Master the Chargeback Flow.
From Contract to Payment.
A pharmaceutical manufacturer negotiates a contract price with healthcare buyers, but they purchase through wholesalers at full list price. The wholesaler then bills back the difference — the chargeback. This is the Ship & Debit process, managed end-to-end on Salesforce Channel Revenue Management (ChRM).
Why Chargebacks Exist
Pharmaceutical manufacturers (Gilead) negotiate contract prices with healthcare buyers (hospitals, GPOs). But buyers purchase from wholesalers (Cardinal Health, Cencora) who stock the drugs at WAC (Wholesale Acquisition Cost — list price). The wholesaler sells at the contracted price, then bills the manufacturer for the difference. That difference is the chargeback.
Sales Sets the Contract
Every chargeback starts with a contract. Sales creates the Opportunity → Quote → Price Authorization → Special Pricing Term (PSPT) → Rebate Program. This chain defines what drug, which buyers, at what price, and for how long. Without this foundation, no claim can be paid.
Wholesalers File Claims
Wholesalers submit POS (Point of Sale) transactions as evidence and Rebate Claims as payment requests. The system validates: is the buyer eligible? Is the price correct? Is the quantity within the cap? Does the POS match the claim?
Shareback to Buyers
Some of the chargeback dollars flow back to buyer groups (GPOs) as admin fees (capped at 3% for safe harbor compliance), and then down to individual members based on their volume. Finance processes, Audit monitors, and everyone tracks their piece.
The Core Formula
Every chargeback calculation reduces to this. Memorize it — everything else builds on it.
Claim amount = Chargeback per unit × Quantity
WAC $31,500 − Reference $19,845 = $11,655 per unit
15 units × $11,655 = $174,825 (single claim)
Reconciliation Anchors
These are the exact figures in the demo org. Use them to verify your understanding.
| Metric | Value | Context |
|---|---|---|
| Wholesaler Processed Book | $501,165 | Cardinal Health / Harvoni 90/400 28ct (qty 43): H1 $174,825 + H2 $233,100 + H3 $93,240 |
| Buyer Shareback (St. Mary) | $52,000 | Q2 2026, Vizient — Midwest Aggregation Group, 60.47% pro-rata share |
| Buyer Group (Sentinel) | $73,744.40 | 9 members across the group |
| S&D Claim Book | 49 claims | 3 System Processed / 36 System Failed / 10 New |
| Contract Chain | Multiple stages | 30 Opportunities → 27 Quotes → 39 Price Authorizations → 118 Special Pricing Terms → 46 Rebate Programs |










