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Frequency
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References
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Daily internal controls
Disputes in “Open” and “In Progress” with no modifications for more than 10 days
In order to know how to extract the data required for this control, open file “Follow-up Sales CCS “stored in drive L
Open transaction UDM_DISPUTE (PI1) and search for variant “/DISPUTE FOLLOW UP”
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For each dispute check the notes tab to see if any actions were taken and change the status to “Call by Collector” in order for the correspondent Collector to handle it immediately. |
Disputes with External Reference not filled-in with region
To perform this control open also the file “Follow-up Sales-CCS“stored in drive L.
Open transaction UDM_DISPUTE (PI1) and extract a report using the following filters:
Case Type – Z00A
Status – 10, 21 and 23
Reason – Exclude A999 (Other reasons – as this is usually created by CM)
Escalation reason – Select Z4 (Region EMEA BO)
External refer. – Exclude:
*BENELUX*
*EXPORT*
*FRANCE*
*IBERIA*
*ITALY*
*DACH-F*
*DACH-P*
*UK*
Created By – PT*
Created On – Date of the control
For each dispute check if the “External refer.” Field is filled-in with the correct region and update it if necessary.
Salesforce cases with no modifications for more than 48H
To perform this control the following Salesforce report must be executed: “Cases with no modifications > 48 hours”
The results must be included in the communication sent afterwards in order to be assigned to the users by the Team Leader and to be handled with priority.
Weekly internal controls
Disputes with incorrect status
Each Monday it is necessary to check if there is any dispute modified in the previous week with an incorrect status. To perform this control open also the file “Follow-up Sales-CCS“stored in drive L.
Open transaction UDM_DISPUTE (PI1) and search for variant “/DISPUTE FOLLOW UP CONTROLS”
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For each dispute check if the current status is appropriated and change it accordingly:
- To “To be Collected”: if issue is solved
- To “Call by Collector”: if any action is required from the Collector
- To “To be Cleared”: if any action is required from Accounts Receivable Team
Definition
2 different processes to correct an invoice:
1. Some customers only want to be debited or credited for the “difference” on the original invoice.
- In this case Customer Service calculates what the customer is owed or what balance needs to be billed. Creates only a debit or Credit for that amount.
2. Some customers require a “clean invoice” (most common case)
- Completely Credit the original invoice and correctly Debit entire invoice.
The validation email should detail which case it is.
For WP1, ZI partner is the CSR managing the document. He/she can be retrieved in the Header partners ( can be via transaction VA03 or V23):
In PF1, the CSR can be retrieved the same way, but under partner VW :
A credit / debit memo Request, and a Return, when released from billing block, will generate a Credit / debit Note or a Credit for Return that will actually trigger the payment to the customer.
This information can be found in the Document flow. Once the Credit / debit memo Request or the return has been released from Billing block, the Credit memo, Debit Memo or Credit for Returns document will show in the document flow.
Example of a return :
Procedure
When Post invoicing documents are created by Customer Service, a Billing block is automatically populated. Customer service Rep doesn’t have the authorizations to remove this billing block.
Customer service Rep is responsible to:
- Obtain the required validation(s) in the GBU according to their dedicated Matrix of Validation related to post-invoicing
- Ensure that the customer, the material, the quantity, and the value are correct
- Ensure that the Taxes are correctly applied (Header text: The CSR will enter a text in the “Internal note” text taxes have been impacted)
- Check that there is no duplicate in the document flow
SBS Service Center in Curitiba is responsible to check:
- That the doc was created in reference to an invoice (if only 1 invoice was at stake. If against multiple invoices (ie created without reference), need to list all invoices # in internal header texts)
- No duplicate in the document flow
- That the validation has been attached in the Credit /debit memo (mandatory)
- That the validator is the right person according to the BU Matrix of validation (valid one year)
- That the customer, the material, the quantity, and the value are correct according to the validation email attached / text entered by the CSR.
Example
For example, if the validation email says that we are issuing a Credit for Sartomer (1), for material 46083 (2) for 34 200lb (3) for 147060 USD (4), this check is OK.
- that the Taxes are correctly applied (Header text: Internal note should mention if taxes have been impacted)
for returns : That the plant has received the product back using 651 and 4xx transaction so we don't have FI-CO differences, and that it is the same quantity as the credit memo (see details below).
1. Monitor Blocked Documents
1.1. Frequency
Once a day or more often (3 times at least: morning, lunch time and 5pm Eastern time) during closing period (last days / first days). SBS OtC Service center will receive an email from Jean O’Brien that also could be a trigger to identify blocked documents and release then.
1.2. Through transactions V23 / ZV23 in WP1
Run V23 or ZV23 in WP1
With selection criteria:
- Sales org US05 / CA02 / US21 / CA11 / US01 / CA10
- Header Billing block: 08, 09, 14
- Entered on: from: Jan 1st 2016(or current year) until today's date
- ALL SD Document
- SD document category: H, K, L
Or use variants in V23:
A list of documents to be released is displayed.
Enter the Credit / debit / return request document by clicking on the document number in SD Doc column
To do sort by “Delivery status” and -> to define priorities:
First: fully delivered, not relev for deliver, and
***not delivered in case of returns (in “stand by” until confirmation is delivered)
1.3. Through transactions V23 / ZV23 in PF1
Run V23 or ZV23 in PF1
With selection criteria:
- Sales org 3384
- Entered on: from: Jan 1st 2016(or current year) until today's date
- ALL SD Document
- SD document category: H, K, L
A list of documents to be released is displayed.
Enter the Credit / debit / return request document by clicking on the document number in SD Doc column
To do sort by “Delivery status” and -> to define priorities:
First: fully delivered, not relev for deliver, and
***not delivered in case of returns (in “stand by” until confirmation is delivered)
2. Control the documents
Proceed to the controls to check the accuracy of Document and Validations
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Start with Credit and Debit Memos (sales document type)
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Note the net value of the document
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Check the header texts
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And check the attachment list
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Check that the validation has been attached or copied in the header texts
(form header or mention on invoice header texts) in the Credit /debit memo
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Check in the approval matrix if the approver is an authorized person
Validation Matrix is valid 1 year maximum.
Novecare
See below an example of the validation matrix for Novecare NAM as of Q1 2016.
For Documents with Net value > 11M$, the GBU President, E. Bustraen must validate the document.
For documents with Net value below 110K$ but above 33K$, the Regional Market Director of that Market must validate. For Distribution Channel 16 (HPC – Personal care), the validation email must come from S. Renac.
The Market can be determined in the WP1 document by checking the Distribution Channel in the Sales Tab.
Or if the validator is a Sales Rep, you can check it in the Sales Tab of the Header : Sales Group : if the Sales Rep found in the Sales group is the one validating the post invoicing document, the check is successful.
Special Chem
See below an example of the validation matrix for Special Chem NAM as of Q3 2016.
For Documents with Net value >1M EUR = 1.1 M USD, the GBU President/GBU Finance Director and GBU Commercial Director must validate the document.
For documents with Net Value between 100-500 k EUR = 110 - 550 k USD the BU Commercial Manager must validate and above <100 k EUR = 110 k USD Commercial Manager must validate
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Check that the SAP Net value and currency matches the request received
Net value in the WP1 header document must be the same as the value in the validation email
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Check that the doc was created in reference to an invoice
This is mandatory if only 1 invoice was at stake. It can be verified in the document flow.
Select the sales order and Display Document
Then select Document flow again from the Sales order
For Example, BO could question if one Sales order was already subject to a Return, and then, an additional Credit memo was issued.
For example, in this document flow, we see both a return and a Credit memo
If the doc was created against multiple invoices (ie created without reference), need to list all invoices # in internal header text or Mention on invoice header texts
| Note |
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Customer service is responsible
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Check the returns
Returns should not stay in the report for longer than a month. If creation date is more than a month ago, contact CSR (ZI / VW partner) with a screen shot of the report sorted by date with the one older than a month , copy the supervisors, asking if the return has been returned already or when it will be check attachment or text for validation.
If status in report is Not Delivered, ignore. The document is not ready to be released.
If return Net value = 0, document can be released without any further check.
Status for Returns :
| Warning |
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Attention, the fully delivered status for returns is not accurate. Not all fully delivered documents should be released. Further checks should be performed for Returns in the fully delivered status:
Check MB51 with material / plan / customer: check that the plant has received the product back using 651 (and not cancelled by 652) and 4** transaction (4** must show 2 lines in the result
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In this example, Stock movement 651 is for 3 DR. There is no cancellation of 651 by a 652 movement. Then we do have 2 lines for 459 documents. One with value, one without => OK, conform with what is expected.
Now check the quantity. The 651 and 459 must match. In this example, there is a unit difference.
The 651 movement is in DR (Drums). We see in the material description (circled in Red) that 1 DR = 440.92 LB. We calculate that 3 DR = 1322.76 LB. 1322.76 is the quantity in the 459 movement => we can validate that the quantity in 651 = to the quantity in 459 => Return validated.
If there is a quantity difference, send an email to the CSR (ZI/VW partner) to check.
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Check the value that shows on the validation email and compare to the net value in the document to validate it is matching.
Same controls as other documents apply (validation email from the right person depending on the validation matrix, …)
3. Request Correction / additional information about the Post invoicing document
For each doc failing controls, send an email to the CSR (ZI / VW partner in the header Partner tab) stating the failed controls and requesting the missing information / correction of the inaccuracies. Once the Service Center has received a satisfying answer, ask the CSR to add this justifying email trail in the attachments.
4. Release billing block
When all controls are successfully completed:
Go in Item Overview tab
Remove billing block 08, 09 or 14 (replace Block with Blank)
Save
| Note |
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Note: Twice a day, the actual debit / credit memos and Credit for returns (invoices) will generate by job |
5. Validation matrix update
Yearly, OtC Service Center sends an email to the Regional Finance Manager NA (ie as of 03/2016: Carl Machado) to retrieve the updated matrix for Novecare and for Special Chem:Vincent Toussaint and Lesa Nerey.
If the validation matrix is updated outside of the standard timing (beg of the year), Finance is in charge of informing the OtC Service Center Manager (ie as of 03/2016: Walquiria Costa
Publishing controls
After the controls are performed, the results are communicated to TQM team, copy to the OTC BO Manager, Team Leader and team Specialists.
The errors detected on controls are registered in the following file for further analysis and follow-up:
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