Customer Financial Management::Bill Dispute

Bill Dispute Aggregate Function consists of handling the customer inquiries received through customer service, self-care or any other channel, and for all type of product, about their bills that have not been solved by simple actions in the Welcome process (e.g. walk customer through their invoice).<br/>• The initial customer contact and the disputed amount are recorded.<br/>• The case is investigated using billing data (invoice images, billed items, usage history) A/R data (e.g. search of unmatched payment) and others (e.g. installed products, network databases…).<br/>• The dispute settlement results in customer notification of the results, dispute granted (for the whole disputed amount or part of it) or customer request denied.<br/>• The case is closed.<br/>When the dispute is granted, the granted amount must be taken off the debt, through a debit adjustment. Depending on business rules in force, this may be billed either as part of the following periodic invoice, or as a specific invoicing process and related accounting document (in this case a credit note).<br/>The reason for the adjustment must be recorded, for example adjustment may be a gesture of goodwill from the company, or a correction for a proven billing error. Depending on local law and regulation, the process and applicable rules may be different.<br/>In addition, if the investigation showed an error in product and services data (e.g. wrong service affected to a contract), the settlement will also include an update request to the installed offers and products repository.<br/>