crc improved mail formats

Improved Customer Response Center 2013

P2P_VendorRecons

1. Invoice Paid

Current Response:

Hello Caller Name

This 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 document Number is XXXXXX

Future Response:

Hello "Caller Name",

Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query is XXXXX.

Single Invoice/up to 10 Invoices

In reference to your enquiry on payment status of Invoice # XXXXXX, we are glad to inform you that this invoice has been paid on MM-DD-YYYY with clearing document number XXXX.

More than 10 Invoices

In reference to your enquiry on payment status of the attached invoices, we would like inform you that we have 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 the payment was made.

Amount:

Bank Name: Bank account#: Bank Key#: Swift #:

(If Check Payment)

Improved Responses on In-Control Enquiries CRC

Please find enclosed the remittance advice for your reference and below is the address to which the cheque No. XXXX for value XX has been dispatched to:

Company 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 the cheque to reach you

HP provides you online invoice status via AP Online portal which can be accessed 24x7. The portal can be accessed from the link below:

www.hp.com/go/supplierportal

If you need more information, please let us know.

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http://www.hp.com/go/supplierportal


2. Invoice Clear for Payment

Current Response:

Hello Caller Name

This 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"


We would like to inform you that invoice No. XXXX for the amount xxx {currency} has been received and processed.

This Invoice is due for payment on DD/MM/YYYY based on the agreed payment term Net XX from invoice date / receipt date of invoice.

The payment of the invoice will be processed through bank transfer/cheque. As per our records your bank details/ 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 for the cheque to reach you.



If you need more information, please let us know.

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3. What is payment for?

Current Response:

Hello Caller Name

This is with regard to your call reference ID XXXX

Please find attached the remittance details for Amount XXXX

Future Response:

Hello "Caller Name"


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. The portal can be accessed from the link below:


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SOA and XYZ

Current Response:

Hello Caller Name


Please find attached the statement of account.

XX invoices are blocked for payment due to price/qty variance.

Future Response:

Hello "Caller Name"


Summary of the invoice status is provided below:

a) Xx number of invoices has been paid

b) Xx number of invoices have been processed and will be paid as per due date

c) Xx number of invoices has been returned to you. Please check for the reasons provided in the attached file and action as required.

d) Xx number of invoices has been received and are undergoing internal checks (enclosed excel sheet has comprehensive details)

e) Xx number of invoices has not been received at our end. Please provide the submission details for the same as 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-:

XXXXX


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5. Payment Procedure, Terms, Mode

Current Response:

Hello Caller Name


Please note that the Inv # has been received by HP on XXXXXX, payment date is calculated from the date of receipt of the invoice plus the net terms of 45 days. Hence the payment for this invoice will be due on XXXXX

Future Response:

Hello "Caller Name"


We would like to inform you that invoice no. XXXX has been received and processed for payment for the amount XXXXX {currency}

This Invoice will get paid on DD/MM/YY. The pay terms for this invoice are NT / XT XX and it gets calculated from 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 bank details/ address for dispatch of cheque is as follows-:



** Query could be on PO terms, Vendor account pay terms.

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6. Re-routing of approval

Current Response:

Hello Caller Name


Please note that approval mail for Inv # has been routed to XYZ per your request.

Future Response:

Hello "Caller Name"


We would like to inform you that we have re-routed the swan approval of this invoice No XXXX to XXXXXX as requested.

7. How Much Paid On PO

Current Response:

Hello Caller Name


Please find below the booking details against the PO # XXXXX.

Future Response:

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Hello "Caller Name"


We would like to inform you that the total funds remaining on the PO number xxxxx, is as per the details listed as 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 Name


Please note that the validity of the PO No.XXXXX has expired on ddmmyyy. Request you to get in touch with the relevant team to extend the validity of the PO

Future Response:

Hello "Caller Name"


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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 invoice number XXXx was booked to the PO on xx.xx.xxxx, after the PO expired. This has resulted in the discrepancy message being triggered to you.

If the invoice needs to be processed against the same PO, you/your manager (based on the WWAS Authorisation approval limit) would need to approve the invoice. In case you want this to be booked against any other PO, you can reject the invoice providing the alternate PO number that you want us to process this invoice against.

9. PO issues - Discrepancy (Amount)

Current Response:

Hello Caller Name


Please note that the inv # XXXX for amt XXXX has been booked against PO Line item 1 which is for XXX. Since the invoice amount exceeds the PO line item value, this has resulted in the discrepancy message being triggered.

Request you to reject the invoice with the following comments and our internal team will process the invoice accordingly.

Future Response:

Hello "Caller Name"

Thank you for contacting Accounts Payable Customer Response Center. Your ticket number for this query is XXXXX.9 | P a g e


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 is trigerred to XXXX because of the mismatch between the Invoice amount/qty & PO amount/quantity.

The PO value/qty is xxxxx whereas the invoice value/qty is xxxx. If the invoice needs to be processed against the same PO, you/your manager (based on the WWAS Authorization approval limit) would need to approve the 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 to you due to the invoices incorrectly booked to line item XX on the PO XXXXXX. We request you to reject this invoice with the aforesaid comments, so that; we can correct the same and enable to invoice to go through the right channel of approval.

10. Awaiting approval – Not Overdue

Current Response:

Hello Caller Name


Please note that Inv # XXXX is currently awaiting approval from XXXX. Request you to contact XYZ to approve/reject the invoice.

Future Response:

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Hello "Caller Name"


The invoice number XXXx, for the amount of XXXx (Currency), has been processed and is currently awaiting the approval of XXXx. Kindly contact the aforesaid person to take necessary action on the invoice approval message. 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.



11. Invoice error

Current Response:

Hello Caller Name


PO error-

Please note that invoice# XXXx has been returned to the vendor as the invoice does not reference a valid Purchase 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 for scanning to the post room.

Bill to error-

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Please note that invoice# XXXx has been returned to the vendor as the bill to address mentioned on the invoice copy is incorrect.

We request you to amend the invoice with the correct bill to address and send the hard copy of the invoice for scanning to the post room.

Future Response:

Hello "Caller Name"


We would like to inform you that invoice no. xxxx for the amount xxx (currency) has not been processed as the Bill To name appearing on the invoice is incorrect .It is a mandatory legal requirement for the correct Bill To address to be mentioned on the invoice copy.

The Incorrect Address appearing on the invoice is:

XXXXX

XXXXX

The correct Bill to name has been mentioned in the enclosed file. The PO number xxxxxxx corresponds to Bill To Address xxxxxxxx.

Please amend the Bill To name on the invoice and resubmit the same to our Post Room for scanning/resubmit via OB10

12. Debit balance

Current Response:

Hello Caller Name


Please note that the attached invoices have not been released for payment as the vendor account is in debit balance (value of credit note is greater than the value of the invoices)

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Future Response:

Hello "Caller Name"


We would like to inform you that your account is currently under debit balance Amount XXXX (the value of credit 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.

Kindly revert for any further clarification.

13. Audit Balance Confirmation

Current Response:

Hello Caller Name


Please find the attached Audit Balance Confirmation as per your request.

Future Response:

Hello "Caller Name"


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.

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14. Mandatory Legal Fields Missing

Current Response:

Hello Caller Name


PO error-

Please note that invoice# XXXx has been returned to the vendor as the invoice does not reference a valid Purchase 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 for scanning 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 the invoice copy is incorrect.

We request you to amend the invoice with the correct bill to address and send the hard copy of the invoice for scanning to the post room.

Future Response:

Hello "Caller Name"


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 or through OB10.

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For further details on the mandatory legal requirements, please refer to the enclosed file.


15. Request for invoice image

Current Response:

Hello Caller Name


Please find the attached invoice image as per your request.

Future Response:

Hello "Caller Name"


As per your request, please find attached a copy of invoice no. XXXx.


16. What location was used?

Current Response:

Hello Caller Name


Please note that invoice# has been processed against cost location XXXx.

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Future Response:

Hello "Caller Name"


We would like to inform you that Invoice # XXXXXX for amount XXXXX (currency) has been booked to location code XXXXXX in our system via SAP document number xx.xx.xxxx


17. Urgent payment's (Supplier)

Current Response:

Hello Caller Name


Please 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"


We would like to inform you that we require HP Management’s approval to advance the payment date/change the standard payment terms. We request you to contact your HP Requestor for further information in this regard. Once the HP Requestor obtains the necessary approvals and submits to us, we will be able to change the payment terms for this invoice.


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18. Urgent payment's (Requestor)

Current Response:

Scenario: Where the requestor has not provided any approval.

Hello Caller Name


The invoice number 20100301 has been processed for payment and falls due for payment on 16.08.2010 (16th Aug 2010).

Payment term changes now require a Waiver Exception Form that includes a detailed explanation why the term adjustment is needed. In addition, specific approvals will be required from senior financial leaders from your Business Unit or Global Function as well as from the Corporate Controller. Please visit the following URL to obtain the specific requirements to submit your request.

http://intranet.hp.com/finance/WW/Finance Connection/Pages/StandardPaymentTerms.aspx

Future Response:

Hello "Caller Name"


We would like to inform you that this invoice No. XXXX has been received and processed for payment for the amount 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 from the invoice / receipt date of invoice. Hence this invoice is falling due on the date referred above.

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http://intranet.hp.com/finance/WW/Finance%20Connection/Pages/StandardPaymentTerms.aspx


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 the requisite 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.aspx

For further clarifications on the approvals required, you can contact the NSPTA Team at [email protected].


19. R Block - Not overdue

Current Response:

This is with regard to your mail dated XXXX and the reference ticket number for this query is XXXXX

These invoices have not been paid as they are blocked for payment due to price/quantity. Our accounting team 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 an update.

Future Response:

Hello "Caller Name"


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mailto:[email protected]

http://intranet.hp.com/finance/WW/FinanceConnection/Pages/StandardPaymentTerms.aspx


The invoice is blocked for price/quantity variance. Our team is following up with HP (Buyer's name) for the resolution. Once the detail regarding the price/quantity is received, the invoice will be unblocked and processed 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 Overdue

Current Response: Not Overdue


We are checking with our internal team as to why these invoices are not yet processed and will place a request with them to have the invoices processed.

** Consecutive follow ups and responses sent when the customer asks for an update.

Future Response:

Hello "Caller Name"


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 on DD/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 the payment as per the pay terms.

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21. Invoice Returned To Vendor

Current Response:


This invoice XXXx has been returned to you for the following reason xx.xx.xxxx

Please 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:

Hello "Caller Name"


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).

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If you are using OB10 for invoice submission, please add a character/alphabet/digit to the invoice number as it 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.


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