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What is a Resolver?

The Resolver role is dedicated to the management of disputes and the specific actions associated with their processing.



It is part of the Disputes module enhancements, with the Follow-up action type specifically dedicated to customer dispute management.

When should the Resolver role be assigned?



The Resolver role consists of assigning disputed cases to a dedicated user, monitoring their processing through to closure and ensuring centralized management under the designated responsible user.
This role does not perform standard collection reminders. However, it includes specific rights dedicated to customer dispute management and benefits, for the processing of the relevant cases, from the same permissions as a Collection Owner.

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This role allows users to:

  • Create follow-up actions for disputes and update them until resolution
  • Manage specific follow-up actions related to disputes
  • Interact with the various stakeholders: customer, internal departments, sales teams, customer administration, collections, etc.
  • Monitor performance, particularly in terms of resolution times, through the Disputes report and the Item Statuses report
  • Analyze outstanding receivables through the Aged Balance report filtered on the outstanding amounts assigned to them
For more information:


Automatic Resolver Assignment



Automatic assignment of a Resolver allows relevant cases to be assigned to a dedicated user based on criteria defined by your organization.
It helps distribute disputes, speeds up their handling and improves overall management.

How does automatic assignment work?

This setup relies on a custom field previously defined in the import settings and available in the items file or in the clients file. During data import, the values entered in this column are used to automatically determine which Resolver must be assigned.
The criteria may correspond, for example, to:

  • Sector / Business Unit
  • City
  • Branch
  • Profit center...etc
Automatic assignment of a Resolver is an optional feature.
If this feature is not visible in your interface when creating your user, please contact our teams to request activation: Request activation

How do you assign a Resolver?

When creating a user, a Resolver Assignment field is available above the Role field:

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Once completed, this field allows you to identify the sectors managed by the user and automatically assign them to the corresponding cases:

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You can then view the assignments defined for each user from the Admin > Manage account users section:

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Example:

If the item files imported into My DSO Manager include a custom field with sector values (for example City : Liverpool,London,etc.):
When items are moved into dispute for the corresponding sectors, the user will be automatically assigned to their management:

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These features help centralize dispute management in My DSO Manager and involve all relevant stakeholders: customer administration, sales teams, collection owners and internal departments.
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