The refund process in disputes within Oracle Cloud Receivables can take different paths depending on the nature of the dispute and the resolution reached. Here's a breakdown of the two main scenarios:
1. Dispute Resolved in Favor of Customer:
- Credit Memo Creation: If the dispute is resolved in the customer's favor, a credit memo is automatically generated for the disputed amount. This credit memo automatically offsets the original invoice balance, effectively reducing the amount the customer owes.
- Refund Payment: Depending on the original payment method and resolution details, a refund might be issued:
- Credit Card: For credit card payments, the system automatically generates a negative miscellaneous receipt, triggering a refund back to the customer's card.
- Other Payments: For other payment methods (e.g., checks, bank transfers), you may need to manually issue a refund through Oracle Payments. This involves creating a payment request based on the credit memo and processing it through the chosen payment method.
- Dispute Closure: The dispute itself is marked as closed and associated with the generated credit memo for tracking purposes.
2. Dispute Resolved in Favor of Oracle:
- No Automatic Refund: If the dispute is resolved in Oracle's favor, no automatic refund occurs. The original invoice balance remains unchanged, and the customer is still responsible for payment.
- Dispute Closure: The dispute is closed, but the credit memo is not generated.
