Debtors often refuse to pay invoices because they do not believe they owe money for a variety of reasons. Use this procedure to submit a dispute against an invoice (whether or not it is delinquent). Once created, a dispute is sent to Oracle Receivables through the Credit Memo Workflow for review and resolution. See: AME Credit Memo Request Workflow.

   Steps:

1. Using the Collections Agent responsibility, in the Transactions tab, select the invoice and click Transaction Details.

2. If the customer is disputing a specific invoice line item, then perform the following steps:

   1. Select Specific Invoice Lines from the Dispute Section LOV.

   2. Select the line item.

   3. Enter the dispute amount or dispute quantity for the line. If the invoice has no line items, then the line-item related dispute fields are not accessible.

      The application calculates the dispute amount if you enter a dispute quantity. The dispute amounts are totaled in the Dispute Total field.

3. If the customer wants to dispute a section of the invoice, then use the LOV in the Dispute Section field to select one of the following:

   • Lines subtotal

   • Shipping

   • Tax

   • Total

     The total amount for the selected section appears in the Dispute Totals field. Earlier disputes are not included in the total.

4. If the customer's dispute is over an expected discount, enter the discount amount.

   The amount is calculated using the entered percent against the invoice total prior to shipping and tax.

5. Select a dispute reason.

6. Optionally, enter a note.

7. Click Dispute.

   While invoices are in dispute they are no longer labeled as delinquent. Disputed transactions are recorded in Interaction History, including the transaction number, class, type, date, status, amount, remaining amount, customer name, and organization.

   A dispute confirmation message containing a dispute number appears and can be used as a reference between customer and collector.

   If the IEX: Send Correspondence Automatically profile option is set to Yes, then a confirmation document is sent to the customer's dunning address using the correspondence method and template specified in the Collections Checklist. For more information about correspondence profile options, see: Correspondence Category.

   The dispute creates a Credit Memo Request in Oracle Receivables.