What is dispute management? In the SAP standard, the main subject is support in the processing of claim-related dispute cases. SAP Dispute Management for FI-AR is part of SAP Financial Supply Chain Management. In the event of discrepancies with the customer, functional intervention is made in the logistical process chain > order – delivery – invoice – payment < at the point between invoice and payment. The dispute cases are tracked centrally, and their processing is controlled via a so-called case file.

The challenge: solving and avoiding conflict situations

It often happens that payments are not reduced / not made by the customer in a coordinated manner, which can certainly be justified.

The resulting impending/existing conflicts must therefore be further pursued and clarified.

For example, there are often customer reactions to:

  • Invoice amount
  • Payment in instalments was agreed
  • Discounts were not granted
  • Credits promised but not cleared
  • Delayed delivery
  • Incorrect deliveries
  • Unjustified reminders, amount has already been transferred

Functionality

The component enables coordinators for dispute cases:

  • Delegating tasks/research to editors (via workflows and emails)
  • Structure research
  • Document results transparently for the company (in an electronic case file)

When is Dispute Management relevant to your company?

  • You want customer complaints to be structured and processed – without media disruptions.
  • There is collaboration across departmental boundaries or a complex corporate and communication structure.
  • You want to minimize outstanding debts.
  • Example: There are numerous underpayments by your customers and long processing times for these cases.
  • You want to centrally manage all documents, people involved, and communication steps related to complaints.

How does Dispute Management work?

A Dispute case file is used in the SAP System.

With the file Dispute Case is viewed and handled centrally in the  SAP-System.

Technically, dispute management is a component of case management, which in turn is an extension of SAP folder management.

The SAP Folder Management unifies access to processes and data that have a business context:

  • Replaces paper files with digital files
  • Based on electronically stored documents
  • Supports the process through workflows and routes

Case Management: Attributes related to the process are brought together in a case. The cases record all steps related to the process:

  • Simplifies the processing of electronic transactions
  • Involves many editors in the process, working through it and then adding information

The file as a link between process and document

Within the case file, all objects involved, and the course of the process can be viewed centrally.

Disputmanagement WB BP TB

Thinkable Process

SAP distinguishes between objected objects (SD invoice) and objects that need to be clarified (FI invoice / credit note). The SD integration/connection takes place via the objects in question.

The two variants show conceivable conflict cases that need dealing with.

Disputemanagement WB BP Prozess

Dispute Management in System

Disputemanagement WB BP System

Create file (dispute case):

  • The creation can be done manually. For example, from the open item (FI invoice). By creating it directly in the transaction UDM_DISPUTE
  • Depending on the system settings, automatic creation can also take place. About an escalation event, e.g. B. Open item exceeds due date interval

Add file:

  • The coordinator/employee adds causes/reasons for the case, documents, notes for further information, appointments or similar to the file. Permitted status changes are also conceivable (in process, waiting, or similar)

Assign employees:

  • In the file: The coordinator maintains the responsible clerk who should continue processing the case.
  • See also routing: Other employees can be assigned the case if necessary. The employees receive “work items” in their “Business Workplace”. From there you can jump straight to case processing.

Clarification:

  • Ideally the case is resolved with the customer.
  • Depending on the system settings, automated correspondence can take place here. Emails are sent from the system to the customer and, if necessary, received so that automated processes/workflows can be processed.

Forwarding:

  • For example, an inspection can be initiated: “Please ask whether the part delivered is really defective” (see also “Assign employees” above).

Conclusion:

  • When the case is resolved, closure occurs. In the best case, payment is made by the customer, which clears the open item. This results in an automatic status change in the file – the case is considered closed
  • Manual closure of the case is also possible. For example, if a credit is to be made.

Disputemanagement WB BP Protokolle

Geschlossene Fallakte mit geklärten Objekten.

Disputemanagement WB BP Protokolle

Über Protokolle dokumentierter Prozessablauf.

Extensions / adjustments for dispute management for Dispute Management

What individual customer adjustments can be made?

  • Own attributes in the case file
  • Communication language: Correspondence is output in the specified language. By default, the user’s login language is always selected.
  • Customer without open items: Deviating from the standard, case files can also be created based on element types. Case type without FI/AR integration.
  • Own element types. This means that other SAP objects can then be linked to the file, deviating from the standard, e.g.:
    • Contract
    • Equipment
    • Transaction call: Transactions can be called up specifically from the file. Selection fields can be filled from the attributes of the file.
    • Language-independent forms

Do you have questions regarding ” Dispute Management” ? Then write to  sapberatung@inwerken.de. Our accounting team will contact you!You can find additional services in our Portfolio.