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Jul 01 2018 Fast, Service-Oriented Follow-up Critical When Handling Deductions |
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When
it comes to handling payment deductions, make sure your company has a fast and
systematic way to follow-up with this type of collection activity. Deductions,
also known as "short payments," typically happen when a customer has quality
problems, returns goods, experiences discount problems, billing errors or
encounters other issues, according to Charles Gahala, Ph.D., CCE, CICP, author
of Credit Management, Principles and Practices. Carrying
deductions in receivables - one study found they represent about 5% of all open
accounts receivable - if they are not allowed is costly, as is assigning
employees to resolve the deductions. Deductions are also an important customer
relations consideration. For these reasons, it is imperative deductions receive
a fast and systematic follow-up, Gahala says. Because this process of
identifying, verifying and resolving deductions can become laborious, your
follow-up system should include step-by-step procedures according to the type
of deduction, with an emphasis on timing. Deductions are usually resolved in three ways: a credit is issued for the full amount, the deduction is denied or a portion is allowed. They are categorized by a number of factors, including: cause, size, age and product. The credit manager should also take into account the following issues related to deductions:
"The
team-based approach can create an increased level of awareness that can lead to
a quicker resolution to problems," Gahala said. And because deductions are
often a result of many causes, a cross-functional team can better serve this
purpose - there is typically someone on the team that brings the necessary
understanding of the issue. Gahala suggested ensuring this team answers some of
the following questions as a means to develop effective strategies to
reconciling deductions.
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