade related claims within SAP itself McCain is moving to a single, centralized Dispute and Claim Management environment that is integrated with the SAP ECC (Enterprise Central Component). This system replaces various separate standalone systems and results in greater standardization for processing claims SAP Customer Credit Checks are not affected by disputed residual items while they are in the resolution process
Manually Entered: Root Cause Used for assigning a party at fault for Non-Trade Claims Authorization Level Security object select your company code
Claim Category
Customer claims are presented to McCain in two ways:
Claim Notification Claim made prior to Deducting
Deduction
Recall that claim category is one of the attributes captured in the Dispute Case.
SAP
Billing and Account Receivables (ECC) Trade (Vistex)
Non-Trade Related
Claim Notification Trade Related
Invoice,
Dispute Case
Invoice
Deduction
Dispute Case
Deduction
Dispute Case
Agenda
Dispute Management Overview Maintain Residuals and Dispute Cases Non-Trade Related Claims Overview Example: SD Process Quantity (Damage) Example: SD Process Value (Freight) Example: FI Process Customer Penalty
Claim
Resolution Transaction
Damage Shortage Overage Price discrepancy Freight discrepancy Cash discount discrepancy
Trade Related (Price deals, allowances, rebates, and promotional or contract agreements)
Vistex Claim Deduction Vistex Claim Invoice Claim
Instructor Demonstration
F-32 - Splitting Residuals into multiple Residuals
Scenario: Claim investigation shows that $6,000 Residual is actually made up of 3 deductions as follows:
1. $3,000 Damage 2. $2,000 Trade Deduction 3. $1,000 Customer Penalty
Instructor Demonstration
F-32 Creating a Rebill
Scenario: After investigating a Dispute Case, it is determined that this claim is Invalid (i.e. customer mistakenly deducted twice for same claim). Create a Rebill for the full amount of the residual.
Instructor Demonstration
F-32 Assign Credit Memo to Residual
Scenario:
Assign a Debit Residual ($3,000) to a Credit Note ($2,000) and create the resulting new residual into a ReBill.
Agenda
Dispute Management Overview Maintain Residuals and Dispute Cases Non-Trade Related Claims Overview Example: SD Process Quantity (Damage) Example: SD Process Value (Freight) Example: FI Process Customer Penalty
Finance Module
Accounting Document
COPA
SD Process Returns
The following flowchart displays the Standard Order Returns process.
Finance Module
Accounting Document
COPA
V.23
Finance Module
Accounting Document
Billing Document
V.23
COPA
FBVO
Damage Claim
Freight Claim
Agenda
Dispute Management Overview Maintain Residuals and Dispute Cases Non-Trade Related Claims Overview Example: SD Process Quantity (Damage) Example: SD Process Value (Freight) Example: FI Process Customer Penalty
Instructor Demonstration
UDM_DISPUTE: Update Dispute Case
Scenario:
The customer has deducted and therefore a residual item exists in their customer account with a dispute case assigned to the residual.
Go to UDM_DISPUTE to update the following details:
Status to In Process All mandatory fields Then Save Record a note that confirms that Damage noted on POD Update Status to Valid Exit Dispute Management
Instructor Demonstration
Create Credit Memo Request Quantity
Scenario:
The Customers claim is determined to be valid (POD notes the damage). The Dispute Analyst creates a Credit Memo Request Quantity with reference to the invoice for the number of damaged cases.
Instructor Demonstration
Delete Billing Block
Scenario:
Dispute Manager approves the claim and removes the Billing Block V.23.
Instructor Demonstration
Billing Create Credit Memo
Scenario:
Run the Billing Due List (Order Related transactions only) and create the actual credit memos.
Instructor Demonstration
Attach Credit Note to Dispute Case UDM_DISPUTE
Scenario:
Dispute Analyst enters the Dispute Management application UDM_DISPUTE to attach the Credit Note to the existing dispute case already attached to residual item.
Instructor Demonstration
Assign Credit Memo to Residual
Scenario:
Since the residual item (deduction) and credit memo now share a common dispute case ID, the Dispute Analyst can now assign the two documents to each other and clear them from the Customer A/R account.
Instructor Demonstration
Validate that Claim Updated and Closed UDM_DISPUTE
Scenario:
Dispute Analyst navigates to Dispute Management application UDM_DISPUTE to validate that the dispute case status is now Closed.
Agenda
Dispute Management Overview Maintain Residuals and Dispute Cases Non-Trade Related Claims Overview Example: SD Process Quantity (Damage) Example: SD Process Value (Freight) Example: FI Process Customer Penalty
Instructor Demonstration
UDM_DISPUTE: Update Dispute Case
Scenario:
The customer has deducted and therefore a residual item exists in their customer account with a dispute case assigned to the residual.
Go to UDM_DISPUTE to update the following details:
Status to In Process All mandatory fields Then Save Record a note that confirms that Billed Freight applied in error Update Status to Valid Exit Dispute Management
Instructor Demonstration
Create Credit Memo Request - Value
Scenario: The Customers claim is determined to be valid (transportation group confirms that order was CPU). The Dispute Analyst creates a Credit Memo Request Value for the amount of the freight surcharge incorrectly applied.
Instructor Demonstration
Delete Billing Block
Scenario: Dispute Manager approves the claim and removes the Billing Block V.23.
Instructor Demonstration
Billing Create Credit Memo
Scenario: Run the Billing Due List (Order Related transactions only) and create the actual credit memos.
Instructor Demonstration
Attach Credit Note to Dispute Case
Scenario: Dispute Analyst enters the Dispute Management application UDM_DISPUTE to attach the Credit Note to the existing dispute case already attached to residual.
Instructor Demonstration
Assign Credit Memo to Residual
Scenario:
Since the residual item (deduction) and credit memo now share a common dispute case ID, the Dispute Analyst can now assign the two documents to each other and clear them from the Customer A/R account.
Instructor Demonstration
Validate that Claim Updated and Closed UDM_DISPUTE
Scenario: Dispute Analyst navigates to Dispute Management application UDM_DISPUTE to validate that the dispute case status is now Closed.
Agenda
Dispute Management Overview Maintain Residuals and Dispute Cases Non-Trade Related Claims Overview Example: SD Process Quantity (Damage) Example: SD Process Value (Freight) Example: FI Process Customer Penalty
Instructor Demonstration
UDM_DISPUTE: Update Dispute Case
Scenario:
The customer has deducted and therefore a residual item exists in their customer account with a dispute case assigned to the residual.
Go to UDM_DISPUTE to update the following details:
Status to In Process Enter values in all mandatory fields Then Save Record a note that confirms that Carrier was late Update Status to Valid Exit Dispute Management
Instructor Demonstration
FI Credit Memo Parked Doc - FV75
Scenario: The Customers claim is determined to be valid (transportation group confirms that McCain carrier arrived late). The Dispute Analyst creates an FI Credit Memo for the amount of the penalty charged by the customer.
Hands-on Exercise
FI Credit Memo Parked Doc - FV75
Scenario:
The Customers claim is determined to be valid (transportation group confirms that McCain carrier arrived late). The Dispute Analyst creates an FI Credit Memo for the amount of the penalty charged by the customer.
Instructor Demonstration
Post FI Credit Memo (FBV0)
Scenario: Dispute Manager reviews the FI Credit Memo and the claim file and posts the FI Credit Memo.
Instructor Demonstration
Attach Credit Note to Dispute Case
Scenario: Dispute Analyst enters the Dispute Management application UDM_DISPUTE to attach the FI Credit Note to the existing dispute case already attached to the residual.
Instructor Demonstration
Assign Credit Memo to Residual
Scenario:
Since the residual item (deduction) and credit memo now share a common dispute case ID, the Dispute Analyst can now assign the two documents to each other and clear them from the Customer A/R account.
Instructor Demonstration
Validate the Updated and Closed Claim UDM_DISPUTE
Scenario: Dispute Analyst navigates to Dispute Management application UDM_DISPUTE to validate that the dispute case status is now Closed.
Questions?
Description
A financial demand for an amount due. A claim can be submitted to McCain by Customers in the form of a notification (i.e. phone call, email, invoice, etc.) or a deduction An unsettled / unsolved claim where both parties, customer and company are in disagreement regarding a particular transaction An object within the SAP ECC Dispute Management application where the details of a claim or disputed item are documented and categorized A notification that is received when the customer presents McCain with a claim prior to deducting
Deduction
Customer Invoice Claim
OTCAR103 Dispute Management
A short payment against an invoice. The difference between the payment amount and the invoice amount is the deduction amount
A claim that is received when the customer presents McCain with an invoice that levies a charge against McCain
Description
Trade related claims are mostly related to price deals, allowances, rebates and other promotional and contractual agreements. Non-trade related claims are related to logistics and pricing errors. A type of Sales Order for the return of goods by the business partner A sales order type used to request a reduction in the customer AR account for product quantity discrepancies or damage. The request is not delivery relevant but it may involve an Inventory adjustment as a subsequent process. It is not yet a Credit Memo A sales order type used to request a reduction in the customer AR account for value-related discrepancies (i.e. pricing, freight errors). The request is not delivery relevant and it will not involve an inventory movement. It is not yet a Credit Memo
Description
A sales order type used to request an increase in the customer AR account for product quantity discrepancies (typically overages). The request is not delivery relevant but it will involve an Inventory adjustment as a subsequent process. It is not yet a Debit Memo A sales order type used to request an increase in the customer AR account for value-related discrepancies (i.e. pricing, freight errors). The request is not delivery relevant and it will not involve an inventory movement. It is not yet a Debit Memo An accounting document that increases the customer AR account for non-inventory items, services or miscellaneous charges An accounting document that decreases the customer AR account for non-inventory items, services or miscellaneous charges
Responsibility
Keeps track and resolves all disputed items whether they be notifications or deductions. Approves/declines claims submitted by Dispute Analyst and allocates Dispute Cases to Dispute Analysts. Customers, McCain Inventory and warehouses, Carriers and third-party warehouses.