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 status ...
Select the status
In this example, a « Price dispute
». Fill also a comment
describing as precisely as possible the dispute
. It must therefore be fully representative of the expression of the customer.
It is on the basis of this description that the resolver will work to solve the
Send an email:
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
A quick preview ensures that the email contains the correct information.
Set the next action:
The last step is to remove the disputed
items of the collection scenario
by creating a specific action
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
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: specific action? How to make live a
Once the problem resolved
(credit note issued in our example), you need to close the dispute
To do so, terminate the specific action
follow-up in the customer sheet or in the collection agenda
. The status is automatically changed to « Dispute resolved »
when the specific action
anymore). A dunning action can be done to get their payment quickly. Indeed, the customer has no reason to block payment.
The invoices are now collectable (non-