Use the History tab to view events related to collections activities that have occurred for a customer. You can view All History or filter by history type, such as correspondence or adjustments. Information about payments and promises to pay on leasing contracts is available if you use Oracle Lease and Finance Management.
History types available include:
If you change the operational data view, Advanced Collections filters the items displayed for a history type accordingly. Change the date range on the History tab to see more or fewer records for each history type.
All History is the default history type and provides a high-level, cumulative view of a customer's history. It lists all collections events in chronological order that have occurred for the date range specified. Select a column heading to sort the information by other criteria, such as transaction or status. The Notes column displays the last note written for the selected record. To view more details for a record, select another history type from the Type list of values.
See also: Using the History Tab.
Note: Later-stage delinquencies are NOT included in All History.
Adjustment history provides details about adjustments in progress or already approved.
Collectors can create adjustments against delinquent transactions without approval in Oracle Receivables. Before creating an adjustment, the collector can access a customer's adjustment history. A collector might manage a customer differently, for example, if a customer has a history of frequent adjustment requests. Adjustment history details include amounts, dates, status, reason, adjustment activity name, and activity type.
See also: Viewing Adjustment History.
Correspondence history, previously called Dunning history, provides a view of all dunning notices and other related collections letters sent to a customer. Dunning notices can be sent as part of dunning plan or collections strategies. It also shows history of letters confirming payments, disputes, adjustments, reversals, and promises.
The Status column shows whether the invoices pertaining to the dunning letter correspondence are still delinquent or not by checking the status of all invoices related to the correspondence. If all invoices pertaining to that correspondence become current, then the correspondence status is set to close, else the status remains open. You can resend the correspondence only when the status is open. A resend option will send the correspondence with current delinquent invoices only and not as a copy of the earlier correspondence.
The Delivery Status column shows whether the delivery of the correspondence has been successful or not.
See also: Viewing Correspondence History.
Dispute history provides a list of all disputes, or credit memo requests, made against a customer's transactions. It includes the status of disputes still under review in Receivables and notes created by a collector for the dispute.
See also: Viewing Dispute History.
Interaction history provides insight into all customer contacts, listing dates and times, the employee resource, the reason for contact, and any outcomes. It also provides, if available, non-contact attempt information such as Ring, No Answers, and Busies and interactions from other business applications such as Oracle TeleSales.
See also: Viewing Interaction History.
Payment history pulls information from Oracle Receivables for up-to-date receipts information. It displays all payments received from customers, including credit card refunds, and any notes entered by the collector with a payment.
If you want to see details of a payment, then select a line in the payment history and click Details. The Payment History Details window displays details including information from Oracle Payments.
If you want to reverse a payment, then select Reverse in the Details window.
See also: Viewing Payment History.
Promise history provides a review of all promises to pay that a customer makes and indicates if payment was received and posted to the account or if the promise was broken or cancelled.
See also: Viewing Promise History.
If you use Oracle Lease and Finance Management, you can view payments on leasing invoices and lease contracts in Leasing Payment history.
The Payment on Leasing Invoices and Payment on Leasing Contracts options are only available if you use Oracle Lease and Finance Management.
If you use Oracle Lease and Finance Management with Oracle Advanced Collections, you can view promises to pay on leasing invoices and lease contracts in Leasing Promise history.