Revised:  09/14/2022

Placing Items in Dispute

ReferencesReferences

Overview

Items are placed in dispute when a customer reports that they have been billed incorrectly. Placing an item in dispute allows those items to be separated when reviewing the customer balance information.

Steps

• https://ohid.ohio.gov/wps/myportal/gov/myohio/ > Financials > NavBar > Menu > Accounts Receivable > Customer Accounts > Customer Information > Account Overview

1. Click the Profile tab.
2. Verify or enter the agency specified BU into the SetID field.
   • Set IDs are the keys to the control tables. They dictate the type of transaction a business unit can complete. It also determines the data accessible to a business unit.

3. Enter the agency specified BU into the Unit field.

4. Enter the ID of the customer disputing an item in the Customer field.

5. Enter or select the Level of the customer relationship from the Level dropdown. The choices are:

   • Corporate
   • Correspondence
   • No Relationship
   • Remit From

6. Click Search.

• The profile matching the search criteria displays.

7. Click the Item List link.

• The Customer Item Inquiry pop-up window displays.

8. Review the Due and Days Late columns to see when the bill was due.
9. Click an Item link to view the details for that item.

• The Detail 1 tab information displays, including balance, discount, payment and maintenance information for the item.

10. Select the Dispute check box.
11. The state does not use the Deduction and Doubtful check boxes.
11. Use the Look Up Reason icon next to the Reason field to select the Reason for the dispute.
12. Verify or edit the date the dispute was identified in the Date field.
13. Verify or edit the Dispute Amount field; the dispute may be for the full or a partial amount of the item.
    • This field is automatically populated with the full amount of the item when the Reason Code is selected. Editing this field does not alter the Balance or original Amount fields.

14. Click Apply.
15. If necessary, make a record of the conversation with the customer. It is a good idea, at minimum, to add conversations when a dispute is added and when it is resolved.
    1. Click the Add A Conversation link.

• The Conversations tab displays.

11. 2. Enter the topic of the conversation in the Description field.
    3. Check what the allowable values are for the agency specified unit, and enter data in the Subject field.
       • The Look Up Subject icon is disabled for this field.
    4. Confirm the amount under dispute in the Amount field.
       • By default, the outstanding item balance displays.
    5. Enter or select the OAKS FIN Contact ID .
    6. Enter notes on what was said in the conversation in the Comments field.

10. 7. • Example: “Informed Paula Smith that item is being disputed.”
    8. Click Apply.
    9. Click OK .  

16. Click OK to save and close the item detail.

17. Click Cancel to close the Detail 1 tab without saving changes.