Issue with True-Up Amount Recalculation and Pending MCAPS Process Change

We have been requested by the seller to change the process from Simplify TU Process to Legacy Process.

The DCA team had already input all required information into the DCA Experience Power App since last Thursday and Friday. Initially, the True-Up result appeared with an amount of KRW 1.6B. However, by Friday evening, the calculated amount unexpectedly changed to KRW 600M.

To verify whether this was caused by a system glitch, the DCA team deleted all inputs and reinserted the information. Despite this, the result remained at KRW 600M. From the DCA side, no information was changed in the DCA Experience Power App, but the system automatically recalculated the amount differently.

From the customer’s perspective, the lower payable amount is favorable. However, from the DCA perspective, the system calculation appears inconsistent, and we are unable to determine which True-Up amount is actually correct.

In addition, DCA has already raised an MCAPS ticket to change the process from Simplify TU Process to Legacy Process. Although the seller has received approval for the change, the MCAPS team has not yet been able to resolve the issue.

The seller is currently being pressured by the customer due to the prolonged resolution timeline and this situation may potentially impact the customer experience.

We would appreciate your urgent assistance and clarification on:

1. Which True-Up amount should be considered the correct calculation (KRW 1.6B or KRW 600M)
2. What made the changes in term of the calculation
3. The status and resolution timeline for the MCAPS process change request.