When a customer’s account or payment for a specific transaction is past due, you can contact the customer by phone and use the Customer Calls window to record the results of your conversation. By speaking with a customer you may learn that they were incorrectly billed, never received the goods or services that were ordered, or have already sent payment for the invoice in question. By entering details about your conversation, you create a record of the contact and can recommend any further collection action.

You can also use the Customer Calls window to place amounts in dispute and review previous calls made to your customers. You can define additional call actions and customer responses in the Receivables Lookups window. You can enter new actions or topics for an existing call, but you can only update the following information:

• Call Status in the Customer Calls window
• Follow up Complete check box in the Customer Calls window (Response tabbed region) and the Call Topics window
• Complete check box in the Actions window

Note: If there are two Transaction Number fields, the profile option AR: Show Billing Number is set to Yes. This profile
option determines whether you can enter both a consolidated billing invoice number and a transaction number. If two fields
appear next to Transaction Number, enter a consolidated billing invoice number in the first field; enter a transaction number in the second field.

Call Actions
Enter call actions during a customer call to indicate any recommended follow–up steps for a collection item. Receivables provides the following call actions:
Alert: Notify management that this item is still outstanding.

Call: Contact the customer for more information.

Collection Action: This transaction requires further collection action.

Collection Follow Up: This invoice, debit memo, or chargeback requires further follow up action.

Credit Memo: Credit memo this transaction or line item. You can generate the Call Action report for this action and have your credit memo department enter the credit memos.

Exclude from Dunning: This option removes your customer from dunning. Your customer remains off the dunning list until you re–include the customer for dunning by updating their customer profile in the Customer Profile Classes window.

Note: If you attempt to exclude from dunning a customer site that does not have a profile class but another of this customer’s sites does have a profile class, Receivables displays the following message:
”No site level profile exists. Do you want to update the customer profile?” If you choose Yes, Receivables changes
the profile class at the customer level and the customer will be excluded from dunning. If you choose No, Receivables does not update the profile class. In this case, you can define a profile class for this site in the Customers window, which will exclude the site from future dunning submissions.

Partial Dispute: Your customer disagrees with an open invoice, debit memo, or chargeback. For example, if your customer disagrees with an open debit item line amount, you can place that line in dispute for further research. You can create new dispute actions and update or delete existing dispute actions. To update an existing dispute amount for a debit item, query up the record and update the Amount field. To mark an amount as no longer in dispute, query your customer’s action,
then either update the Amount to zero, or delete the record. Choose this option if you want this invoice to appear in the Disputed Invoice report.