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Various questions
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If you have questions, contact us
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
.
Dispute
creation
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
...
.
Step 1
Select the
status
to associate
In this example, a « Price
dispute
». Fill also a
comment
describing as precisely as possible the
dispute
, as well as the
Resolver
, i.e. the person who will be able to resolve this
dispute
in your company (salesperson, sales assistant, technician, etc.).
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.
Step 2
Send an email:
As soon as a
Resolver
is identified,
My DSO Manager
propose you to send an
internal interactive email
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
).
A quick preview ensures that the email contains the correct information.
Step 3
Set the next action:
The last step is to remove the
disputed
items of the
collection scenario
by creating a
specific action
of
dispute
follow-up.
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
status
to set by default a number of days by
status
. These items will not trigger dunning actions until the
dispute
is resolved.
The
resolver
is visible in the relevant action:
Your collection agenda,
Report Items
status
,
Report
Disputes
and items searches can be filtered on the
Resolver
criterion:
Dispute
follow-up
If you do not have a feedback from the
resolver
,
chase him / her up without ending the action
(and thus without closing the
dispute
) and then change the date of the action to a later date, which will allow you to chase him / her againt.
→ For more information:
How to make live a
specific action
?
Dispute
resolution
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 agenda
. The
status
is automatically changed to «
Dispute
resolved »
when the
specific action
is terminated.
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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