Revised:  09/14/2022

Resolving Disputed Items

ReferencesReferences

Overview

This process is used to document the resolution of disputed items.

Steps  

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

1. Click the Advanced Search tab.

• The Advanced Search tab displays.

2. Enter the Set ID in the SetID field.
3. Enter the Customer ID in the Customer field.
4. Click the Status dropdown field and select Disputed.
5. Popular search criteria are credit analyst, purchase order ID, dispute and/or collection reason.

5. Click Search.

• The search results display on the Detail 1 tab.

6. Review the search results and click on the Item link of the appropriate record.

• The Detail 1 tab displays.

7. Deselect the Dispute check box.
8. Edit the Dispute Amount as necessary.
   • Typically, the entire amount will be disputed.

9. Click Apply.
10. 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 Conversation link.
    • The Conversations tab displays.

5. 2. Enter the topic of the conversation in the Description field.
      • Example: Dispute Resolution.
   3. Check what the allowable values are for the agency-specific unit, and enter data in the Subject field. 
      • The look up icon is disabled for this field.
   4. Change the Amount in the Amount field, if needed, to reflect the dispute resolution.
   5. Enter or select the OAKS FIN Contact ID in the Contact ID field.

6. Enter notes from the conversation in the Comments field.
   • Example: “Customer providing 90-day warranty as ordered.”
7. Click OK.

• The Detail 1 tab displays.

11. Click OK.