Draft - for internal use only.
Chargebacks & Reverse chargebacks
Chargeback claim
Start
via DM uploaded on
EDI
DMs sent to
DMs
CB associate
DMs received
uploaded on
in 844
on Email
Oracle
Data sent to
DMs processed and
AR for
checked for
further
discrepancies
processing
Red-flag the DMs with
Chargeback
discrepancy and tag them
CM generated and
response (849)
with the error type out of
Yes
Discrepancy
No
chargeback claims
Wholesaler has 849
Yes
shared with
the six predefined error
exists?
flow to AR within
facility in EDI?
wholesalers
Oracle
types
through EDI
No
15
Print the word
On the next day,
In the exported
Print the formatted
Copy content of
Convert to
document and file it
generate & extract
spreadsheet, delete
spreadsheet and file
Extract discrepancy
Send Credit
Email to a blank MS
columnar format
in the current
transaction
unwanted columns
in the current
Discrepancy
Memo # to
Transaction
word document
summary report
report
report from the
wholesaler
summary
month͛s folder
from the Oracle
and save in K-Drive
month͛s folder
Oracle
from TSR via
report
Email
12
Transaction
Transaction
12
Transaction
In the exported
Debit memos
summary
summary report
summary report
Discrepancy report
spreadsheet, delete
(TSR)
(TSR)
report
unwanted columns
and save in K-Drive
Check count of CMs
16
reflected in TSR with count
Print the formatted
of DMs of previous day
Discrepancy report
spreadsheet and file
in the current
DMs uploaded
month͛s folder
twice in the
No
Count matches?
Yes
Oracle?
Yes
Yes
No
No
Address
Reprocess
discrepancies
Does the difference match
Difference on account of
and resolve
with count of unprocessed
No
resolving prior period͛s
Yes
DM received for
DMs of previous day?
unprocessed DMs
$0 amounts
No
No
A
Escalate to IT & AR
14
Remove duplicates
if there͛s an issue
No
from the Oracle by
with Oracle and CM
not reflected in TSR
Discrepancies
running the rebate
Yes
resolved?
Yes
batches purge
request
No
13
Update contract
Update disputed
17
Wholesaler
Discrepancy is put
details in the Oracle
Reprocess
view in chargebacks
is notified of
on hold
with contract details
denial
and reprocess
and reprocess
through EDI
(849)
No
Yes
Yes
Reach out to
Verify contract
Oracle has
the wholesaler
details with
correct contract
Yes
to verify correct
Correct contract details
No
Deny claim and
Wholesaler has 849
Customer Service
details?
contract
obtained?
notify wholesaler
facility in EDI?
Manager
number
No
Wholesaler
is notified of
denial
Email from
through
Wholesaler
Email
End
Discrepancies resolution
Calculated amount does not match claimed amount
Code conversion mapping is not defined
Agreement is null
Error getting product price (Product not on contract)
Line is duplicated
Purchase price is missing (WAC price is invalid)
(Contract price doesn͛t match)
for this product
No
No
Error type:
Error type: Line
No
Purchase price is
No
B
A
B
is duplicated?
missing?
Error type: Code
Error type: Error
Yes
conversion mapping is
No
Chargeback
not defined?
getting product price?
Pricing
historical
report
Yes
report
Check pricing report
Error type:
Error type: Calculated
in BI and update
Pricing
Agreement is
No
amount does not match
Yes
WAC price in the
report
null?
claimed amount?
Yes
disputed view of
chargebacks
Check code
10
Check pricing report
18
10
Verify historical
Returned to
No
if the product is
Returned to
No
chargeback report
Yes
mapping with
wholesaler?
wholesaler?
Customer Service
discontinued?
to check if rebill?
Manager
Yes
Request
Check for contract
Yes
WAC price
Customer
details in BI pricing
Pricing
available in
No
service team to
report
report
Check for contract
Product
Oracle?
update WAC
price, WAC price
No
Discontinued?
price in Oracle
and modifications in
Update return
duplicate͛ field in
Rebilling by
19
contract
Email from
the disputed view of
Yes
wholesaler?
Yes
Update product͛s
customer
chargebacks
code mapping in
Check with
Oracle
service
Run purchase price
Check with
manager
Customer Service
Update WAC price
Contract exists
Customer Service
Manager if the
Yes
Yes
No
in the disputed view
update program in
No
product added to
Oracle and process
in Oracle?
Manager for
of chargebacks and
in the disputed view
contract details
contract?
process
Contract
No
Contact wholesaler
of chargebacks
revised?
11
Chargeback
for copy of invoice
Yes
Email with
Run purchase price
Email with
valid?
to confirm If
contract
update program in
contract
Add the product to
chargeback is valid
details
Yes
Oracle
details
the disputed view
Update fields in
17
chargeback
disputed view of
Deny claimed
EDI
Contract
Revision
20
amount and accept
Or
Yes
B
chargebacks for the
verified?
effected less
No
DM with correct
than 10 days
No
calculated amount
Product added?
EDI
Email
contract number
ago?
and notify to
No
wholesaler
Email
Click on Process͛ in
Yes
No
the disputed view of
Or
Yes
chargebacks
Yes
Click Initiate
Click on Process͛ in
Update contract
Accept claimed
payment͛ in
Chargebacks under
Click on Process͛ in
Deny the claim and
the disputed view of
details in Oracle
amount
Trade Management
EDI
the disputed view of
notify the
chargebacks
Module
Update contract
Or
Deny the claim
chargebacks
wholesaler
No
details in Oracle and
and notify the
Reach out to
17
reprocess
wholesaler
All errors
Email
wholesaler to
No
B
verify contract
resolved?
Wholesaler
no. intended to
Email from
disagrees with
End
Yes
be submitted,
wholesaler
calculated
All errors
on Email
amount?
End
resolved?
Click on Process͛ in
No
Yes
the disputed view of
chargebacks
Correct contract
Email from
Check with customer
B
details obtained?
wholesaler
Update
service manager whether
required?
contract details need to be
updated in Oracle
No
Yes
All errors
All errors
No
Yes
Yes
resolved?
resolved?
No
Email with
EDI
contract
Deny the claim and
details
No
Yes
No
notify the
Or
wholesaler
Send contract copy
to wholesaler and
B
B
Email
request to rectify in
their Oracle
Yes
Update contract
details and notify
End
End
wholesaler to
resubmit claim on EDI
All errors
resolved?
Yes
Click Initiate
payment͛ in
Chargebacks under
End
A-End
Trade Management
Module
Legends -
Process (to be
Data-flow via
Data-flow via
Data-flow via
E-Document
Physical Document
On page
Off page
DM - Debit Memo
Start / End
Process
confirmed)
Decision point
EDI
Oracle BI
Email
connector
connector
Process flow
Document/Data flow
CM - Credit Memo