MediusGo has a specific support for handling complaints. This can be particularly useful in cases where complaints can be lengthy (e.g. in cases that may require a type of inspection or control that will take place much later). It is then possible to remove cases from the regular flow and “park” them in a complaint queue, which means that you do not burden the Invoice Exceptions Review in Invoice with ongoing complaint cases.

Setting up complaint

Go to the Administration tool - System configuration - System settings - Functions and set the parameter UseComplaint=Yes

Go to Administration Tool - Organization - Queues - Queues and assign the roles that will handle complaints to the COMPLAINT group queue. For more information on how to manage queues, see the article Queues.

The handling of complaints can consist of several steps, which can be done in different orders depending on what best suits your way of working.

Splitting an invoice

If not the entire invoice is relevant for a complaint, the invoice can be split so that the part that the dispute is not about can be processed for review, approval and update to the financial system, while the part that the dispute is about is processed further in the complaint management. Click on the icon to open the form to split the invoice.

Read more about this in the article Split invoice.

Create Vendor letter

Complaint management requires the creation of a Vendor Letter. Click on the envelope in the Vendor's name field and a form will open to create a letter.

Read more about this in the article Vendor letter.

Send the invoice to the complaint queue

To be able to send to Complaint, a vendor letter must be created, when this has been done, the envelope in the Vendor's name field is blue .  

Then click Send and select the Send option Complaint, the option is selectable in the steps Review, Approval and Invoice Exceptions Review. The invoice is now sent to the group queue Complaint and remains there until you choose to send it on.

End a complaint case

When a complaint is closed, the invoice should be sent from the complaint queue further in the flow.

Examples:

• Invoice to be canceled: send to Invoice Exceptions Review with message, invoice administrator performs cancellation.
• Invoice to be credited: send to reviewer or approver with the option “The invoice must be credited” checked.
• Invoice to be paid: if the claim is not approved, the invoice should be sent to the reviewer or pprover so that it can be posted to the financial system and be ready for payment.