This procedure covers all contacts with customers regarding AR activity.
Customers-Search with Find/Enter
Customers-Credit Balances and Refunds
The AR Collections Specialist is responsible for:
AR Collections Specialist*
The AR Manager is responsible for ensuring that this document is necessary, reflects actual practice, and supports University policy.
This activity is performed whenever Accounts Receivable is contacted by the customer regarding any AR activity.
All customer inquiries begin by contacting Accounts Receivable.
AR Collections Specialist
1. Respond to inquiry by customer.
If the inquiry concerns invoice errors, goto task #2. Otherwise, goto task #3.
2. Contact the AR Billing Specialist responsible for the invoice.
3. Research the customer's account information.
N > Customer > Standard
Refer to Customers-Search with Find/Enter
4. Provide account information to customer.
If credit balance exists, goto task #5. Otherwise, goto end of activity.
5. Determine reason(s) for credit balance.
Possible causes of a credit balance include:
6. Document the call.
N ® Collections ® Customer Calls
Refer to Collections-Customer Calls.
If customer requests a refund, goto task #7. Otherwise, goto end of activity.
7. Begin the refund process.
Refer to Customers-Credit Balances and Refunds.
End of activity.
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