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Query Management

Caroline Buckland Updated by Caroline Buckland

Query Management

Query Management allows the you to record queries and disputes against transactions at transaction and/or item level.

A query indicates that some action has been or needs to be taken. For example.

  • Copy invoice is required.
  • Customer querying invoice value

One or multiple queries can be attached to transactions at transaction and/or item level.

Monthly totals may be maintained showing the number and value of queries raised per customer.  Outstanding queries can then be pursued.

Two types of query are possible, both entered on the same screen, but with widely differing effects:

  • Memo Query    classed as a note or diary entry against a transaction. As explained above.
  • Dispute Query may suspend the transaction, depending on settings at Company Controls. Must have a Dispute Code and a value attached to it.

Accessing Query Management

The user can access Query Management from:

Accounts Receivable>AR Processes>Credit Control>Credit Control List

Accounts Receivable-AR Enquiries>-Transaction Enquiries-Transactions by Customers.

Credit Control Menu

Query

Access the Credit Control List menu and then select Maintain Query and Dispute Codes. This will display a Selection Window where parameters may be entered for enquiry purposes or the appropriate ‘Insert’ command selected.

Select the More> Add Query button.

Enter the following.

Reference - transaction ref of the invoice you wish query.

Query Code: enter a valid query code. This is used to analyse queries. Prompt on the field to find existing query codes.

Narrative tab: enter free text notes.

Select the Save button.

The query count on the customer enquiry screen will increase by one

Disputes

Maintain Query/Dispute Codes, the ‘Query Insert’ action needs to be selected.  This will take you to the Transaction Header Query screen where the user must enter:

Reference number of the invoice

Query Code to identify the type of query. The Prompt function can be used.

Query User and Action User, specified by valid Financials user id’s to identify who is responsible for the query and subsequent action.  If left blank, the Action User will default to the Query User.

Action Date to set a date by which a specified action should take place. This can be used by Business Event Manager (BEM) to generate an appropriate reminder to the nominated Action User if the query/dispute has not been cleared by this date.

Query Reference Number. This will depend on the setting at Group Controls.  If Liaison Codes have been activated, a Liaison Code must be entered in the relevant field.  Prompt can be used to list valid codes.

At least one line of Narrative text to describe the query. 

Dispute Code and Value, if a dispute is being raised. Prompt can be used to list and return valid codes.

Select Save once complete.

Amending and Clearing Queries

You can amend active query details at any time. 

A query or list of queries can be built from the Maintain Query/Dispute Code option.

Enter your parameters and select Search.

The Edit>Amend action should be selected against the transaction. 

When a query has been resolved it can be cleared.  To achieve this the Cleared field must be flagged. Optionally, the user may also enter a short description of the outcome in the Resolution field. Finally, the query is updated. If used, the Resolution will be displayed in the Order Ref/Comments field in the Query List screen.

The query will remain against the customer as read only and the Accounts Details and Aged Debt Query analysis screens will have been automatically updated.  The cleared query will still be shown in the YTD figures but will not be shown in the outstanding figures.

  BEM Events on Queries

Three Business Event Manager (BEM) Events are provided in Query Management as follows:

  • Query opened    
  • Action Date reached
  • Query closed

In each case an event is generated routed to the relevant Action user or Credit Manager to indicate that the specific event has occurred.

If a user does receive a BEM Credit Management message then they should double click with their mouse on the message description and this will take them directly into the query or dispute to view the details.

 Transaction Amend

Transaction Maintenance allows you to build a list of transactions using search parameters in the selection window.  The user then has the option to enquire upon, amend, dispute or release transactions at transaction and/or item level. 

Enter parameters in the selection window to retrieve your invoice to amend. Select Search and then use the Edit>Amend action.

Transactions that meet the selection criteria will be displayed, and those that are in dispute will be highlighted. The fields that can be amended are:

  • Order Reference/Comment (if allowed at Company Controls)
  • Transaction Due Date
  • Number of Days Grace, which will be added to the current Due Date.  (Only used if Interest Charging is in use)
  • Print Indicator/Date
  • Dunning
  • Collection/Payment details (only if Payment Processing is in use)

Depending on the status of invoice will depend what you can amend. Line level information is not available to amend, a credit note would need to be issued and a new invoice created.

Make your changes, then Save.

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