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Customer Service Suite Implementation

Blueprint Document
Business Scenario: Refunds
Business Process: Refunds
Process Code: FICA_012
NPPD Functional Lead

Nicole Brumbaugh

Ciber Functional Lead

Jim Calhoun

RICEFW
Reports
Interfaces
Conversion
Enhancements
Forms
Workflows

Number
0
1
0
1
1
0

Complexity/Priority
Medium
Medium
Medium

Business Process Description


Refund processing exists as outgoing payments to contract partners when a credit exists on the account.
The process involves the identification of credit items which may be candidates for refund to the
customer. These amounts are analyzed and coded if the decision is made to make a refund. Credit
amounts which are not to be refunded are left unchanged to be applied against future invoiced amounts.
The refund process enables refund checks to be created and mailed daily. Employees will be able to
initiate the refund process by identifying credit items to process. The system will produce a file of
business/contract account items which will be used as an input for the FICA Check Management process.
The Check Management functionality in FICA will be used to generate the refund checks. The process
provides several alternatives for check numbering including having the FICA refunded doc being the
check #, manual check lot, or mass check lot processing. Check voiding, stop payment, reconciliation and
clarification is also available. The specific functionality to be used will be determined during realization.
Escheatment - When a customer cannot be found for a refund the money is sent to the state. The deposits
will escheat to the state based on rules or State law. Checks that are not cashed will be voided after a
specified number of days. The voiding of the check will automatically reverse the outgoing check debit
entry on the contract account and re-open the credit item(s). These accounts can then be written off to an
escheatment account and notification made to the Tax and Accounting departments.
Process Requirements (dependencies, inputs, legal etc)
NPPD Refund Process In SAP
BD-CRM-CM-001

Customer Service Suite Implementation


Blueprint Document
1.

Refunds of security deposits should include interest that has posted to the account for the deposit.

2.

Refunds generated due to a customer request will be processed manually.

3.

There are no tax implications associated with refunds.

4.

Check management processing will be used to generate the refund checks.

5.

Reports by state can be accomplished by deriving the state from the contract account jurisdiction code
address.

6.

There is a minimum amount of $1.00 for generating a refund.

7.

Information from the bank for cashed checks reconciliation will be manually processed.

Active Customer Must Request a Refund


Business approval of the refund is not system driven!
SAP Process
Place outgoing payment method R on the open CR
Payment run (FPY1) will
Post a DR to clear the BPs open CR
Creates a Spool file containing the checks to be printed
Someone prints the Checks on the check printer
FICA Check Management is used
The Check Number should be the CR FICA Doc #

Final Bill (Inactive) Customer


All BPs with open CR after Final Bill Invoicing
NPPD wants to review a list before Refund
Refund requires an Outgoing Payment Method on the CA
Requires an Enhancement
Run FPY1 in Simulation
Produces a review list
Remove the Payment Method to not refund
Process FPY1 to Post the outbound payment and create a refund check printing spool
All Refund check runs need a positive pay file

Process Results

Glossary and Terms

Out Going Payment Method


FPY1 Simulation

BD-CRM-CM-001

Customer Service Suite Implementation


Blueprint Document
Reports
Correspondence

Security and Access


Correspondence

Workflow

Correspondence

Data Migration

Correspondence
The outbound Payment Medium for check processing produces a spool request file that
contains the output from the SAP Check Printing Application Form

Interface
Requirements:

Process Definition

Steps
BD-CRM-CM-001

Result (also list any transaction is used to process the step)


3

Customer Service Suite Implementation


Blueprint Document

Naming Convention

Process Checks & Controls

Steps

Roles and Authorizations

Development and Enhancement


List out the identified or to be identified developments

Development Objects

ID

Positive Pay File


Outbound Payment Method
on CA

Description
Outbound file to FNB
Update the CA with the correct outgoing payment
method when a CR balance exists either during final
bill invoicing or with a custom program.

Other information and effects of the business process

Change Management and Training requirements

Gaps/Workarounds
Gap

BD-CRM-CM-001

Detailed Description

Proposed Solution

Customer Service Suite Implementation


Blueprint Document

Risks
Risk

Detailed Description

Proposed Solution

Status

Proposed Resolution

Status

Issues
Issue

Detailed Description

Assumptions
Assumptions

Cut Over Considerations

Cut Over Considerations


Any credits at go-live should be refunded in the legacy system before cutover.

BD-CRM-CM-001

Customer Service Suite Implementation


Blueprint Document

Document History
RELATED/REFERENCED DOCUMENTS
Document Name

Version

Brief Description

Version

Brief Description

ATTACHMENTS
Document Name

AUTHORS & PARTICIPANTS


Role

Name

Date Initiated

SAP Functional Lead

Jim Calhoun

10/22/13

SAP Technical Lead

REVISION HISTORY
Date

BD-CRM-CM-001

Document Version

Document Revision
Description

Author

Customer Service Suite Implementation


Blueprint Document
REVIEWED BY VALIDATION WORKSHOP PARTICIPANTS
Name

Title

Date

Gina Torczon
Amy Brandt
Lori Brabec
Mitch Beal
Al Spenner
Cindy LaCroix
Kris Anderson
Brittney Koenig

11/6/13
11/4/13

Joan Price/Mike Mazankowski


June Stapleton

REVIEWED AND APPROVED BY


Name

Title

Date

Approved

Jan Frisk

Ciber Project Manager


NPPD Project Manager
Ciber Functional Lead
NPPD Functional Lead

11/06/2013

10/31/13

10/22/13

10/30/13

Phil Awtry
Jim Calhoun
Nicole Brumbaugh

BD-CRM-CM-001

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