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Dispute Management with SAP

by Gary Byrne, Senior Editor, SAPinsider

April 28, 2011

Disputes arise occasionally — sometimes even when you’re just trying to keep your shirts clean. I once dropped off a bunch of shirts at a dry cleaner, and when I picked them up, I noticed a brown smear (it looked like a burn mark to me) on one of the shirts. I complained to the customer service agent, but she refused to even acknowledge that the company might have made a mistake. The result, of course, was an immediate dispute. In this case, I acquiesced and simply started using another dry cleaner for my shirts, but disputes aren’t always resolved by one party raising a white flag.

To learn how to use SAP to automate dispute management at your organization, you’ll want to read Chirag Chokshi’s article, Automatically Create Dispute Cases for Customer Payments Received Through the Lockbox. In this article, Chokshi describes an imaginary scenario in which FSCM Prototype, Inc. handles a short payment filed by one of its customers, ABC, Inc. While following the actions in this imaginary case study, you’ll learn the requisite configuration, master data setup, and transactions needed to enhance automation of creating a dispute case for lockbox data processed for incoming payments from customers.

The article shows you how to define reason codes as part of FI-AR configuration. Reason codes are keys that explain the difference between invoice amount and payment amount. An important point that Chokshi makes in the article is that when you implement lockbox in your system, you can map the bank’s code with your SAP system codes. He shows you the steps to take to complete this process. So iron out the wrinkles in how your organization handles disputes before you get taken to the cleaners.

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