My brain is going to implode!!

Just curious about this...

Do we HAVE to have the customers fill out the Claim form if the error is obviously an encoding error? I would think no but then I can think of a regulator wanting to know the time frames in which we resolved and credited the customer. I guess I just don't want to hassle the customer if it is an easy and obvious fix. So, could I say that we only require the written claim form in instances of illegibility and stuff like that. Right? Thoughts?