Set Up the Disputes Feature

Knowledge Center > Collect > Setup and Administration > Set Up the Disputes Feature

Set Up the Disputes Feature

Before the Disputes feature is ready for use, you need to complete configurations for the feature.

Add Invoice Adjustment Reason Code

To allow the Disputes feature to make invoice item adjustments, you need to add an adjustment reason code in Zuora environment. 

  1. In Zuora environment, navigate to Settings > Payments > Configure Reason Codes.
  2. Select Invoice Item Adjustment from the drop-down list, and click add new reason code.
  3. Enter "Charge Dispute" in the text field and click save. Reason code names are case-sensitive.

Configure System Integration and Dispute Reasons

When you create a dispute in the Disputes feature, you need to select a dispute reason from the list. The list of dispute reasons is configured in the settings page of the instance.

  1. Launch the feature instance.
    Upon the first launch of the instance, you will be prompted to configure the settings of the instance.
  2. In the System Integrations tab of the settings page, enter the Notes API-token in the text field.
    Obtain the API-token of Notes from the Setting tab of the Notes landing page. See Obtain the API token of Notes for details.
  3. In the Dispute Reasons tab, add new dispute reasons, or delete existing reasons. 
    • To add a dispute reason, enter the reason in the text field and press Enter.
    • To delete an existing dispute reason, click the delete icon in front of the dispute reason. 
  4. Click Create or Save to save the settings.

Configure Escalation Points and Authorized Amounts

Escalation points are the persons that will be contacted when disputes are escalated. For each standard user, there is an authorized amount. If the disputed amount is less than the authorized amount, the user can approve without approval from managers. If the disputed amount is greater than the authorized amount, approval from the manager is required. 

You configure the escalation points and authorized amounts in the Notes feature. 

See Configure the Escalation Settings for details.

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