FSCM User Manual Disputes & Collections management management
Contents Contents..........................................................................................................................2 What is SAP FSCM.......................................................................................................3 SAP Collections Management.......................................................................................3 Roles in Collections Management.................................................................................3 Process Receivables ....................................................................................................! SAP D"SP#$% MAA'%M%$...............................................................................(
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What is SAP FSCM SAP Financial Suppl* Chain Management optimi+es the ,inancial anin,ormation ,los ithin a compan* an- beteen business partners. Folloing components o, SAP Financial Suppl* Chain Management are implemente- at /0AM1
SAP Collections Management1 Application ,or proactive receivables management
SAP Dispute Management1 Application ,or e,,icient processing o, receivablesrelate- -ispute cases
SAP Collections Management $he components o, SAP Collections Management support *ou in active receivables management. #sing collections strategies *ou can valuate an prioriti+e customers ,rom a receivables management vie. Customers that ,ul,ill the rules -e,ine- in a strateg* are -istribute- to the or4lists o, the collection specialists. $he collection specialists then contact the customers in their or-er o, priorit* in or-er to collect receivables. 5ou can -ispla* an overvie o, the current status o, the open invoices o, a customer account as ell as the last pa*ments the customer contacts anopen resubmissions. ", a customer gives a promise to pa* *ou can enter this in the s*stem an- ,ollo its status. 5ou can also -e,ine that a customer is to reappear on the or4list on a certain -ate. When *ou return to the or4list *ou can -ocumente the complete customer contact in the s*stem.
Roles in Collections Management $he ,unctionalities in this mo-ule is -esigne- ,or the ,olloing roles1
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Collections Specialist 6Responsible ,or Collecting receivables7 Collections Supervisor8Manager 6Responsible ,or controlling the process o, collecting receivables7
Collections Specialist: $he collection specialist per,orms this process. "t covers the ,olloing process steps1
Call #p Wor4list
Prepare Customer Contact
Contact Customer
Call up Work list: A or4list is create- automaticall* ,or each collection specialist on a -ail* basis . $he collection specialist logs on to the Collections Management s*stem an- calls up the or4list. $he or4list contains all customers to be contacte- in or-er o, priorit*. $he prioriti+ation o, the customers in the or4list 6or4list items7 is -etermine- b* the collection strateg* assigneto the customer.
Note: Transaction code for calling up the worklist is UDM_SPECI!IST"
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Prepare customer contact: $o prepare the customer contact the collection specialist nee-s in,ormation about h* the contact is necessar*.9e also nee-s to consi-er the customer:s account an- previous customer contacts. 9e can see h* the customer contact is necessar* b* -ispla*ing the valuation o, the customer accor-ing to the collection strateg*. 9ere he can see an overvie o, all collection rules ,ul,ille- b* the customer. %;ample1 $here as no success,ul customer contact in the last !) -a*s.
For a vie o, the current status o, the customer account the collection specialist can loo4 at the or4 list. $his contains 4e* ,igures ,or the customer such as outstan-ing amounts the amount to be collecte- the amount o, bro4en promises to pa* or hen an- ith hom the last customer contact as carrie- out.
<* navigating to the ,unction Process Receivables 6 7 the collection specialist can -ispla* the -etail vie o, the customer. 9ere the open receivables o, the customer are liste- ith their respective status. At a glance the collection specialist can see hich part o, the invoice is open hether an*thing has alrea-* been pai- or cre-ite- an- ho much an promises to pa* -ispute cases an- -unning notices ,or the invoice. $he collection specialist can also vie an overvie o, previous customer contacts that in,orms him o, the results o, previous contacts ith speci,ic
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contact persons at the customer. 9e can also see promises to pa* -ispute cases an- resubmissions that arose ,rom customer contacts.
Contact Customer $o ma4e the contact the collection specialist uses the contact -ata o, the contact person at the customer that is -ispla*e- in the ,unction Process Receivables. $he collection specialist enters the results o, the customer contact in the s*stem.
", a customer promises to pa* open invoices the collection specialist creates promises to pa* ,or the invoices speci,ie-. $he s*stem automaticall* monitors hether this promise to pa* is 4ept. ", the collection strateg* is con,igure- accor-ingl* hen promises to pa* are bro4en the customer appears on the or4list again.
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", the customer ob=ects to an invoice the collection specialist can create a -ispute case ,or the invoice. $he -epartment responsible can process the -ispute case imme-iatel*. ", the result o, the -ispute case processing is such that the ob=ections o, the customer are un=usti,ie- the correspon-ing status o, the -ispute case lea-s to the customer appearing on the or4list again. $he invoice is relevant ,or receivables management again.
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", the collection specialist cannot reach the contact person or the contact person re>uests that the collection specialist calls bac4 the specialist can create a resubmission. /n the -ate speci,ie- the customer appears on the or4list again.
A,ter the customer contact has been carrie- out the contact is summari+ean- -ocumente-. $he s*stem creates a stan-ar- note an- a--s all promises to pa* -ispute cases an- resubmissions create- to the customer contact. $he collection specialist then enters a Contact Result an- returns to the or4list. $here he prepares the ne;t customer contact.
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", the Collection specialist chooses a Contact Result hich in-icates that the customer as success,ull* contacte- the
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Collections Supervisor: $he collection manager per,orms this process. 9e is responsible ,or ensuring that the receivables are collecte- accor-ing to the ,inancial targets o, the compan*. $he process covers the ,olloing process steps1
De,ine Collection Strategies
Process Collection 'roups
%-it
Change Assignment o, Collection 'roup an- Collection Specialist to Customer
Monitor Collection o, Receivables
Note: The transaction code for accessing the work list for a Collections Super#isor$Manager is UDM_SUPE%&IS'%"
Define Collection Strategies: $he collection manager -e,ines the criteria 6collection rules7 to be use- ,or anal*+ing customers an- prioriti+ing them ,or receivables management. $o -o this he -e,ines collection strategies an- enters them in the s*stem. 9e can create -i,,erent strategies -epen-ing on the customer group region or compan* situation. "n a collection strateg* all collection rules that are relevant ,or collecting receivables are liste- an- prioriti+e-.
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All customers are anal*+e- an- valuate- accor-ing to the strateg* assigneto them an- -epen-ent on the valuation inclu-e- in the or4list. $he more rules that appl* to a customer the higher this customer is prioriti+ein the or4list. Collection strategies are there,ore the basis ,or the automatic creation o, or4lists.
Note: The transaction code for creating or editing Collection Strateg( is UDM_ST%TE)*"
Process Collection groups; Collection groups cover all collection specialists that collect receivables using the same collection strateg*. $he collection manager is responsible ,or assigning his emplo*ees to collection groups. 9e can also -e,ine a substitute ,or each collection specialist in a collection group ,or times hen the specialist is absent. $he or4 list items ,or the absent colleague are then assigne- to this substitute automaticall*. $he collection manager also -etermines the collection strateg* that a collection group uses to collect receivables.
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ote: !he transaction co"e for Collection groups in UDM_)%'UP"
#"it $usiness Partner Master Recor" "n SAP Collections Management ever* customer has a business partner master recor-. "n this master recor- the collection group an- 6optional7 collection specialist responsible ,or the customer are -e,ine-. $he collection strateg* relevant ,or valuating the customer is -erive- ,rom the collection group. $he collection groups an- collection specialists are assigne- automaticall* 6see the process Data S*nchroni+ation anCreation o, Wor4lists7. ", necessar* the collection manager can assign a -i,,erent collection specialist to the customer. $his ma* be necessar* ,or e;ample to improve the -istribution o, the or4loa- in his team an- to react to changes in personnel. 9e can also assign a -i,,erent collection group to the customer temporaril* an- i, re>uire- an alternative collection specialist.
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ote: !he transaction co"e for editing a +usiness partner ,aster record is UDM_+P"
Monitor Collection of Receiva%les $he collection manager is responsible ,or the success,ul collection o, receivables. $o monitor this process he can -ispla* the or4list items ,or all collection groups assigne- to him. 9e can -ispla* statistics that help him to evaluate ho man* or4list items have been complete- ho man* are still open an- ho man* success,ul or unsuccess,ul customer contacts have alrea-* been carrieout. 9e can also re-istribute or4list items beteen collection specialists ,or a more even -istribution o, the or4loa- an- to ensure that high priorit* items are processe- >uic4l*.
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Change Assignment of Collection &roup an" Collection Specialist to Customer $he collection supervisor can reassign
ote: !he transaction co"e for the a-o#e function is UDM_+P_)%P"
Process Receiva%les A,ter opening a business partner the user ill be presente- ith this screen. $he specialist can per,orm various ,unctions in this screen hich ere brie,l* -iscusse- in the above sections. Detaile- e;planation o, each o, these tabs is presente- here1
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"nvoices
Pa*ments
Promises to Pa*
Dispute Cases
Customer Contacts
Resubmissions
'nvoices $his ,unction provi-es *ou ith an overvie o, all open invoices ,or a customer in the compan* co-es o, the current collection segment. 5ou can -ispla* a--itional in,ormation ,or each invoice an- create promises to pa* an- -ispute cases. $he tab page "nvoices is part o, the ,unction Process Receivables. 5ou can see all open invoices ,or the selecte- customer an- those here there are open resi-ual items. $he amountPromise- 6Resi-ual7 results ,rom the amount promise- minus the amount pai- ,or the promise to pa*. $he amount pai- ,or the promise to pa* results ,rom the Process "ntegration ith Accounts Receivable.
(ist of )pen Cre"it 'tems ", the account contains open cre-it items ith no invoice re,erence these are totale- b* currenc* -ispla*e- in ros highlighte- ith -i,,erent colors an- have the entr* Cre-it in the column Document umber. Doubleclic4 on these ros to -ispla* a list o, items that have been totaleon the loer part o, the screen.
Creating Promises to Pa* Select one or more invoices ,or hich *ou ant to create a promise to pa* an- choose Promise to pa* ith the >uic4 in,o te;t Create Promise to Pay. $he screen area Create Promise to Pa* appears un-er the list o, invoices. "n the ,iel- Promise- the total o, the open items is proposeautomaticall*. ", *ou select invoices that alrea-* have a promise to pa* ith the s*stem status /pen this is con,irme- an- the ne promise to pa* contains a level increase- b* one. ", *ou enter a promise to pa* ,or several invoices the s*stem automaticall* creates in-ivi-ual promises to pa* ,or each invoice hen *ou save so that *ou can process an- ,ollo promises to pa* at invoice level.
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. %nter the -ata re>uire- ,or the promise to pa*. "n the ,iel- Re,erence *ou can enter -ata such as a chec4 number that the customer gave *ou. 5ou can also enter notes in a te;t ,iel-. 2. ", *ou have onl* selecte- one invoice or i, the amount promise- ,or several invoices agrees ith the total open amount *ou can save the promise6s7 to pa*. /therise *ou have to speci,* ho the amount promise- is -istribute- beteen the invoices selecte-. a. Choose ith the >uic4 in,o te;t Distribution. $he screen area Distribute Amount appears. b. Assign the amount that as promise- to each invoice in the list o, invoices ,or hich a promise as submitte-. $he ,olloing automatic -istribution ,unctions are available ,or this -istribution1 • ? %>uall*1 %ach invoice receives a part o, the total amount promise- -epen-ing on the open amount. • ? Accor-ing to -ue -ate1 $he invoice ith the earliest -ue -ate receives a part o, the amount promise- ,irst. ", the total promise- amount as not assigne- the invoice ith the ne;t -ue -ate receives a part an- so on. ", *ou -istribute the amount manuall* choose ith the >uic4 in,o te;t Chec4 Distribution to ensure that the total amount -istribute- matches the total amount promise-. ", this is not the case but *ou ant to retain the amounts *ou -istribute- the s*stem automaticall* changes the total amount promise- to the ne total o, the amounts *ou entere-. 3. Save *our entries.
Pa*ments $his ,unction provi-es *ou ith an overvie o, the pa*ments o, a customer. $he tab page Pa*ments is part o, the ,unction Process Receivables. For the customer selecte- *ou see the incoming pa*ments o, the last 3) -a*s that have been poste- in the compan* co-es o, the current collection segment. 5ou can change this perio- i, necessar*. For an e;act here use- list ,or the pa*ment choose 9istor*.
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Dispute Cases $his ,unction provi-es *ou ith an overvie o, all -ispute cases o, the customer that contain at least one item asDispute- /b=ect. $he tab page Dispute Cases is part o, the ,unction Process Receivables. ", *ou select a -ispute case ,rom the list an- choose Dispute Case ith the >uic4 in,o te;t Displa* Dispute Case the s*stem -ispla*s the -ispute case ith all hea-er -ata notes log an- the case recor- ith the lin4eob=ects.
Customer Contacts $his ,unction provi-es *ou ith an overvie o, the contacts ith a customer in a collection segment. For each customer contact *ou can -ispla* a--itional in,ormation in the loer screen area.
Resu%missions $his ,unction provi-es *ou ith an overvie o, all resubmissions ,or a customer in the current segment that have notbeen complete-. 5ou can create change or -ispla* in-ivi-ual resubmissions. 5ou can also complete one or more resubmissions.
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SAP D'SPU!# MAA&#M#! $his component contains ,unctions ,or processing receivablesrelate-ispute cases. "t supplements the logistics process chain Purchase /r-er @ Deliver* @ "nvoice @ Pa*ment in the stage beteen invoice an- pa*ment i, there are -iscrepancies ith the customer. Disputes arise i, customers -e-uct an amount ,rom the invoice /R not ma4e a pa*ment at all -ue to
Pricing issues
0ate -eliver*
"ncorrect -elivere- >uantit*
Damage- goo-s
9igh volume o, such -ispute- items can lea- to
9igh DS/
Di,,icult* in pre-icting cash ,lo
9igh cost o, solving the -ispute cases
When a customer -isputes an invoice i-eall* e oul- to li4e to trac4 it b* recor-ing various aspects relate- to this -ispute li4e the reason h* the customer is -isputing an invoice the criticalit* o, the issue the amount o, the -ispute an- an* notes an- proo, or attachments provi-e- b* the customer in this regar-. $his re>uirement o, all the in,ormation relate- to a -ispute is illustrate- in the ,olloing -iagram1
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When *ou create -ispute cases the attributes 6,or e;ample processor reason priorit* e;ternal re,erence contact person7 an- notes that *ou enter in the -ialog bo; are inclu-e- in the -ispute case. $he s*stem also a--s the line items concerne- as -ispute- ob=ects an- uses the environment to -etermine other ob=ects that coul- be help,ul in processing the -ispute case 6customer invoice ,or a resi-ual item billing -ocument ,rom SAP R83 %nterprise !.) also account statement items7B the s*stem a--s these other ob=ects to the -ispute case. $he s*stem -etermines the -ispute- amount ,rom the -ispute- line items an- saves it in the -ispute case as an attribute. Folloing aspects o, -ispute management is -iscusse- in the ,olloing sections.
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Creating a Dispute case
Searching ,or a Dispute case
#p-ating a Dispute case
Fiel-s o, a Dispute case
Attributes o, a Dispute case
Closing a Dispute case
Creating a "ispute case $he easiest a* to create a -ispute case is through the transaction F<0 6Displa* open items7. Dispute cases can also be create- through various other transactions. %.g. hile -ispla*ing a line item through F<)2 or in clearing transactions li4e F2( an- F32. $o create a -ispute case simpl* select the line item & clic4 on the Create Dispute case button.
"n the ne;t in-o enter all the relevant in,ormation an- save the -ispute case.
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Searching for a "ispute case Almost all o, the ,unctionalities relate- to this mo-ule can be accessethrough the transaction #DMD"SP#$%. ", *ou 4no the Dispute case i- *ou can simpl* enter the number an- ,inthe case. %ven i, *ou -on:t 4no the number *ou can still ,in- the -ispute case b* entering various other search criteria li4e the invoice number o, user i- or creation -ate range. . Call up -ispute case processing. 2. %;pan- the Cases ,ol-er. 3. Choose Dispute Case Search. $he -ispute case search appears on the right si-e o, the screen. !. %nter values ,or the attributes that *ou ant to use to search ,or the -ispute case. ", *ou -o not enter an attribute value the s*stem selects all e;isting cases. . Choose
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%;ecute Search.
E. $he s*stem -ispla*s the list o, selecte- -ispute cases here *ou can -ouble clic4 on in-ivi-ual cases to select them. Fin- -ispute cases in hich *ou are entere- as processor coor-inator or person responsible . Choose M* Dispute Cases. A list o, the -ispute cases here *ou are entere- as processor appears on the right si-e o, the screen. ", *ou ant to see the -ispute cases in hich *ou are entere- as person responsible or coor-inator select the re>uire- role vie b* choosing Processor. (. $he s*stem -ispla*s the list o, selecte- -ispute cases an- *ou can -ouble clic4 on in-ivi-ual cases to select them.
Up"ating a "ispute case A -ispute case can be up-ate- b* a user using the transaction co-e #DMD"SP#$%. Mass up-ates can also be per,orme- using this transaction.
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Fiel"s of a "ispute case $here are various ,iel-s available in a -ispute case1
)riginal Dispute" Amount When *ou create a -ispute case the s*stem enters the value o, the -ispute- line items in the ,iel- Original Disputed Amount . $he currenc* o, these items -etermines the currenc* o, the -ispute case. Dispute" amount $he Dispute- Amount is the remaining open amount o, a -ispute case. When *ou create the -ispute case the -ispute- amount is the same as the original -ispute- amount. At an* time it contains the current total o, the -ispute- items. Amount cre"ite" Cre-its that *ou clear -uring a clearing transaction increase the amount cre-iteAmount pai" $he amount pai- is the total o, the pa*ments poste- ,or a -ispute case. $he s*stem calculates the amount pai- ,or each line item using the ,olloing logic1
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$he posting o, partial pa*ments ,or a -ispute- receivable increases the amount pai-.
Pa*ments on account that are cleare- -uring clearing are -istribute- to the items in the same a* as the cre-it memos 6see Amount Cre-ite-7.
Amount cleare" manuall* $he amount cleare- manuall* is the resolve- portion o, the original -ispute- amount that as neither cre-ite- nor pai-. $his inclu-es1
Resi-ual items hose reason co-e controls that the -i,,erence is ritten o,, to a separate general le-ger acc ount.
Cash -iscount -e-uctions 6inclu-ing ta; a-=ustment7 hen resi-ual items are create-.
/ther clearing transactions that ere not poste- ith the stan-artransaction ,or incoming pa*ments.
Amount +ritten off automaticall* ", *ou ant to rite o,, the items o, over-ue -ispute cases automaticall* the s*stem enters the -ispute- amount in the ,iel- ,or the amount ritten o,, automaticall*.
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Attri%utes of a "ispute case: "n a--ition to the ,iel-s -ispla*e- above other attributes o, a -ispute case can be accesse- b* clic4ing on the Attributes button.
/nce *ou are in the Attributes section *ou ill see ,olloing sub ob=ects in here1
0in4e- ob=ects otes 0og
(inke" )%,ects: All the lin4e- ob=ects li4e the invoice relate- to the -ispute- item the billing -ocument the business partner an* resolve- ob=ects can be seen & accesse- here. <* simpl* -ouble clic4ing on an ob=ect *ou ill be -irecte- to the -ispla* mo-e o, that ob=ect.
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otes An* notes relate- to the -ispute can be entere- here.
(og All the activit* an- histor* ,or a -ispute can be seen here1
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Closing a "ispute case ", a -ispute case has been completel* resolve- the processor can close it. From SAP R83 %nterprise !.) *ou can choose hether the s*stem is to close the -ispute cases automaticall* hen the last -ispute- ob=ect ,or the case is cleare- or hether the processor is to close the -ispute cases manuall*. /0AM:s Dispute management is con,igure- to close a case automaticall* hen the -ispute amount is +ero.
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