Draft - for internal use only.
Chargebacks & Reverse chargebacks
Chargeback claim
via DM uploaded on
Start
EDI with reference
to URN and ULN
details for each
product
DMs
DMs received
uploaded on
in 844
Oracle
Data sent to
On the next day, check no. of
DMs processed and
AR for
CM generated against no. of
checked for
further
DMs uploaded in Oracle
discrepancies
processing
Red-flag the DMs with
CM generated and
Chargeback
discrepancy and tag them
Discrepancy
chargeback claims
Wholesaler has 849
response (849)
Create a log of
Raise a ticket to IT
with the error type out of
Yes
No
Yes
shared with
unprocessed DMs
Unprocessed DMs
team marking CBA
the six predefined error
exists?
flow to AR within
facility in EDI?
wholesalers
match unresolved
No
Oracle
tagged with reasons
discrepancies?
and AR and notify
types
through EDI
for not processing
the issue
Yes
Yes
No
Send Credit
C
Memo # to
Transaction
wholesaler
summary
Extract discrepancy
Discrepancies
from TSR via
report
Discrepancy
resolved?
Email
report
report from the
Oracle
No
In the exported
Discrepancy is put
Discrepancy report
spreadsheet, delete
on hold and notified
unwanted columns
to SCBA and AD-F
C
and save in K-Drive
Reverify contract
details with
Oracle has
Update contract
Address
correct contract
No
details in the Oracle
C
discrepancies
Customer Service
details?
and reprocess
Manager
and resolve
Wholesaler
A
is notified of
Yes
denial
through EDI
(849)
Yes
Deny claim and
Wholesaler has 849
notify wholesaler
facility in EDI?
No
Wholesaler is
notified of denial
through Email
End
Discrepancies resolution
Calculated amount does not match claimed amount
Code conversion mapping is not defined
Error getting product price (Product not on
Agreement is null
Line is duplicated
Purchase price is missing (WAC price is invalid)
(Contract price doesn͛t match)
for this product
contract)
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
getting product price?
Contact wholesaler
not defined?
for copy of invoice
EDI
Email
to confirm If
Check pricing report
Error type:
Error type: Calculated
chargeback is valid
in BI and update
Pricing
Agreement is
No
amount does not match
WAC price in the
Or
disputed view of
report
null?
claimed amount?
Yes
Check with
chargebacks
Check code
Customer Service
Deny the claim and
Manager if the
Chargeback
No
notify the
Yes
mapping with
valid?
Customer Service
product added to
wholesaler
Manager
contract?
Yes
Request
Email with
WAC price
Customer
Check for contract
Pricing
contract
Yes
details in BI pricing
available in
No
service team to
report
report
Check for contract
details
Oracle?
update WAC
price, WAC price
End
price in Oracle
and modifications in
Update return
duplicate͛ field in
contract
Email from
Product added?
No
the disputed view of
Yes
Update product͛s
customer
chargebacks
code mapping in
service
Oracle
Run purchase price
Check with
manager
Update WAC price
update program in
Contract exists
Customer Service
Yes
in the disputed view
Oracle and process
in Oracle?
No
Manager for
of chargebacks and
Click on Process͛ in
process
in the disputed view
contract details
EDI
of chargebacks
Contract price as per
the disputed view of
Oracle correct?
Yes
Update contract
Deny the claim
Or
chargebacks
Email with
Run purchase price
details in Oracle and
and notify the
contract
update program in
reprocess
wholesaler
Yes
details
Oracle
Email
Deny claimed
EDI
No
Contract
No
amount and accept
Or
B
verified?
calculated amount
All errors
No
B
resolved?
and notify to
End
Update contract
wholesaler
Email
Click on Process͛ in
price list in Oracle
Click on Process͛ in
the disputed view of
Yes
and reprocess
the disputed view of
chargebacks
chargebacks
EDI
Yes
Deny the claim and
Update contract
notify the
Or
details in Oracle and
wholesaler
reprocess
Email
Accept claimed
amount and click
No
All errors
initiate payment͛ in
resolved?
chargebacks in
All errors
Oracle
resolved?
No
B
Wholesaler
Yes
No
disagrees with
End
Click on Process͛ in
calculated amount?
the disputed view of
B
chargebacks
Email from
wholesaler
Yes
Yes
Check with customer
Update
service manager whether
required?
contract details need to be
updated in Oracle
No
Yes
No
Email with
contract
details
Send contract copy
to wholesaler and
request to rectify in
their Oracle
All errors
resolved?
Update contract
details and notify
End
wholesaler to
resubmit claim on EDI
No
Yes
B
All errors
resolved?
Click Initiate
Yes
payment͛ in
Chargebacks under
End
A-End
Trade Management
Module
Legends -
To-be process
Data-flow via
Data-flow via
Data-flow via
E-Document
Physical Document
On page
Off page
DM - Debit Memo
Process
(suggested)
Decision point
Oracle BI
Email
connector
connector
Process flow
Start / End
EDI
Document/Data flow
CM - Credit Memo