Frequently Asked Questions
- Finance & Accounting
- EPOL - Exchange Partners OnLine
- Purchase Order Process
- Trade Promotion Management
- Post Audit
Finance & Accounting
1. Why do we still have invoices that are from six months to two years old that have yet to be resolved?
There could be a number of reasons why an invoice is unresolved over time. Any delay is undoubtedly linked to a discrepancy on either the supplier side (invoice) or the Exchange (the PO). The Exchange AP will route invoices with discrepancies to the party causing the discrepancy and follow up for the proper resolution. For example, if the invoice is in error, the Exchange AP will return it to the supplier for corrective action and submission of a corrected invoice. When the corrected invoice is submitted, and it passes all edits, the payment clock begins and the invoice is scheduled and paid according to terms. If the PO is in error, the Exchange AP routes that informational internally to the respective buyer for PO amendment action. As the buyer accomplishes the amendment, the invoice is re-processed and scheduled for payment according to the original invoice received date (invoice date for discounts). In some cases, the buyer indicates that the PO is correct and the invoice is incorrect and payment is made according to the existing PO. In those instances, the Exchange considers the issue resolved but the supplier may not. If there is a discrepancy on either the supplier or the buyer side, and no correction is made, the invoice will not be further processed. The Exchange AP attempt to follow up on the discrepancy queues, but it is a manual process in the middle of otherwise highly mechanized processing.
2. What is causing the Exchange to incorrectly calculate the credit discount?
The Exchange AP system is programmed to follow the Prompt Payment Act requirements for taking discounts. The Exchange AP would need specific examples to research.
3. When will industry have the ability to view the Exchange supporting documentation on line?
The Exchange’s new Workflow system—now in development—includes a supplier self-service portal which will provide access to all invoices paid, pending, and in discrepancy status to include supporting documentation. The Exchange expects the new system to be available for supplier use in the Spring of 2007. The Exchange will publish more specific information about the new Workflow system as we near implementation. In order to gain the most benefit from the system, the Exchange will also send requests to suppliers for information that is needed. We will also post messages requesting information on the Partners On Line web site. We ask that suppliers regularly visit their data on the Partners On Line web site for additional information.
4. How long does the Exchange retain accounting records?
Procurement and payables records are maintained for 7 years.
5. Why can’t we get specific, detailed information when a short payment is being made?
We need to know by item if there is a quantity issue or price or whatever the problem might be. Instead we have to go through the entire document when the Exchange already has the information.
The Exchange expects a significant improvement on the information available for these types of discrepancies with the new system. It is the supplier’s responsibility to provide a proper and correct invoice. It is AP’s responsibility to return invoices that are not proper and correct. It is not AP’s responsibility to find the supplier’s error. If a PO is issued for an order, and the supplier ships other than what is on the order, or invoices in a format that does not correspond to the order, the invoice will have problems going through the system. If the supplier invoices properly and correctly, these problems are eliminated.
Having said that, we realize there are occasions when the errors are not the supplier’s fault. In those cases, the buyer has to get involved to determine if the PO is in error and submit an amendment to allow the payment to process. In those cases, we get the buyer involved to make the necessary correction to the PO.
Currently, to determine the specific line or item with the error is a manual effort that can take hours to complete depending on the error. For example, if the PO is in units of “each” and the supplier invoices by “case pack” and there is a price discrepancy, the process to determine which price or quantity is in error would require so much manual effort that other supplier invoices to be worked would fall behind in order for us to identify the error as requested.
The new system will help all of us involved in this process. It will automate much of the manual matching done today and it will highlight any discrepancies. This will benefit all parties concerned. It is also planned to give suppliers the ability to go on line in supplier self-service (through Partners on Line), make corrections to invoices already received and resubmit through the system for processing.
6. Will the system upgrade for the accounting system give supplier the ability to view documents from previous years? When will the system upgrade for accounting expected to be in place for suppliers?
The exact time limitations will be for access to documents through supplier self service have not yet been addressed and defined. We will publish this information as it is determined.
7. Who are the key FA points of contact?
Correspondence and contact should first be at the lowest level to resolve issues. If those efforts are not fruitful, the escalation should be to the resolution tech’s supervisor and then up the line. Given the numbers noted above, if the issues are sent to the top of the payables organizational structure first, we will not be able to manage the work.
- Contact information by supplier is available on the supplier invoice inquiry system through Partners On Line. Instructions for accessing that information follow.
- Log into Partners On Line.
- Click on personal point of contact.
- This will display the tech’s name, phone # and day / hours worked.
- The fax # is located on the original log in screen.
EPOL - Exchange Partners OnLine
1. What is Exchange Partners on-line (EPOL)?
EPOL is a web-based application that allows our Suppliers to obtain Sales Data (both Daily & Weekly), Special Events, SPS Bulletins, Track / Print Purchase Orders, and view other information that is authorized for the assigned Supplier Codes. Sales Information can be requested by Facility, Product, Facility and Product or Time. Information is emailed to the user within 24 hours of the original request.
2. Who has access to the EPOL system and can anyone use it?
Since EPOL is the primary tool for data and information sharing between the Exchange and our Suppliers, all active suppliers and supplier representatives are allowed access to EPOL.
3. What is required to access this system?
- Browser – Internet Explorer 4.0 or greater.
- E-Mail software such as Outlook and / or an Email Address.
- Internet connection (56 K modem or better). Netscape does not work with calendars, Internet Explorer is preferred (I.E. 8 may cause issues).
4. How do you gain access to the system?
- Supplier(s) register for an account
- Supplier(s) contact their Exchange Buyer to gain access. Once the Exchange buyer assigns the user with the correct Supplier Codes and Applications, the Supplier is then authorized to logon to EPOL.
5. How long are you allowed to use this system?
As long as the Supplier remains an active partner, they are authorized to use EPOL.
6. Why do other users within my company have more applications / options than I do, how do I get the same setup?
Suppliers are originally set up with a basic package, for additional applications the supplier should contact the buying office.
7. I previously created an account on EPOL but now I cannot gain access, why?
All login information is purged after six months of non-use. Suppliers must have accessed the system at least once within a six month period in order to remain an active user on EPOL. If your username has purged from EPOL, you will need to create a new account and contact your Exchange Buyer to gain access. Once the Exchange buyer assigns the user with the correct Supplier Codes and Applications, the Supplier is then authorized to logon to EPOL.
8. How do I update my username or password?
To update / change a user name or password click on the “Click here to change your profile settings” at the bottom of the menu page.
9. How do I get an instruction book for EPOL?
You may print out an instruction book from the Partner’s menu page by clicking on “EPOL On-Line Instruction Book” at the top of the page.
10. I am trying to view my PO’s from 2009 and I keep getting PO’s from 1998, how do I gain access to the latest PO’s?
You must ADD the parameter before clicking the SEARCH button. Type in the Purchase Order Number, click “ADD”, and then click “SEARCH”.
11. Why can’t I find the PO when I have looked under each Supplier Code on my profile?
The Purchase Order may be under a Supplier Code that is not on your profile. A new Supplier Code may have been created by the buyer. Please contact your Exchange buyer to insure all you existing Supplier Codes are assigned to your profile.
12. What is Teradata Sales?
RPOS (Retail Point of Sales) Sales captured at the cash register by a scanner. Scanned sales are reported daily by each Exchange Facility with RPOS and archived. Two years of sales history are available.
13. What Reports are available on EPOL?
- Daily and Weekly Sales (past 2 years)
- Promotional Sales (Week of, and one week Before and After Event)
- Comparison Reporting
- RMDS Reports (warehouse inventory, Cross Dock reports, Sales Based Replenishment (SBR (Automatic replenishment at store level)
- Facilities Listing
- Buyer’s phone directory
- Help Desk phone directory
14. Who do I contact if I am having issues with EPOL?
The Exchange Buyer is the main point of contact for EPOL; however the EPOL administrators can be reached at EPOL@aafes.com.
Purchase Order Process
1. Why don’t we see bulletins about your processes for handling claims, points of contact and changes in your business practices?
The E-business side (, GDS,) have been sending out bulletins on problems with the systems, pending changes, notices about attribute changes which we use to adjust our processes. We are revamping our web site to be more like the e-business web site. Currently most of the info mentioned in your comment is on the “Doing business with the Exchange web site”.
2. We have problems with purchase orders that are placed prior to a price change but are shipped after the effective price change date. This situation creates a payment discrepancy in our system that must then be researched. Do you have any suggestions?
There are too many variables to consider to give a blanket response. I suggest they work this out with the Buyer.
3. When we have a pricing difference we are being told the price was in the buyers system but did not flow to the accounting side. What could cause that type of problem and do you have the ability to see the price was in the buyers system?
There is insufficient detail to provide a response. If the supplier can provide details, we can research further.
4. We continually get buyers or inventory managers who tell us to ship products but then fail to complete the purchase order revision and we get deductions. Is this a common complaint or is it just us?
We are sending out a reminder to our buyers on this subject stressing they must complete PO amendments if they make changes.
5. We offer all retailers the ability to take special discounts based on payment terms for promotional and seasonal merchandise. Who makes the decision on which payment term will apply, the buyer, accounting, or is there someone else?
6. We have been waiting for quite some time for a signed copy of our resale ordering agreement, what is causing the delay and who can we talk with to obtain a copy?
The buyers are required to staff all ARA’s with our Policy and General Counsel which may cause some delays if there we changes made or proposed to the agreement. You need to contact the buyer and discuss the situation. If you are unable to contact them, provide more specifics such as the contract name and we can research.
7. What is the biggest challenge you see with the supply chain?
There are several challenges of aligning over 7,000 diverse suppliers to meet the Exchange supply chain objectives, effective communication and effectively aligning business processes are two of the critical ones that come to mind from the logistics perspective that will be on going challenges for all of us.
Agree with your assessment. As we are rolling out Retek modules which will have a positive improvement on our Supply Chain and SD reorganization to more effectively channel communication to where it can be more easily addressed, positive impacts should be realized by both our Suppliers and the Exchange.
8. How is the order lead time determined?
The buyer preparation time, purchase order time, supplier ship times are all considered when developing the order lead time.
Trade Promotion Management
1. What is the process for disputing a claim; can you provide us with a written process or protocol for the refusal / denial of claims?
All claims contain a POC email ID. Questions / Disputes / Denials should be emailed to firstname.lastname@example.org. The Trade Promotion Management group will research the reasons for the reversal request. We will coordinate with the suppliers / buyers and act in accordance to the buyer’s direction.
2. What do you consider to be a reasonable period of time to address a disputed claim?
We should acknowledge initial emails sent to email@example.com within 48 hours of receipt (M-F). Resolution time depends on the complexity of the claim and becomes dependant on other parties to provide facts, even so, most are resolved within the same week, and some take longer.
3. Why does the Exchange deduct first?
Unless it is a credit memo, we don't deduct first. Our claims have terms of Net 30 Days which allows for payment and any dispute.
4. We have several allowances available to the Exchange that are not being taken until well after the invoice has been paid, usually by the compliance group. Why can’t all the allowances we have authorized be applied at the time of payment?
If the Trade Promotion Management group is not aware an allowance is available we can't ensure the allowance will be taken. The solution is to make the availability of the allowances known to the Trade Promotion Management group. Simply email firstname.lastname@example.org
5. We list on our invoice all the allowances to arrive at the net price. The buyer lists the net price without showing all the allowances used to get to the net price. While the two are the same net, we have problems getting paid correctly. What is being done to address this problem?
Please provide specific example to email@example.com. This sounds like a simple miscommunication regarding how specifically the allowance is to be taken. Or simply a terminology misunderstanding, for example, “off invoice” may have been misunderstood as “off line item” or “off invoice” as a “below line deduction”.
6. What are the three biggest problems you hear from suppliers and what were your answers?
- Supplier is surprised by a deduction. Solution - TPM mails claims that provided 30 day notice prior to a deduction occurring. Make certain TPM has the correct address for mailing the claim to avoid surprise deductions.
- Supplier doesn't know what the deduction is for. - Exchange Partners web site provides the answers or directs to a POC available to ask for more details.
- Issues with Logistics compliance claims - These are complicated for both parties. We encourage and facilitate the dialog between supplier and Exchange logistics to 'fix' what is broken. Less than 10% of these claims are ever reversed. These claims represent the smallest amount of cost recovery, but are the most contentious of all claim types. As we have stated, we’d like to see them go away simply because the degree of costs recovery could be better invested in promoting the supplier’s products.
7. Is anyone tracking the types of discrepancies (e.g. pricing, short shipments) and seeing how what caused the problem? For example, if there is a problem within the Exchange systems or business process every supplier has to spend time researching a problem that isn’t really our problem. Conversely if we have a problem within our system, I need to get it fixed as well.
Yes. The Exchange Trade Promotion Management System includes tracking codes for each specific infraction and we continuously analyze the reports to determine process errors and then work to fix them. It was noted by one Supplier that they don't have compliance issues with the Exchange, as they 'fixed' their issues a couple of years earlier based on compliance claims they received from Kohl's. We applaud that approach because it is a win-win.
8. Why do we receive billings for cooperative advertising claims that have no documentation and were not included in our Business Terms Agreement?
The Exchange has the expectation of supplier support for all advertising it performs in its media channels to promote and sell suppliers' products. As such, advertising costs associated with the promotion of a suppliers products will be billed to that supplier via claims with terms of Net 30 days. After that period if the obligation is not met, the claim will be deducted from the next processed payment.
If there are existing advertising accrual programs, the costs associated with the advertising will be debited to those accrual programs. Advertising rates for The Exchange media are contained in our rate card which is available by request to the Trade Promotion Management group.
9. Because the point of contact information is incorrect for many of us, why doesn’t the Exchange temporarily revise the time frame to dispute a claim from thirty (30) days to sixty (60) days?
We will follow industry standard which is net 30 days. Let's correct the POC information. Let us know the POC and address you want trade promotion claims mailed to. An email to firstname.lastname@example.org will resolve this.
10. Because there are significant differences between various types of trade (soft goods, hard goods, electronics, etc.), why doesn’t the Exchange tailor the trade allowance agreement form by type of trade?
We will revise the trade allowance form and group the allowances by type. Advertising allowances will be together on the form, logistics allowances together, and MDF allowances together and identified as such.
11. We offer the same trade allowances to all customers and actually treat the Exchange as a preferred customer for discounts and allowances even though your volume isn’t sufficient. We find each buyer has their own view of how to allocate allowances which directly impacts our ability to have one standard that can be applied to all invoices. Is there a problem having allowance agreements by product group and how will that be tracked in the Exchange accounting system?
- We believe we are a “key account” for most suppliers and we anticipate receiving the TPM support levels accorded to a key account.
- The Trade Promotions Management group can facilitate coordination between buyers and sellers where it makes sense to have a cohesive Business Terms Agreement.
- The Exchange Trade Allowance Management System can accommodate allowance agreements by product group, or even down to SKU level. Any cost recovery revenue from a TPM claim is applied as a reduction to COGS which automatically favorably affects store departmental margin and—in turn—the respective buyer.
We answered these in a manner to remind the supplier that since these are primarily compliance issues, they should be addressed through the buyer because they are also contractual issues. We’ve already worked with several suppliers and the buyers to work through “LG” compliance issues, although we view them as Exchange compliance issues.
1. Why doesn’t the Exchange apply our fuel credits on our invoice when making payment?
It creates a payment discrepancy in our system, requires we keep the invoice open until the credit is taken, takes additional time to notify the Exchange and request the deduction be taken.
We are finding the Exchange is applying the same fuel credit multiple times. What is causing the problem and how can we prevent duplicate deductions in the future?
We need specifics on this, it may be a logistics or an AP issue.
2. When product is shipped back to our facility from the Exchange why do we receive deductions for the freight cost even though our agreement stipulates we pay the transportation cost of the product?
There are situations when the return information isn’t clearly spelled out. The Exchange will prepay the freight charges and bill the supplier back.
3. Why doesn’t the Exchange apply our pick up credit on our invoice when making payment?
We need specifics on this, it may be a logistics or an AP issue.
4. What are your time lines when overages, shortages, differences in price allowances should be identified back to suppliers?
This information is communicated through the buyers / IMs and is based upon the receipt of goods. A lot of this will be minimized as suppliers sign up for TMS and also work with our EDI group to provide ASNs.
5. Several people have asked about shipments here in the U.S. but why does it take even longer to report discrepancies for shipments made to overseas distribution centers?
The time is caused by the lead times it takes to ship merchandise overseas. The discrepancies aren’t found until the merchandise is received at the distribution center. This is usually 30 to 45 days after it ships from ConUS.
6. Our sales people handle store claims for damaged merchandise and take care of the product. There is little, if any, involvement by the Exchange personnel, yet we are charged the same rate as if they were doing all the work. Why not eliminate the charges for suppliers who have products being picked up at the store?
Exchange store operators are still involved and required to follow our procedures for handling damaged / defective / returned merchandise. The handling charge is a standard industry practice if the supplier wants merchandise returned. The cost is contained in the Exchange Retail Agreement (ARA). The charge can be avoided if an allowance is negotiated in lieu of returns on the ARA or Trade Allowance Agreement form.
7. Why can’t we get all the information we need to address a late shipment?
We need to know when our trucking company called for an appointment, when they arrived at the gate, and when they started the off loading process to see what is causing the problem.
This information is normally kept at the DC. If a supplier feels they are having a problem with their carrier that’s causing an ongoing compliance issue, then they should contact their buyer. Information can be provided to work out common solutions to the problems.
8. Why don’t you look at when the trucking company arrived at the security gate instead of when they backed up to the dock and annotate the information on your tracking form?
We have seen significant delays at the gate and then someone later reviews your information and sends us a bill. This question should be more specific. Are you asking about the military installation security gate or the DC?
9. Who do we contact at the Exchange to get the documentation needed to evaluate our trucking company’s performance to meet the Exchange delivery requirements to each distribution center?
The information request should be coordinated through the buyer who will work with the Exchange transportation on obtaining the required info.
10. We have multiple locations that may be shipping to a specific distribution center depending on inventory at each location. Can the the Exchange system have more than one supplier shipping location for each distribution center?
No, there is a constraint within Retek that only allows one supplier shipping location per item per distribution center.
11. When the product is picked up by the Exchange, we believe title changes at our dock and the carrier has liability for the product and what was on the bill of lading. Depending on who you ask, we get different answers. When does title change for point of origin orders?
FOB Origin is as described, where title passes upon pick up by the carrier.
12. Why do we receive late delivery charges when your distribution center gives us the appointment either before or after the delivery time?
This needs to be addressed with specific incidents.
13. When a trucking company is delayed and goes into a wait time situation, what is the process for billing the Exchange for the wait time charges incurred?
Please provide specifics, much depends upon the FOB terms, etc.
14. When multiple purchase orders are being delivered, shortages are being reported due to the in-checking process. Why can you check multiple purchase orders on the same truck to insure you don’t have any errors with the count?
The errors are usually caused by improper carton markings identifying the correct purchase order. In order to prevent these errors, the supplier must make every effort that each purchase order shipment is clearly marked by PO number.
15. What is the policy for overages at distribution centers and how is the problem identified back to the supplier?
Overages are identified as tally ins to the buyer or inventory manager. It is their decision whether to accept or have it returned however overall, the Exchange policy is not to accept overages.
16. If the Exchange receives overages in the distribution center, why don’t they pay for them?
If the buyer or inventory manager can’t get a return authorization from the supplier, and they have made the decision not to accept the goods, they can advise that the merchandise be destroyed or donated to charity.
17. What is the policy for overages at stores and how is the problem identified back to the supplier?
Same as the DC.
18. Who are the key POCs for LG?
Logistics Customer Service at LGTrafficCustomerService@aafes.com
1. Why does the Exchange take months to reimburse suppliers when the claims are found to be invalid?
PRG reversal procedures are the same for the Exchange and the civilian market. However, since we only have read only access to the Exchange system and no authorization to image or key the reversal in the system, this extends the repayment process. This is common on many of our accounts. The goal is to take a minimum two weeks to 30 days for all approved reversals.
2. What is causing the Exchange to take deductions prior to the suspense date listed on the claim?
Our claims are processed for deduction after 30 days from being mailed. We don't have a suspense date.
3. Why are there such long delays in getting deduction information to our company so we can address the problem? Why is the Exchange taking six months or longer to identify deduction issues?
It is industry standard to review the account for accuracy after the closing of the fiscal year. The account review is performed by two audit firms, in a primary / secondary pass. This is done after the Exchange Internal Group completes their review.
4. What do you feel is a reasonable time we should have to wait before getting a response?
Our guidelines with the Exchange are to respond to all supplier requests within 5 business days after we receive the correspondence in writing.
5. How do we address claims being made for co-operative advertising or market development funds from the past when we had dead net pricing? We put applied every allowance to get to a net price and now the audit process is saying we owe more money even though the Exchange got it with the lower price.
In the event this situation occurs, the supplier should have all this information recorded in the ARA to avoid additional claims.
6. Claims are sent by the Co-op department in year one. Suppliers and supplier reps refute the claims, get buyer approval, and have the claim reversed. comes through and processes the same claim and requires that the same proof be provided again. Why can’t the Buyer’s flag the claim so we don’t have to repeat the same work we did initially with?
We should not be generating a claim on the same issue unless additional information is discovered.
7. After the Exchange has researched the information and filed a claim, why can’t the supplier have copies of the same documents used by the Exchange or to make the claim? We receive non compliance fees with little or no documentation. It’s difficult for us to determine what the claim is for or verify whether the claim is legitimate. For example, the Exchange shows freight was late. If we can determine why and how the freight was late then we can determine if our carrier screwed up or if we screwed up. If the carrier screwed up then we can get the fees from them. If we screwed up we need to pay. If the Exchange did not give a delivery appointment and we were late because they were too busy to get us in then it’s the Exchange’s fault and we should be able to deny the claim.
The Exchange compliance claims are generated from EDI information provided by the carriers and other electronic data sources such as PO, Routing Instructions, receiving information, etc... The data is analyzed against the electronic information and evaluated against the ARA's to verify compliance. Once this occurs the claim is printed by pulling the electronic data into a schedule. There are no hard copies of freight bills.
8. What is the process for a post recovery audit?
The post audit recovery groups review all business transaction sets, documentation and agreements between the Exchange and their suppliers. Once all the areas are reviewed for accuracy and the discrepancies are identified, a claim will be issued for Exchange approval. Once the claim is approved by the Exchange, a 30 day letter, including the supporting documentation, will be mailed to the supplier for their review. The supplier has 30 days to dispute the claim. After 30 days, if there is no correspondence, the claim will be sent to the Exchange AP for deduction. If there is a written correspondence within 30 days, then correspondence will be logged in our system and the auditor will be notified accordingly. PRG requires written correspondence so that the information can be scanned and tracked accordingly.
The Exchange follows the Industry Post Audit Standards by reviewing transactions up to 7 years from the check date. However, the Exchange is currently reviewing the FY 2006, FY 2005, FY 2004 and just ended FY 2003.
9. Is a claim from without sufficient documentation to support the claim valid?
There is sufficient documentation provided within each claim to support the validity of the findings.
10. We have filed a protest to a claim from yet the value is still deducted, why?
The suppliers have 30 days to review and dispute a claim. Each claim is evaluated by the auditors when a correspondence is received. If the claim is researched as a result of a dispute or correspondence and it is believed to be valid by the auditor then the claim will be re-instated to follow the claim protocol established by the Exchange audit guidelines, which means the supplier will be given another 30 days to review our research. If no correspondence is received within those 30 days, the claim will be set up for deduction.
11. Who is the right person to talk to about a claim? When we go to the point of contact we are told to contact the buyer who in turns sends us to someone else.
PRG will handle all the correspondence of post audit claims issued by PRG. Suppliers should contact PRG as instructed in the cover letter attached to the claim. All the correspondence should be addressed to email@example.com. Once we receive the written correspondence it will be logged in our system by our correspondence desk. The auditor that wrote the claim is notified by the desk to address the correspondence and to contact the supplier accordingly. PRG requires written correspondence so that the information can be scanned and tracked accordingly. If the claims do not belong to PRG the auditor should send you to AP or COOP Dept. In rare occasions, the auditor may send you to the buyer for the research of a claim. However, this should not be the norm.
12. If we can’t get a response back from in a timely fashion, who do we contact to get help?
If you do not receive an answer in a timely manner, please contact Omar Ramos at firstname.lastname@example.org and copy the correspondence desk at email@example.com
13. How do we get the supplier point of contact information changed for claims? We have tried sending e-mails and calling without success.
14. We receive claims from four years ago and many of the records needed for review have been archived in a commercial facility that can take four to six weeks to retrieve. How do we go about getting additional time? We don’t want to automatically file a dispute with the claim until we have our documents.
The Exchange provides the supplier community with 30 days to respond and dispute any claim prior to deduction. If additional time is needed to perform further research, please contact the PRG auditor directly or send your request to firstname.lastname@example.org and an auditor will contact you to evaluate your request.
15. Why doesn’t provide all the information they used to determine a claim should be made? When we get incomplete or very limited information with their claims we have been told we have to look at our documents because they don’t have the time.
Our intention is to provide sufficient documentation to support the validity of the findings. Each claim has its own life and in many occasions the analysis is performed utilizing electronic data sources such as EDI and legacy systems, that requires the data to be converted from electronic format to paper form. The hard copies are provided to the supplier. We (PRG) are responsible for supporting the claim. The supporting documentation should be provided to the suppliers for their review.
16. When we reject the claim from and send supporting documentation, they reject our documentation and the claim stands. What is the process for us to file a formal dispute when we believe our documents support our claim?
If a supplier sends a correspondence disputing the claim, it is the auditor responsibility to evaluate the correspondence and share the findings with the supplier. If findings by the auditor support the validity of the claim and the supplier is not satisfy with the research, please contact email@example.com for further discussion.