Dispute Management

SAP Dispute Management provides functions for processing

receivables-related dispute cases
Cross-department dispute resolution
All information is centrally stored and structured (electronic record)
Integration with SAP Workflow incl. e-mail notification of processors
Integration in financial but also in logistical processes
Creation and viewing of dispute cases from financial transactions
Automatic update of dispute cases by financial transactions
Links to financial and billing documents (SD and CRM)
Correspondence capabilities
Customer correspondence
Internal escalation of critical dispute cases

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Billing
1.Create outgoing invoice (SAP SD)
2.System posts open items (SAP FI-AR)
3.Post incoming invoice (customer accounting system)
Payment
4.Partial payment by check (customer accounting system)
The customer pays only 70% of the invoice amount, without specifying a reason.
5.Post incoming payment (SAP FI-AR)
A residual item is created when the incoming payment is posted.
Creating dispute cases
6.Accountant creates a dispute case for the residual item and determines the clerk
for dispute case processing as the next processor (SAP FI-AR).
Since there is an unexplained difference of 30% between the invoice and payment
amount, the accountant creates a dispute case for the difference amount. In the
fieldProcessor, he enters the name of an employee from dispute case processing.

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7.Clerk (SAP Dispute Management)
The colleague in the complaints department adds the following information to the dispute case:
Reason: Unknown, Status: In process, Priority: High,
He enters the following note:Please determine whether the delivery quantity was insufficient for this invoice.
He enters a colleague from the SD department asProcessor.
8.SD assistant (SAP Dispute Management)
The colleague from the SD department checks the case and determines that only 80% of the goods billed were
delivered. He adds the following information to the dispute case:
Reason: Under delivery
He enters the following note:Payment deduction of 20% justified due to under delivery.
He enters a colleague from dispute case processing asProcessor.
9.Clerk (SAP Dispute Management)
The colleague in dispute case processing adds the following information to the dispute case:
Priority: Low
In the notes, he requests the creation of a credit for 20% of the invoice amount.
He enters a colleague from Accounts Receivable Accounting asProcessor.
10.Accountant (SAP FI-AR)
The colleague in Accounts Receivable Accounting creates a credit for goods not delivered for 20% of the amount
of the original invoice. This clears part of the open invoice item. He enters a colleague from the receivables
management asProcessor.
11.The system updates the amount fields (SAP Dispute Management)
The posting of the credit automatically updates the amount fields in the dispute case.

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Summary.
Create dispute cases in Dispute Case Organizer or Financial accounting (FBL5N
report)
Create dispute case in Organizer due to a customer contact
Flexible search of dispute cases based on attributes
Automatic write-off an closing of dispute cases
Create dispute cases directly from Collections Management
View status of dispute cases from Collections Management
Improve cash collection by speeding up dispute resolution and better overview of
customer account
Seamless integration of the processes dispute resolution and cash collection