Using the Disputes Feature

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Using the Disputes Feature

Collection agents can use the Disputes feature to create and process disputes for posted invoices within the past year. The comments and processing notes that are added in Disputes can be exported in the Notes feature.

If Invoice Settlement is enabled on your tenant, you can create disputes for all posted invoices within the past year. 

If Invoice Settlement is not enabled on your tenant, you can create disputes only for posted invoices that are not paid in full (balance > 0). If you need to create disputes for a paid invoice (balance = 0), you can refund the invoice payment in full. The invoice will then be available for dispute processing in the Disputes UI.

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. 
    • Only posted 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. 
    • The values in the TAX field indicate the tax amounts for the invoice items. Because tax is not eligible for disputes, the TAX values are not editable. When a dispute is approved, the tax will be adjusted automatically on the backend. You can view the changes in Zuora UI.
    • Enter the disputed amount in the AMOUNT TO DISPUTE field. The maximum dispute amount for each item is the original amount minus the tax shown in the TAX field. 
    • 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 the menu icon to the left of a dispute ID to display a list of actions you can perform. You can click an action without opening the details page. 


Click a dispute ID to view the details of the dispute. Click Actions to display a list of available actions for 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 has a positive balance, an invoice item adjustment for the approved amount and the corresponding tax will be created. You can view the change in the invoice item adjustment list in Zuora.
    • If the balance of the invoice is 0, a credit memo for the approved amount and the corresponding tax will be created. You can view the change in the credit and debit memo list in Zuora.

    When your dispute for a partial amount is approved, Zuora will discount the tax to correspond to the disputed amount. For example, if the original amount of an invoice item to dispute is $60, the tax is $10, then the amount eligible for disputes is $50. When your dispute for $25 is approved, Zuora will adjust the tax from $10 to $5. 

  • 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 to a Dispute

Click View Notes in the bottom left to display the commenting panel. You can add new comments, reply to comments, mention someone using @, or upload files. 


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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