Using the Disputes Feature

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Using the Disputes Feature

Collection agents can use the Disputes feature to create and process invoice disputes. The comments and notes that are added via the Notes feature can be exported.

Create a New Dispute

  1. Launch the feature instance and go to the landing page.
  2. Click the + icon on the page.
  3. Select the account and the invoice number for the dispute.
    • A dispute can be created for an open or closed invoice.
    • Only invoices less than a year old are displayed and eligible for dispute processing.
    • For each dispute, you can select only one invoice.
    • An account can have multiple disputed invoices. create_new_dispute.png 
  4. Select the invoice items in dispute and complete the details for each disputed item. 
    • Enter the disputed amount in the AMOUNT TO DISPUTE field. The disputed amount for each invoice item cannot be greater than the charge amount of the invoice item. The total disputed amount cannot exceed the original invoice balance.
    • Select a dispute reason from the dispute reason list. Different invoice items of the same invoice may have different dispute reasons.
  5. Click Create to create the dispute. A newly created dispute is in Pending status until it is approved by the creator or administrators. 

Process a Dispute

All disputes are displayed on the home page of the Disputes feature. Click filter_icon.png to filter the results using account name, invoice number, created date range, or status. 


Click a dispute ID to edit the dispute.


For a dispute that is in Pending status, you can perform the actions below. After an action is performed, a note will be created in Disputes to record what has happened.

  • Approve - A dispute can be approved by the creator if the amount is within their authorized amount or by an admin. To learn about how to configure the authorized amount for a user, see Set Up the Notes Feature.
    Once a dispute is approved, you cannot perform further actions. The system will perform actions based on the status of the invoice:  
    • If the invoice is open, a corresponding invoice item adjustment will be made.
    • If the invoice is closed, a credit memo will be created.
  • Reject - Rejects the dispute and uses the Notes feature to add an explanation.
  • Cancel - Cancels the dispute and uses the Notes feature to add an explanation.
  • Escalate - Escalates the dispute to the escalation point configured in the settings of the Notes app instance. See Set Up the Notes Feature to learn about how to configure escalation points.
    The escalation process follows these rules:
    • A standard user must have an escalation point. Otherwise, disputes from the user cannot be escalated.
    • An admin does not need to have an escalation point. An admin can escalate a dispute to another admin.

Add Comments

Click View Notes in the bottom left to display the commenting panel. You can view existing comments, or add new comments. 


All comments, as well as the notes added by the system to record the actions that have been taken, can be exported in the Notes feature. See Using the Notes Feature for details.

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