hello all - i have customers who constantly change...
# accountinge
Eddy Gramajo
10/04/2021, 10:02 PMhello all - i have customers who constantly change start/end dates on sales contracts. How do people usually handle these in NS/ARM? Do you use a credit memo or RA? Or is there a better way to do this?
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SuiteReg
10/04/2021, 10:11 PMdon't have the answer to this but i also shared this to the #C7NGZKN3D channel!
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Catherine Fray
10/11/2021, 1:45 PMHi @Eddy Gramajo, is this 1) an initial phase where the dates change a lot but then settle - for instance after go-live? or 2) a contract modification where there is a paper trail for the dates changing? or 3) neither they are just really bad at data entry and this happens continuously for no good reason? Because I have different answers depending on what's going on in the business.
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Eddy Gramajo
10/11/2021, 5:48 PM@Catherine Fray theres two use cases customer has not started and the date changed and we sign an amendment to track the modification
Also have seen dates change after go-live and there are times we don't have amendments for these
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Catherine Fray
10/19/2021, 9:18 PM@Eddy Gramajo Generally, if go-live is just uncertain or is controlled by an external process - i.e not based on contractual date but you must deliver something and then record delivery in the system - I often advise using a fulfillable item and consider setting rev rec start date from fulfillment date.
Catherine Fray
10/19/2021, 9:20 PMIf that is not feasible, and volume is not high, an alternative can be to check Hold Revenue Recognition on item and then a human must come in, confirm the dates once they are certain, and unhold revenue. This does NOT work at scale unless scripted but can help for seldom used items w/ very uncertain delivery
Catherine Fray
10/19/2021, 9:21 PMSome recurring billing tools that interface with ARM solve for this by not creating the revenue "source" (a custom record) until the go-live recording action takes place in the system. This is obv a potentially large expense and not the first thing I recommend
Catherine Fray
10/19/2021, 9:23 PMIf you have gone live and someone is saying the date has changed or was wrong but there is no signed amendment......what basis do they have for saying the date has changed or is wrong? The system cannot solve for bad processes or absent data, so I'd say work on process improvement first.
Catherine Fray
10/19/2021, 9:24 PMIf you are in this last case, yes you are going to be entering a lot of RA/CMs (I would probably use standalone CM unless there is actually inventory to return) because you cannot change the start date on the recognition of the original order once recognition has begun.
Catherine Fray
10/19/2021, 9:24 PMSorry for the novel, but it's a tough problem