OnBase – Credit Request Approval Form

 

Objective: The purpose of the Customer Credit Requests form is to facilitate the submission of credit requests for individual customers only. If you need to request credits for multiple customers, please complete a separate form for each account to ensure accurate processing. This process aims to streamline our credit request system and reduce defects, specifically focusing on minimizing billing errors. Such errors can lead to significant downstream complications, including increased workload for both the Service and Finance teams, as they may need to manage corrections and resolve discrepancies. Additionally, incorrect billing can affect payroll processing, leading to potential delays and complications in associate compensation. Moreover, errors can result in customer dissatisfaction and trust issues, which can impact our relationships and future business opportunities. By adhering to this structured approach, we aim to improve efficiency, enhance accuracy in our billing processes, and ultimately provide better service to our customers.

 

Location in System: OnBase - Credit Request Approval Form

 

 

Who is Responsible: Only Service Management and Marketing Management can fill out and submit the Customer Credit Requests form; however, it is essential that all required approval levels are completed prior to the issuance of any credits.

• Service Team: Credits are to be submitted by the Service team through OnBase within five business days of identifying the need for a credit. In cases where vacation or other priority commitments may hinder meeting this timeline, team members are expected to arrange for a colleague to assist in the submission process to ensure timely processing.
• Finance Team: Once the credits are approved and related to discontinued accounts, they will be received in the OnBase Finance queues. The Finance team is responsible for processing these credits in the ABS System within one calendar week of receipt in the Finance queue

 

By clarifying these responsibilities, we aim to foster accountability and ensure that the credit request process runs smoothly, benefiting both our internal teams and our customers.

 

Complete the following steps to submit a credit request for an account:

 

1. Open up the OnBase app on your desktop

 

 

2. Select NixonSamI2

 

 

3. Select “Forms”

 

 

 

4. Select “Credit Request Approval Form”

 

 

 

5. Click the dropdown arrow next to "Service Manager Data Set," enter the Service Manager's last name and first initial, and press Enter. The fields below will automatically populate based on the Service Manager's assigned team. If the correct Service Manager's name is not listed in the dropdown menu or the autofill feature does not work, please contact Sherri Smith for assistance.

 

 

6. Enter the Customer # and press Enter. The Customer Name, Route #, and Route Day should automatically populate based on the Customer #. If it does not autofill, manually input the information as it appears in ABS. Please contact Sherri Smith for assistance, as this may indicate an issue with the weekly customer list upload.

 

 

7. Enter the invoice number to which the credit will be applied, along with the credit amount (product only – do not include LDP or taxes), the Reason Code, Reason Sub-Code, and an optional Reason Description. The Reason Code and Sub-Code are essential; refer to the guide below for assistance and the appendix for definitions of all Reason Codes and Sub-Codes.

 

**** Please note that if an invoice or line item has already been issued credit, it cannot receive credit again. This is an ABS restriction.

 

Ensure all credit details are included, such as specific product examples (e.g., 2 towels, 3 washcloths, 4 fitted sheets, or Wearer #12: 5 lab coats and 2 scrub tops). Provide a clear breakdown of the products and quantities to be credited for accuracy and transparency.

 

 

If you want to add more credits for the same account, click "Add" and provide the information related to the next invoice.

 

 

**** Please note that we no longer use or accept COVID-19 as a reason; however, it remains on the list to preserve historical records.

 

8. To add documents to the form, click on "Attach Supporting Documents" and find the saved file on your computer.

 

Supporting documentation is required in the following scenarios:

 

• Numerous Products or Large Accounts: For price adjustments involving multiple products, particularly for large accounts (e.g., surgery centers), it is helpful to include a marked-up invoice highlighting the items that require credit.
• Credits Exceeding $1,000.00: When the total credit request exceeds $1,000.00 and requires CFO approval.
• Manual Credits for Extended Periods or Generic Courtesy Amounts: When requesting a manual credit for products spanning an extended period (e.g., 3 months or more of invoices) or for a generic one-time courtesy amount (e.g., a $50.00 discount for recent late deliveries or other inconveniences).

 

This ensures clarity and expedites the approval process.

 

9. Check the box that confirms this form is complete and ready for submission.

 

10. Click Submit

 

 

 

Appendix: Definitions

 

• Billing Error
  Definition: A mistake or discrepancy in billing that can occur in various forms, leading to incorrect charges on an invoice or statement.
  • ABS Error
    Definition: A specific type of billing error related to the ABS System, which may include inaccuracies in automated billing processes or data entry issues.
  • Finance Charge
    Definition: A fee charged for the use of credit, typically expressed as a percentage of the amount owed, often applied when a balance is not paid in full by the due date. Finance charge is calculated at 1.5% of the total outstanding balances as of the statement generation date, which occurs on the 1st business day of the following month.
  • Overbilling
    Definition: Charging a customer more than the correct amount due for goods or services, which can result from calculation errors or incorrect pricing.
  • Price Adjustment
    Definition: A change made to the unit price of a product or service after the initial billing, often due to annual adjustments, errors, changes in pricing policies, or acquisitions.
  • Tax
    Definition: A compulsory financial charge imposed by the government on income, sales, or property, which is collected as part of a transaction.
• Inventory Error
  Definition: A mistake or discrepancy in the inventory records that can lead to inaccuracies in stock levels, product availability, or accounting.
  • Inventory Adjustment
    Definition: A modification made to the inventory records to correct discrepancies, account for losses, or reflect changes in par levels.
  • Lost Product
    Definition: Items that cannot be located within the inventory system, resulting in a discrepancy between actual and recorded par levels.
  • Product Not Received
    Definition: A situation where a product ordered by a customer has not been delivered or received, leading to fulfillment issues.
  • Returned Product
    Definition: Items that customers return after delivery, which must be processed in the inventory system to adjust par levels accordingly.
  • Wearer Error
    Definition: Occurs when a wearer was not discontinued in a timely manner, resulting in continued invoicing for their items.
  • Wrong Product
    Definition: A situation where a customer receives a different item than what was ordered, leading to fulfillment discrepancies.
• Marketing Rebate
  Definition: A financial incentive provided to customers or distributors as a refund or discount based on specific marketing conditions or purchase volumes.
• No Service
  Definition: A situation where no service is provided to a customer, often due to operational disruptions or logistical issues.
  • Delayed Install
    Definition: A postponement in the installation of a product or service, often due to scheduling conflicts or resource availability.
  • Location Closed
    Definition: A physical site where services or products are delivered is temporarily unavailable, disrupting service availability the customer.
  • Missed Delivery
    Definition: A failure to deliver products to a customer on the scheduled date, which may cause delays and inconvenience.
• Product Quality
  Definition: The standard of a product as determined by its characteristics, performance, and compliance with specifications.
  • Embroidery Error
    Definition: Mistakes in the embroidery process, resulting in incorrect designs, misalignment, or defects in the finished product.
  • Odorous
    Definition: A condition where a product emits an unpleasant smell, potentially indicating contamination or defects in materials.
  • Stained/Ripped Product
    Definition: A product that has visible stains or tears, affecting its appearance and usability, often due to manufacturing or handling issues.
  • Wrinkled
    Definition: A condition where a product, typically fabric, has visible creases or folds, impacting its presentation and perceived quality.