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Note 79: What are Bill Details and Disputes?

The bill sent to the customer along with details of transactions performed by the customer, will have a summarised amount representing the bill’s new charges, aggregated from the bill’s individual charges. In addition to the charge details, there may be payments, adjustments, information and other sections on the bill. All of these bill details taken together represent the customer’s view of their bill against which they may make an inquiry.

 

 

These customer-facing bill details are separate from the bill production / formatting data used to generate bill reprints. Bill reproductions can require additional formatting information required for the generation of a paper bill or electronic PDF file, and may be stored in a pre-processed proprietary binary format (depending on the billing software’s invoicing mechanism).

External customer views of the bill’s line items will often include the charges’ descriptions and the line items calculated price, whilst internal views of the same data can include additional information about how prices were derived, and flag details of any disputes already raised against a bill’s line item.

Stored bill details are often a high volume data repository as bills generally list all the network transactions performed by a customer, as well as all one-time and recurring charges. This is in addition to any additional sections on the bill for summarisation, payments, disputes, adjustments and marketing messages. With such a high volume, and the generally short to medium term relevance of a bill, the bill detail data repository is a strong candidate for archiving to an alternate / offline repository.

Different industries and networks will generate different volumes of transactions that influence this decision. For example, a gas utility’s bill will have very few (say) quarterly consumption measurements, whilst a telecommunication company’s monthly bill may list details of every individual phone call made by the customer.

In addition to the viewable information stored against the line item, there are additional properties stored to support the processing performed against the line items, including:

  • Disputable: Is the bill line disputable? Not all line items will be disputable, with those lines representing payments, adjustments and summary sections likely to be ineligible. The determination of which charges will be disputable will be determined by the biller, and will need to include details of how the end-to-end processing will operate when a disputable charge is resolved in the customer’s favour.
  • Charge Classification: In support of search, details of the bill can be qualified by type (e.g. network usage, one-time charges, installations, payments, adjustments) so that, especially for larger bills, both customers and the biller’s staff can locate specific areas of interest without having to page through unrelated details.
  • Taxation: When a charge is disputed and resolved in the customer’s favour, any tax that was levied will also need to be adjusted to reflect the lower (now adjusted) charge amount. Where the full charge is withdrawn, the tax amount(s) will also be reversed to fully reverse the charge.

The bill line items should be searchable so that specific transactions or network services can be easily found when reviewing a bill. The ability to search smaller bills with their few transactions and network services may not provide much of a benefit. Where the transaction numbers are large (e.g. telecommunications), or where there are many network services (e.g. corporate account), the usability benefits of search will provide a material benefit over the alternative of ‘paging’ through the details of the bill until the desired slice is found.

Post Bill Disputes

Post bill disputes capture bill details challenged by customers. Searching through a disputed bill’s line items enables specific charges to be highlighted and grouped into the ‘dispute’. A dispute might include only a single charge, but can also include a collection of network transactions, and related one-time and recurring charges. A dispute’s complexity is limited only by the functionality and capability of the biller’s billing application.

Details of the post bill dispute are separate from the bill details being disputed, and will be updated based upon a separate resolution timeline to the bill’s payment. The data volumes of the post bill dispute data will depend typically on the volume of network transactions involved (rather than one-time or recurring charges).

Capabilities that the post bill dispute data and related functionality would ideally support include:

  • Provide (informative) summarised details of a dispute’s status to the customer’s subsequent bills. e.g. in a separate bill section that list the new, outstanding and recently resolved disputes.
  • Support systemic identification and inclusion into a dispute of a class of transactions / charges. e.g. phone calls to a specific destination, charges against a specific network service. The ability to search through the regular bill’s details can be a key enabler of this dispute capability.
  • Prevent ‘over resolution’ when multiple disputes reference the same charge. When the full value of a charge has been resolved in the customer’s favour, the details of any other disputes that reference the same charge should be closed as there is no billed amount available for further resolution.

The biller can use the post bill dispute data for reporting that highlights high-value disputes and their resolutions (e.g. for resolution confirmation / review, fraud prevention), and to highlight disputes that have been outstanding more than a defined period of days (to ensure all disputes are being resolved in a timely manner). Disputes that remain outstanding are not responsive to the customer, and may prevent the collection of the disputed amounts’ debt until they are resolved.

Originally posted by

- 14 January 2014

 

 

Links to other Notes

Previous: How are Billing Products Operationalised?

Next: Using Billing Notes and the Contact History


 

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» What are Bill Details and Disputes? - The bill sent to the customer along with details of transactions performed by the customer, will have a summarised amount representing the bill’s new charges, aggregated from the bill’s individual charges. Post bill disputes capture those bill details challenged by customers.


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Stephen Jones

Stephen Jones is a consultant who has focused specifically on Billing and related processes for over twenty years. Recent work has included relating a major telco's billing with inbound call centre logs for Call Centre Analytics.

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