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Disputes management » How to create and close a dispute case?

The creation of a dispute comes after an exchange with the client indicating a valid reason for not paying certain invoices. It is done on the client sheet / statement of account of open items.

You must select the items concerned by the dispute by checking them on the left of the screen and then click the button Change status... .

Qualify items

Then select the status to be associated with the items in the category « dispute », eg « Price dispute. »
Fill also a comment describing as precisely as possible the dispute.

It is on the basis of this description that the resolver will work to solve the dispute. It must therefore be fully representative of the expression of the customer.

Associate a comment

It is then necessary to send an email or an internal interactive email to the resolver (sales manager, customer care...) including all required information to work on the case. It is possible to use the #Hashtag to insert dynamic content such as a list of the items concerned by the dispute (#items_list_selected).

Create the case

A quick preview ensures that the email contains the correct information.

Email preview

The last step is to remove the disputed items of the collection scenario by creating a specific action of dispute follow-up.

Exclude items

Set a date for the action that is consistent with the time needed to resolver to settle the problem (it is possible in Setup / Manage item statusLink to set by default a number of days by status). These bills will not trigger dunning actions until the dispute is resolved.
If you do not have a feedback from the resolver, chase him / her up and then change the date of the action to a later date, which will allow you to chase him / her againt.
If the follow-up action type is an email (to the resolver), you can send the email without ending the action (and thus without closing the dispute) by clicking on the blue button « Send the email », then reposition the action date for a new on to chase again the resolver if it does not respond.
chase up resolver

Once the problem resolved (credit note issued in our example), you need to close the dispute.
To do so, terminate the specific action of dispute follow-up in the customer sheet or in the collection agendaLink

The invoices are now collectable (non-disputed anymore). A dunning action can be done to get their payment quickly. Indeed, the customer has no reason to block payment.

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