Exception
Any case that leaves the standard path, such as a short payment, a portal rejection, a disputed line or a missing PO, and needs investigating before it can be resolved.
Most order-to-cash volume is routine, but most of the effort goes into exceptions, and they're where cash gets stuck. An invoice can't be paid until the PO is fixed; a payment can't be applied until the remittance is found.
Rules-based automation tends to hand exceptions back to people, because handling them needs context: the customer, the history and the policy that applies. Rex identifies and works the exceptions that delay payment.
Related terms
- Robotic process automation (RPA)Software bots that repeat scripted steps in other applications, such as clicking, copying and pasting, exactly as they were configured.
- Context graphA connected record of the people, documents, decisions and history around each customer and transaction, giving people and agents the full picture behind the numbers.
- Short paymentWhen a customer pays less than the full invoice amount, leaving a balance that needs to be explained, accepted or collected.
- Invoice disputeA customer's objection to an invoice, for example to its price, quantity, terms or delivery, that holds up payment until it's resolved.