Attach documents to disputes: General Overview

To reduce time to resolution and enhance reporting, you can attach documents to disputes, opened in YayPay or on the Customer Portal.

The documents can be attached both in the YayPay system and in the Customer Portal to the following dispute types:

• to invoice-level disputes
• to line-item disputes
• to group disputes

You can attach documents at any step: during the opening, managing, resolving, or reopening a dispute. The number of attachments is not limited.

Attach documents to disputes: Step-by-step instruction

Attach documents to invoice dispute

Newly created dispute

On Statement Page:

Go to Statement Page > select the checkbox next to the Invoice record > click the "Open Dispute" icon:

On Customer Portal:

On Customer Portal, click the Show More menu for a single invoice and select to open a dispute.

The "Open Dispute" window pops up with the ability to attach files:

Fill in the fields (Dispute Code and Comment) and click "Attach files". Select the documents to be attached.

The attachment will be linked after you click the "OPEN" button.

Managing existing dispute

On Statement Page:

If you wish to attach a file to an already existing invoice dispute, select the related invoice and click the "Manage Dispute" icon:

On Customer Portal:

For the invoice with an already opened dispute only the "Manage dispute" option is available: click "Manage dispute".

In the Manage Dispute window, you can delete any previously attached files or you can add files by clicking the "Attach files" button. 

The attachments are linked when uploaded.

Attach documents to line-item dispute

Enable line-item disputes in Settings > Business:

Newly created dispute

Go to Statement Page > select the checkbox next to the Invoice record > click the "Open Dispute" icon. 

In the "Open Dispute" pop-up window fill in the fields (Dispute Code and Comment) and click "Open Line Item Dispute".

A new window pops up, where you can check the boxes for disputed items and click "Attach files".

Managing existing dispute

To attach files to an already existing line-item dispute, select the invoice with the line-item dispute and click the "Manage Dispute" icon. In the pop-up "Manage Dispute" window there is an ability to delete and/or attach documents.

Attach documents to group dispute

To attach documents to a dispute related to multiple invoices, go to Statement Page > select the invoices (only those without a dispute indicator) > click the "Open Dispute" icon:

In the "Open Dispute" pop-up window there is an ability to attach documents to the group dispute (i.e. to all the selected invoices). 

To manage a group dispute, select the invoices with disputes opened and click the "Manage Dispute" icon (the "Open Dispute" icon is unavailable for invoices with already existing disputes).

In the "Manage Dispute" pop-up window there is an ability to delete and/or attach documents to the group dispute. 

Actions with attachments

Remove

You can remove the attachments from the "Open Dispute"/"Manage Dispute" pop-up window whenever you want. You will have to confirm the removal in the warning pop-up.

Download

You can download the attached documents from the "Open Dispute"/"Manage Dispute" pop-up window by clicking on the attachment.