Minimum Version Required: 25.01
Steps
1. Confirm Product and Expected Price: Identify the specific product on the invoice that has the incorrect price. Determine the correct expected price for this product based on the promotion you believe should be applied.
2. Investigate Price Calculation:
Click on the price calculator within the invoice.
Compare the applied promotion with the promotion you expect to be applied.
-If the customer should be qualified for the promotion:
Check if the invoice price was manually overridden.
Verify if the applied promotion results in a lower price than the expected promotion.
-If the customer should NOT be qualified for the promotion:
Investigate the reason why the system did not qualify the customer for the expected promotion (refer to step 4).
3. Verify Qualifying Units:
Confirm the total number of units for the product on the invoice that should qualify for the promotion. This includes the shipped quantity plus any backordered quantity at the time the pricing was calculated.
You may need to consult the customer's order history to determine the backordered quantity at the time the invoice pricing was initially calculated. This is crucial as backorders can influence promotion eligibility based on minimum unit requirements.
4. Confirm Customer Promotion Eligibility:
-Verify if the customer meets the criteria for the promotion:
Location-based: Ensure the customer's location is within a region or market associated with the promotion (check promotion locations or market).
Customer-specific: Confirm the customer is linked to the promotion through a designated customer promotion zone, market or a specific promotion customer assignment.
5. Review Invoice Audit:
Click the Invoice Audit button on the Invoice.
Click the "Diff" link on any of the records to identify when the pricing for the product changed or when the product was added to the invoice.
Click on the "Trans audit" link to the right of the specific product line item, on the Diff screen, to view a complete history of transactions related to that product on the invoice.
Analyze the audit trail to determine if the promotion was manually overridden by a user or if it was automatically calculated by the system.
6. Examine Subtables and Transaction Audit Details:
Within the invoice audit, select "Subtables" and then "Transaction Audit" to see the detailed transactions for each step of the invoice creation and modification process.
Review this information to understand the origin of the data, such as what was initially imported from a handheld device, what changes were manually applied (overrides), etc. This can help identify if pricing discrepancies originated from external systems or manual adjustments.
Fields And Definitions
Invoice ID: A unique identifier for the specific sales invoice.
Product ID: A unique identifier for the specific product on the invoice.
Expected Promotion: The name or code of the promotion that should have been applied to the product.
Actual Promotion Applied: The name or code of the promotion that was actually applied to the product on the invoice (if any).
Promotion Locations: The geographical regions or markets set on a Promotion.
Customer Promotion Zone: A grouping of customers that are eligible for specific promotions.
Promotion Customer: A specific customer who is directly assigned to a particular promotion.
Invoice Audit: A log that tracks all changes and transactions related to an invoice, including pricing modifications, product additions, and user actions.
Diff Screen (Invoice Audit): A view within the invoice audit that highlights the differences between versions of the invoice, showing what data was added, modified, or deleted.
Transaction Audit (Invoice/Product Level): A detailed history of all transactions and changes related to the entire invoice or a specific product line item on the invoice.
Customer History.Last Price: A field in the customer's historical data that records the last price paid by the customer for a specific product.
Mobile User Sync: The process by which data on a mobile device is synced with the server.
Best Practices
Ensure customer promotion data (location, promotion zone, customer promotion assignments) is accurate and up-to-date.
Regularly review promotion configurations and ensure they are correctly set up with the appropriate locations, customer segments, and qualifying criteria.
Train mobile users on the importance of syncing their devices regularly to ensure they have the latest pricing and promotion data.
Implement controls and audit processes for manual price overrides on invoices.
When processing returns, always verify the "customer history.last price" field, especially for products with no prior return history, as it will reflect current pricing.