Crc improved mail formats

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Crc improved mail formats

  1. 1. Improved Customer Response Center 2013P2P_VendorRecons1. Invoice PaidCurrent Response:Hello Caller NameThis is with regard to your call reference ID XXXX.Please note that invoice No. XXX has been processed and paid on DDMMYYYY and the clearing documentNumber is XXXXXXFuture Response:Hello "Caller Name",Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.Single Invoice/up to 10 InvoicesIn reference to your enquiry on payment status of Invoice # XXXXXX, we are glad to inform you that thisinvoice has been paid on MM-DD-YYYY with clearing document number XXXX.More than 10 InvoicesIn reference to your enquiry on payment status of the attached invoices, we would like inform you that wehave updated the payment status in the attached file.(If wire Transfer)Please find enclosed the remittance advice for your reference and below is the bank details to which thepayment was made.Amount:Bank Name:Bank account#:Bank Key#:Swift #:(If Check Payment)Please find enclosed the remittance advice for your reference and below is the address to which the chequeNo. XXXX for value XX has been dispatched to:
  2. 2. Improved Responses on In-Control Enquiries CRCCompany Name:Postal Address:It would take 3 - 5 business days for the funds to reflect in your account or Please allow x working days for thecheque to reach youHP provides you online invoice status via AP Online portal which can be accessed 24x7. The portal can beaccessed from the link below:www.hp.com/go/supplierportalIf you need more information, please let us know.2 | P a g e
  3. 3. Improved Responses on In-Control Enquiries CRC2. Invoice Clear for PaymentCurrent Response:Hello Caller NameThis is with regard to your call reference ID XXXX.Please note that invoice No. XXX has been processed for payment and falls due on DDMMYYYY.Future Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.We would like to inform you that invoice No. XXXX for the amount xxx {currency} has been received andprocessed.This Invoice is due for payment on DD/MM/YYYY based on the agreed payment term Net XX from invoicedate / receipt date of invoice.The payment of the invoice will be processed through bank transfer/cheque. As per our records your bankdetails/ address for dispatch of cheque is as follows-:It would take 3 - 5 business days for the funds to reflect in your account. or/ Please allow x working days forthe cheque to reach you.HP provides you online invoice status via AP Online portal which can be accessed 24x7. The portal can beaccessed from the link below:www.hp.com/go/supplierportalIf you need more information, please let us know.3 | P a g e
  4. 4. Improved Responses on In-Control Enquiries CRC3. What is payment for?Current Response:Hello Caller NameThis is with regard to your call reference ID XXXXPlease find attached the remittance details for Amount XXXXFuture Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.We have attached details as requested by you for the amount XXXXXX remitted by us on ____________.HP provides you online invoice status & remits advice via AP Online portal which can be accessed 24x7. Theportal can be accessed from the link below:www.hp.com/go/supplierportal4 | P a g e
  5. 5. Improved Responses on In-Control Enquiries CRCSOA and XYZCurrent Response:Hello Caller NameThis is with regard to your call reference ID XXXXPlease find attached the statement of account.XX invoices are blocked for payment due to price/qty variance.Future Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.Summary of the invoice status is provided below:a) Xx number of invoices has been paidb) Xx number of invoices have been processed and will be paid as per due datec) Xx number of invoices has been returned to you. Please check for the reasons provided in the attached fileand action as required.d) Xx number of invoices has been received and are undergoing internal checks (enclosed excel sheet hascomprehensive details)e) Xx number of invoices has not been received at our end. Please provide the submission details for the sameas requested in the attached file to enable us to track those invoices.The details have been enclosed for your reference.As per our records your bank details/ address for dispatch of cheque is as follows-:XXXXXHP provides you online invoice status via AP Online portal which can be accessed 24x7. The portal can beaccessed from the link below:www.hp.com/go/supplierportal5 | P a g e
  6. 6. Improved Responses on In-Control Enquiries CRC5. Payment Procedure, Terms, ModeCurrent Response:Hello Caller NameThis is with regard to your call reference ID XXXXPlease note that the Inv # has been received by HP on XXXXXX, payment date is calculated from the date ofreceipt of the invoice plus the net terms of 45 days. Hence the payment for this invoice will be due on XXXXXFuture Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.We would like to inform you that invoice no. XXXX has been received and processed for payment for theamount XXXXX {currency}This Invoice will get paid on DD/MM/YY. The pay terms for this invoice are NT / XT XX and it gets calculatedfrom the invoice / receipt date of invoice. Hence invoice is falling due on the date referred above.The payment of the invoice will be processed through bank transfer/cheque. As per our records your bankdetails/ address for dispatch of cheque is as follows-:HP provides you online invoice status via AP Online portal which can be accessed 24x7. The portal can beaccessed from the link below:www.hp.com/go/supplierportal** Query could be on PO terms, Vendor account pay terms.6. Re-routing of approval6 | P a g e
  7. 7. Improved Responses on In-Control Enquiries CRCCurrent Response:Hello Caller NameThis is with regard to your call reference ID XXXXPlease note that approval mail for Inv # has been routed to XYZ per your request.Future Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.We would like to inform you that we have re-routed the swan approval of this invoice No XXXX to XXXXXX asrequested.7. How Much Paid On POCurrent Response:Hello Caller NameThis is with regard to your call reference ID XXXXPlease find below the booking details against the PO # XXXXX.Future Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.7 | P a g e
  8. 8. Improved Responses on In-Control Enquiries CRCWe would like to inform you that the total funds remaining on the PO number xxxxx, is as per the details listedas under:Total Amount on PO:Total value of Invoices booked:Balance Remaining on the PO:Attached is a report providing the complete details of invoices booked against this PO.Please do revert for any further clarification.8. PO issues - Discrepancy (Validity)Current Response:Hello Caller NameThis is with regard to your call reference ID XXXXPlease note that the validity of the PO No.XXXXX has expired on ddmmyyy. Request you to get in touch withthe relevant team to extend the validity of the POFuture Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.PO ( Where the issues is simple BPO has expired and invoice is received against the same)We would like to inform you that the PO no. xxxxxxx is valid from xx.xx.xxxxx till xx.xx.xxxx. The invoicenumber XXXx was booked to the PO on xx.xx.xxxx, after the PO expired. This has resulted in the discrepancymessage being triggered to you.8 | P a g e
  9. 9. Improved Responses on In-Control Enquiries CRCIf the invoice needs to be processed against the same PO, you/your manager (based on the WWASAuthorisation approval limit) would need to approve the invoice. In case you want this to be booked againstany other PO, you can reject the invoice providing the alternate PO number that you want us to process thisinvoice against.9. PO issues - Discrepancy (Amount)Current Response:Hello Caller NameThis is with regard to your call reference ID XXXXPlease note that the inv # XXXX for amt XXXX has been booked against PO Line item 1 which is for XXX. Sincethe invoice amount exceeds the PO line item value, this has resulted in the discrepancy message beingtriggered.Request you to reject the invoice with the following comments and our internal team will process the invoiceaccordingly.Future Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.Scenario 1: Std PO (Where the issues is simple variance between PO & Invoice)We would like to inform you that the PO no. XXXXXX was raised for XXXX amount. The discrepancy message istrigerred to XXXX because of the mismatch between the Invoice amount/qty & PO amount/quantity.9 | P a g e
  10. 10. Improved Responses on In-Control Enquiries CRCThe PO value/qty is xxxxx whereas the invoice value/qty is xxxx. If the invoice needs to be processed againstthe same PO, you/your manager (based on the WWAS Authorization approval limit) would need to approvethe invoice.Alternatively, you can reject the invoice approval message providing a different PO to process the invoice.Once the invoice is processed against the PO provided, you will get an approval notification.Please do revert, if you need any further assistance in this regard.Scenario 2: STD PO (Where the discrepancy is due to processing error)We would like to inform you that based on our investigation; we see that the approval message is triggered toyou due to the invoices incorrectly booked to line item XX on the PO XXXXXX. We request you to reject thisinvoice with the aforesaid comments, so that; we can correct the same and enable to invoice to go throughthe right channel of approval.10. Awaiting approval – Not OverdueCurrent Response:Hello Caller NameThis is with regard to your call reference ID XXXXPlease note that Inv # XXXX is currently awaiting approval from XXXX. Request you to contact XYZ toapprove/reject the invoice.Future Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.The invoice number XXXx, for the amount of XXXx (Currency), has been processed and is currently awaiting theapproval of XXXx. Kindly contact the aforesaid person to take necessary action on the invoice approval10 | P a g e
  11. 11. Improved Responses on In-Control Enquiries CRCmessage. The invoice was received/scanned on xx.xx.xxxx and the payment terms of the invoice are xx days,calculated from the receipt date of the invoice.HP provides you online invoice status via AP Online portal which can be accessed 24x7. The portal can beaccessed from the link below:www.hp.com/go/supplierportal11. Invoice errorCurrent Response:Hello Caller NameThis is with regard to your call reference ID XXXXPO error-Please note that invoice# XXXx has been returned to the vendor as the invoice does not reference a validPurchase Order number or requestor’s name.We request you to amend the invoice with the missing details and submit the hard copy of the invoice forscanning to the post room.Bill to error-Please note that invoice# XXXx has been returned to the vendor as the bill to address mentioned on theinvoice copy is incorrect.We request you to amend the invoice with the correct bill to address and send the hard copy of the invoice forscanning to the post room.Future Response:Hello "Caller Name"11 | P a g e
  12. 12. Improved Responses on In-Control Enquiries CRCThank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.We would like to inform you that invoice no. xxxx for the amount xxx (currency) has not been processed as theBill To name appearing on the invoice is incorrect .It is a mandatory legal requirement for the correct Bill Toaddress to be mentioned on the invoice copy.The Incorrect Address appearing on the invoice is:XXXXXXXXXXThe correct Bill to name has been mentioned in the enclosed file. The PO number xxxxxxx corresponds to BillTo Address xxxxxxxx.Please amend the Bill To name on the invoice and resubmit the same to our Post Room for scanning/resubmitvia OB1012. Debit balanceCurrent Response:Hello Caller NameThis is with regard to your call reference ID XXXXPlease note that the attached invoices have not been released for payment as the vendor account is in debitbalance (value of credit note is greater than the value of the invoices)Future Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.We would like to inform you that your account is currently under debit balance Amount XXXX (the value ofcredit notes is greater than the value of invoices). We have enclosed a statement showing how the invoice #XXXX have been offset against the credit notes, and after this booking, we still have a debit balance of XXXXX.The balances will be offset as and when we would receive future invoices per their due dates.12 | P a g e
  13. 13. Improved Responses on In-Control Enquiries CRCKindly revert for any further clarification.13. Audit Balance ConfirmationCurrent Response:Hello Caller NameThis is with regard to your call reference ID XXXXPlease find the attached Audit Balance Confirmation as per your request.Future Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.As per your request, please find enclosed the Audit Balance Confirmation, as of date (xx.xx.xxxx).The total of Annexure A is xxxxxx and the total of Annexure B is xxxxxx.For invoice level details, refer to the attachment.Kindly revert for any further clarification.14. Mandatory Legal Fields MissingCurrent Response:Hello Caller NameThis is with regard to your call reference ID XXXX13 | P a g e
  14. 14. Improved Responses on In-Control Enquiries CRCPO error-Please note that invoice# XXXx has been returned to the vendor as the invoice does not reference a validPurchase Order number or requestor’s name.We request you to amend the invoice with the missing details and submit the hard copy of the invoice forscanning to the post room.Bill to error-Please note that invoice# XXXx has been returned to the vendor as the bill to address mentioned on theinvoice copy is incorrect.We request you to amend the invoice with the correct bill to address and send the hard copy of the invoice forscanning to the post room.Future Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.The invoice number xxxx, for the amount of xxxx (currency), cannot be processed, since (provide reason).Please amend the invoice with the information listed as under and resubmit it to the Post /Scan room orthrough OB10.For further details on the mandatory legal requirements, please refer to the enclosed file.Kindly revert for any further clarification.15. Request for invoice imageCurrent Response:Hello Caller NameThis is with regard to your call reference ID XXXXPlease find the attached invoice image as per your request.Future Response:14 | P a g e
  15. 15. Improved Responses on In-Control Enquiries CRCHello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.As per your request, please find attached a copy of invoice no. XXXx.Kindly revert for any further clarification.16. What location was used?Current Response:Hello Caller NameThis is with regard to your call reference ID XXXXPlease note that invoice# has been processed against cost location XXXx.Future Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.We would like to inform you that Invoice # XXXXXX for amount XXXXX (currency) has been booked to locationcode XXXXXX in our system via SAP document number xx.xx.xxxxKindly revert for any further clarification.17. Urgent payments (Supplier)Current Response:15 | P a g e
  16. 16. Improved Responses on In-Control Enquiries CRCHello Caller NameThis is with regard to your call reference ID XXXXPlease note that we are not authorized to expedite the payment for the invoices.Kindly contact your HP requestor for expediting the payment for the invoice# xxx.Future Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.We would like to inform you that we require HP Management’s approval to advance the paymentdate/change the standard payment terms. We request you to contact your HP Requestor for furtherinformation in this regard. Once the HP Requestor obtains the necessary approvals and submits to us, we willbe able to change the payment terms for this invoice.Kindly revert for any further clarification.18. Urgent payments (Requestor)Current Response:Scenario: Where the requestor has not provided any approval.Hello Caller NameThis is with regard to your call reference ID XXXX16 | P a g e
  17. 17. Improved Responses on In-Control Enquiries CRCThe invoice number 20100301 has been processed for payment and falls due for payment on 16.08.2010 (16thAug 2010).Payment term changes now require a Waiver Exception Form that includes a detailed explanation why theterm adjustment is needed. In addition, specific approvals will be required from senior financial leaders fromyour Business Unit or Global Function as well as from the Corporate Controller. Please visit the following URLto obtain the specific requirements to submit your request.http://intranet.hp.com/finance/WW/Finance Connection/Pages/StandardPaymentTerms.aspxFuture Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.We would like to inform you that this invoice No. XXXX has been received and processed for payment for theamount XXXXX (currency).This Invoice will get paid on DD/MM/YY. The pay term for this invoice is NT / XT XX and it gets calculated fromthe invoice / receipt date of invoice. Hence this invoice is falling due on the date referred above.If you wish to advance the payment date, please note that we require your Management, Financial Controller& NSPTA approval to advance the payment date/change the payment term. Request you to obtain therequisite approvals and forward them to us along with a waiver form. Once we receive the details from you,we will have the payment term changed:Instructions & Forms for submitting the exception approval request can be found at :http://intranet.hp.com/finance/WW/FinanceConnection/Pages/StandardPaymentTerms.aspxFor further clarifications on the approvals required, you can contact the NSPTA Team atNSPTA_Request@hp.com.Kindly revert for any further clarification.17 | P a g e
  18. 18. Improved Responses on In-Control Enquiries CRC19. R Block - Not overdueCurrent Response:This is with regard to your mail dated XXXX and the reference ticket number for this query is XXXXXThese invoices have not been paid as they are blocked for payment due to price/quantity. Our accountingteam is following up with the buyer to have this resolved.** Consecutive follow ups and responses sent after AP resolved the issue/ when the customer asks for anupdate.Future Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.The invoice is blocked for price/quantity variance. Our team is following up with HP (Buyers name) for theresolution. Once the detail regarding the price/quantity is received, the invoice will be unblocked andprocessed for payment as per the pay terms.Please do contact us if you do not receive the payment as per the due date.20. Invoice Scanned but not processed Not OverdueCurrent Response: Not OverdueThis is with regard to your mail dated XXXX and the reference ticket number for this query is XXXXXWe are checking with our internal team as to why these invoices are not yet processed and will place arequest with them to have the invoices processed.** Consecutive follow ups and responses sent when the customer asks for an update.18 | P a g e
  19. 19. Improved Responses on In-Control Enquiries CRCFuture Response:Hello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.We would like to inform you that we have received your invoice for the amount XXXXX (currency).We are in the process of having these invoice/s processed for payment. This Invoice is due for payment onDD/MM/YYYY based on the agreed payment term Net XX from invoice date / receipt date of invoice.This invoice/s should be paid as per the pay terms. Please do contact us in case you do not receive thepayment as per the pay terms.HP provides you online invoice status via AP Online portal which can be accessed 24x7. The portal can beaccessed from the link below:www.hp.com/go/supplierportal21. Invoice Returned To VendorCurrent Response:This is with regard to your mail dated XXXX and the reference ticket number for this query is XXXXXThis invoice XXXx has been returned to you for the following reason xx.xx.xxxxPlease amend the invoice with the correct details and resubmit the same for payment again.** Consecutive follow ups and responses sent after customer submits the amended invoice copy.Future Response:19 | P a g e
  20. 20. Improved Responses on In-Control Enquiries CRCHello "Caller Name"Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query isXXXXX.We did investigate on this nonpayment issue and can see that the invoice has not been processed due to(Incorrect bill to address, Incorrect PO number, etc) that has been mentioned/missing on the invoice.We request you to amend the invoice with the correct details (xxxxx) and resubmit the invoice for processing.We have enclosed a document with all the mandatory legal requirements for your reference (RTV Flier).If you are using OB10 for invoice submission, please add a character/alphabet/digit to the invoice number asit will be rejected as a duplicate otherwise.Also, the payment terms on the revised invoice will be calculated from the resubmission date.You can contact us for the payment status once you resubmit the invoice.HP provides you online invoice status via AP Online portal which can be accessed 24x7. The portal can beaccessed from the link below:20 | P a g e
  21. 21. Improved Responses on In-Control Enquiries CRC21 | P a g e

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