Processing workflow

The processing workflow defines the steps to be followed and who is responsible for each step in resolving a case: dispute, follow-up, approval of a credit memo, or escalation to legal proceedings.

Example

“Quality” dispute: 1) Collections records it, 2) the quality department verifies it within 5 days, 3) the sales representative approves the credit memo, 4) Accounting issues it, 5) the collection process resumes.

Why It’s Important

A clear workflow prevents files from getting stuck between departments and makes it possible to measure processing times.

For more information: the Dispute Management Guide and the Order-to-Cash Guide.

See also: approval workflow, automatic escalation, dispute resolution.