Note
Opening,a dispute requires the new Manage Disputes permission. This permission has been added to the Customer Care Admin role.
On the Invoice:
Select the item to be disputed.
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Click the Details tab.
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Click the Create Dispute icon (
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This provides check boxes next to each item to let you select which items to dispute, as well as buttons to let you proceed or cancel.
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Notes:
This release does not include support for disputes of unbilled usage. Usage disputes will be supported for billed usage.
You cannot select items already in dispute.
You can select closed dispute items to re-open them.
Disputes and click-to-credit are mutually exclusive. Creating a dispute on an invoice item disabled the click-to-credit functionality and vice versa.
After selecting items to dispute, click CREATE DISPUTE(S) to proceed. This displays the Create Disputes dialog with the selected items listed.
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Note
The Amount field represents the amount to be credited for the item and defaults to the original charge. You can adjust the amount to a value less than the charge; however, the Amount cannot exceed the original charge. The Amount value is for information only. The account will not be credited until an adjustment is applied.
The Description defaults to the name of the item being disputed. This value is read-only here; however, the Description can be edited if/when you edit the dispute.
The Remove link next to each item (red X) gives you the option to remove the item from the list of items to be disputed.
If the default amounts are correct, you can simply click SAVE to create the dispute(s), or you can adjust the amount(s) as needed. Or you can click CANCEL to cancel the disputes for all listed items.