Amount dunned inserted at dispute case is not reflected in Worklist

[Former Member]

Dear all,

I save an amount dunned at Dispute case level (within the area Customer disputed object, inside the BP). However, when I generate again the worklist and see the total open items, the column "Amount dunned" is still zero, it has not been updated.

Shouldn´t the column "Amount dunned" at open items in worklist reflect the detail inside the BP, where I can actually see the dunned amount registered?. What am I doing wrong?

Thanks in advance.

[Former Member · Accepted solution]

Did you generate a dunning letter?

Have you configured Dunning correctly?

When you view the open item - has it got a dunning level and date?

[Former Member · Accepted solution]

Hi Mark,

Soon after I posted this thread, I realized that the Customer-disputed amount, actually "Cust-Disp." field (registered in the dispute case, with the calculator) has nothing to do with the column "Amount dunned" at Worklist level.

The confusion becomes because of the awful translation done in Spain for "Cust-Disp.". So reading the performance assistant for "Cust-Disp." field, I understand it represents the amount the client is claiming to you. Please, confirm to me this point.

At first, we are not going to integrate dunning in dispute cases. By the way, when you say if I have configured Dunning correctly, are you referring to program F150 that has noting to do with Dispute Management or is that setting within Dispute Management?

Thanks .

[Former Member · Accepted solution]

please note within Enhancement Pack 5 - in Collections Management you can create manual dunning letters via the correspondence process.

This is what I was refering to.

[Former Member · Accepted solution]

Mark, what is the point of preparing dunning letters if you can send to the customer whatever you want just escalating the dispute case? I mean, you can claim to the customer the amounts by letter (kind of dunning letter), with the correspondance prepared with the Escalation engine....

Please confirm me this point, as well as the confirmation I asked in the previous reply.

Thanks once more.

[Former Member · Accepted solution]

you have two different business processes here

1 - a Dunning letter is a chase letter to a customer. You normally send these when you cannot get hold of a customer, or they are not responding.

2 - Escalation of a dispute. You HAVE contacted the customer. They have informed you of an issue with an invoice(s). You process this INTERNALLY.

The escalation is internal and Dunning is external.

You may want to configure Disputes, to be excluded from Dunning - but that is another question. (simple standard config)

[Former Member · Accepted solution]

OK, yes in fact it is another question.

I may simplify the process by escalating the dispute case, WITHOUT actually contacting a customer. So that when I open the dispute case, system prepares my first level dunning letter... and so on with the escalation...

In fact, in the contact mode I can insert a result of a contact "No possible contact", and reflects my dispute case  previously opened......with my first dunning letter...for me it is easier.

You are right.

Thanks