Dispute Case for an SD (Price per gallon)

Dispute Case for a SD (Price per gallon)

1. Pull up the account using Account Number or Phone number

2. Hit the "+" sign

3. Click the "Create a Case" in blue box to Sold to account.

4. Under the Case Details -

•Choose the Case Type: Billing /AR

•Subcase type: Incorrect Bill

•Called in by: First name

•Add a description: Called in about the dispute for over charge in price per gallons on the account

1. Click "Save" then Follow the script

2. Go to "SAP" then click the "Invoices Tile"

7.Go to "invoices tab" then click the "check box" of the invoice

1. Click "Dispute" drop down then choose "Create"

2. It will be routed to Create Dispute Case

3. Choose the "Reason" and the "Title" will be the reason of the dispute and the CX name

4. Put the detailed notes in the "Long Text" then click "Save"

5. There will be a pop up asking if you want to proceed, click "Yes"

6. It will be routed to "Dispute Management" then click "Edit"

•It will shows that the amount for total SD Credit is unable to edit.

1. Click "Request Approval" then there will be a pop up to create a Credit memo, just click "Continue"

2. It will be routed to "Create Credit Memo Request"

3. Under General header data, click the drop down Order reason field select "Billing issues"

4. Click "PROPANE" then Item condition

5. Click Insert row, put ZCRT to add credit

6. Put the amount (price was amount per gallon) then hit enter

•The amount in the Net and Tax will be automatically updated

•Make sure that the amount was correct in the Net and Tax field

1. Click "Save" in the bottom it will show that the credit memo was saved then go back to "Dispute Management"

•The amount in Total SD Credit will be automatically updated

•The status will be automatically "99 Closed" if the amount of the dispute is within the threshold ($100.00)

1. Go back to USD then under "Billing/AR"

2. Under "INCORRECT BILL REQUEST"

•Billing Document Type - Delivery

•Dispute number - "Case Dispute number"

•Dispute Reason - SD - Price Dispute

•Credit amount - (total amount disputed)

1. Go to Notes & Activities the put the notes

2. If the Status is "99 Closed" don't queue to Billing Queue just click "Resolve Case" then choose "Account Updated"

•If the Case needs to be queue, go to Flags and put "Dispute Processing" in Pending Status then "Add to Queue" to Billing and click OK

•It will take within 24-48 hours for the approval

1. Click "Closed"