You can open an invoice dispute in situations where you have concerns about the legitimacy or accuracy of the invoice, ensuring that any discrepancies or issues are addressed and resolved.

Disputes can be opened, edited and closed from the following locations:

• The Statement page, e.g. if the AR team receives a call or an email from the customer questioning the invoice legitimacy or accuracy.
• Your customer's Customer Portal web page.
• The Communications page where you can open a dispute, e.g. when you receive a dispute related email.

When handling disputes, you can:

• Open a Dispute
• Manage a Dispute
• Reopen a Dispute
• Review Disputes
• Use Workflow Events Involving Disputes

Open Disputes

To open a dispute:

1. Go to your Statement page.

2. Select an invoice or multiple invoices from the grid and click on the Open Dispute icon located above the grid.

   

3. In the Open Dispute dialog that opens, select the dispute code from Dispute Code and enter a Comment.

   

4. Click on OPEN to confirm the dispute's details.

   Once a dispute is opened:
   • A dispute icon will be displayed in the Indicators column.

     

   • A new record will appear on the DISPUTES tab at the bottom of the Statement page.

     
     

Manage Disputes

To manage an opened dispute:

1. Go to your Statement page.

2. Select an invoice (or multiple invoices) with an opened dispute from the grid and click on the Mange Dispute icon located above the grid.

   

3. In the Manage Dispute dialog that opens, you can either EDIT DISPUTE OR Resolve the dispute.

   

   • Clicking on EDIT DISPUTE will open the Edit Dispute dialog where you can select the Dispute Code and enter a comment into the Commentfield.

     

     After you save the changes, a new line with your changes will appear in the Manage Dispute dialog.

     

   • Clicking on Resolve will open the Resolve Dispute dialog where you can enter a comment into the Commentfield.

     

     Once you resolve the dispute:

     • A dispute icon will be removed from the Indicators column.

     • The dispute record on the DISPUTES tab at the bottom of the Statement page will be updated and its status will be changed to Closed.

       
       

       
       

Reopen Disputes

To reopen an already resolved dispute:

1. Go to the DISPUTES tab at the bottom of the Statement page and click on a line with a resolved dispute.

2. In the Reopen Dispute dialog that opens, you can see the entire dispute history, its amount and you can reopen it.

   

3. In the Reopen Dispute dialog that opens, select the dispute code from Dispute Code and enter a Comment.

   

4. Click on SAVE to confirm the dispute's reopening.

   After the dispute is reopened:

   • The dispute icon will be displayed in the Indicators column on the Statement page.

   • The dispute record on the DISPUTES tab at the bottom of the Statement page will be updated and its status will be changed to Open.

      

Review Disputes

You can track and review disputes including their dispute codes, sub-codes, and resolution codes in multiple locations such as:

• Statement page
• Aging Report page
• Invoice page
• Tasks page
• Dashboard page

For more details, see the Tracking and Review of Disputes section.

Use Workflow Events Involving Disputes

You can also add and configure the following dispute related workflow or global rules events:

• Dispute is closed
• Dispute is opened
• Dispute is updated

For more details, see the Rules Engine Events section.