A chargeback is a process of recovering the failed part cost from the dealer instead of the supplier. You can create a Chargeback case if:
- A supplier manager disputes the supplier claim, claiming no liability for the damage. While reviewing the dispute case, the supplier manager decides that the failed part was the dealer’s fault and selects Fault of the Dealer. For more information, see Supplier claim dispute process.
- The dealer was required to return the failed part to the manufacturer and failed to do so within the stipulated Service Level Agreement (SLA) time period. The system creates the chargeback cases automatically when the part return case SLA is violated.
The complete Chargeback process flow is detailed in the following image:
Chargeback process flow
The following correspondence rules are called during the chargeback process:
|Rule name||Recipient||Trigger condition|
|NotifyDealerAboutPartsReturnSLA||Dealer party||The correspondence is called when a return authorization is created.|
|NotifyChargebackToDealer||Dealer party||The correspondence is called when a supplier claim is created.|