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.
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:
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).
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.
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.