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Disputes management »

How to create and close a dispute case?

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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 ... .

Qualify items


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.

Associate a comment


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).

Create the case


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

Email preview


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.

Exclude items


Based on the status applied to the items, a specific action model and a follow-up date can be automatically suggested.
These elements remain fully editable and customizable by the user when creating the action, allowing the content or timing to be adjusted according to the customer's situation.

Link your specific actions to a status

You can associate a specific action model directly with a status from Admin → Manage item statusesLink.
This configuration allows MAIA Logo MAIA, the artificial intelligence of My DSO Manager, to plan and suggest automatically the most appropriate follow-up actions based on the applied status (reminder, call, dispute management, etc.).
→ Learn how to configure this option: How to manage statuses?.

The items linked to the action will not be reminded again while the action is in progress.

The resolver is visible in the relevant action:

Action resolve


Your collection agenda, Report Items status, Report Disputes and items searches can be filtered on the Resolver criterion:

report resolve


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?

chase up resolve


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 agendaLink. 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.

Learn more:
"How to create a specific action?"
"How to maintain a specific action?"
"How to track the progress of a dispute and manage the associated items?"
"How to update a comment and designate a new resolver?"
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