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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... .
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... .
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.
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.
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.
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 bills will not trigger dunning actions until the dispute is resolved.
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.
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
To do so, terminate the specific action of dispute follow-up in the customer sheet or in the collection agenda
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.
