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Excess Payment Still Showing On The Customer 360 Even After Refund (Doc ID 2728390.1)

Last updated on NOVEMBER 18, 2020

Applies to:

Oracle Financial Services Revenue Management and Billing - Version 2.7.0.1.0 and later
Information in this document applies to any platform.

Symptoms

On RMB v2.7.0.1.0, Excess Payment info still showing on the Customer 360 even after refund.

Refund Request for excess Payment on On-Account does not reflect on the Account Customer 360 line.

ACTUAL BEHAVIOR
----------------------------
The Payment remains on the Account Customer 360 line even after the refund.

EXPECTED BEHAVIOR
---------------------------------
This payment should not be included in Account Customer 360 line as the amount has been refunded.

STEPS
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The issue can be reproduced at will with the following steps:

1. Setup Person, Account, contracts and Pricing rule
2. Create bill/billable charges by executing batches
3. Create a Payment with over-payment
4. Create Refund Request for overpayment amount
5. Approve Refund Request
6. Check the To Do Summary & To Do List for the Refund Request record.
7. Approve the Refund Request and it shows the Refund Details with Adjustment Information
8. In Customer 360 Information > Account Information > Billed vs Paid section, still shows the excess payment info.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users may lead to do incorrect refund actions later. Since it is already refunded, it should not be included in the list to avoid confusion

Cause

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In this Document
Symptoms
Cause
Solution
References


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