Disputes / Excuse Codes

Customer claims that they have been billed twice for the same equipment.

• Electronic billing

• Tax

• Payment research

• Duplicate billing

Customer states that they have been charged with taxes when they are tax exempt.

• Wrong customer

• Tax

• Backcharge

• Missing equipment

Customer claims items were returned; however, they haven't received credit for the returned product.

• Tax

• Warranty

• Returned material

• Missing equipment

Customer states that they are the new owners of the building and that invoice is not theirs.

• Tax

• Wrong customer

• Escheatment

• Backcharge

Customer states that they won't pay their invoices because JCI owes to them.

• Refund

• Wrong customer

• Electronic billing issue

• AP owes Receivables

It is the excuse code used to start the closed-loop process as a final collections' effort on our side.

• 75 AR at risk

• 18 Refund in process

• 104 Payment Plan

• 503 Final Demand Letter

It is one of the excuse codes that you as a collector should never change or remove.

• 55 Extended terms

• 57 Financial distress

• 605 External Attorney

• 68 Contact made / fax / e-mail sent

In case of a natural disaster or unusual circumstances that prevent the customer from providing a payment / payment status, we use this excuse code.

• 54.1 Invoice not received and resent

• 62 Business interruption

• 52 Payment awaiting approval

• 58 Awaiting funding

This is the excuse code used when the customer says that payment is ready to go but they cannot provide a payment number yet.

• 52 Payment awaiting approval

• 52.1 Payment approved, awaiting ck#

• 54.1 Invoice not received and resent

• 57 Financial distress

It is the excuse code used when a netting request has been submitted.

• 59 Internal (JCI) research in process

• 62 Business interruption

• 53.1 Payment sent to another BU

• 69 Unresponsive customer