Disputes – Overview

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Disputes – Overview

The disputes system is run by the users.

The only administrative activity is in setting up the DOA hierarchy.

Kuhlekt has a built-in dispute resolution process, which is used to resolve customer issues. A dispute is created from an account’s ‘Disputes’ section. The details of the dispute are stored in the dispute itself.

Once a dispute is created, the system then generates a series of ‘steps’ for the dispute approval and resolution. The steps are.

Approval: Operations (optional)

Approval: Owner

Approval: The next level in the DOA hierarchy

  • Repeat -> Approval: The next level in the DOA hierarchy
  • Until it has been approved by a sufficient approval level
  • Credit/Invoice: Accounts (optional)
  • Follow up: Account manager (Conditional, on the owner remaining as the Account Manager) Every user has an approval level. The approval levels are maintained in the DOA hierarchy.

The process starts with an optional step for Operations. If an Operations user is selected, then an approval step is assigned to the Operations user. When the Operations user approves the step, the dispute is then assigned to the Owner.

The next step is an approval step for the Owner. When the Owner approves the step, if their approval level is greater than the amount of the dispute, then the dispute is approved.

If the Owners approval level is less than the amount of the dispute, the next step is created and is assigned to the user at the next level in the DOA hierarchy. This process continues until a dispute step is approved by a user with an approval level greater than the amount of the dispute.

Once a dispute has been approved, there is an optional Credit/Invoice step that is assigned to the accounts team.

The last step ‘Follow up’ step by the Account Manager is conditional. Initially, the Owner defaults to the Account Manager for the account. If the owner is left as the default account manager, then the last step of the workflow is for the Account Manager to follow up. However, if the Owner is changed to a different user, then the Account Manager is not involved in the workflow (both at the start of the dispute and at the end of the dispute).

Once all the steps have been actioned, the dispute is closed. At each step, the user has several options

Approve

Decline

Re-assign – to a different user

Step back – to the user of the previous step

Any user with an equal or greater approval level of the assigned user can action the step. A decline at any step means that the dispute is declined.

If a dispute step is not actioned by the due date, the system will send a reminder email to the assigned user. If the step continues to not be actioned, then a second reminder email is sent to the assigned user, as well as an email to the user at the next level in the DOA hierarchy. This emailing process continues all the way up the DOA hierarchy, until the step is actioned.

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