Opening a Dispute from the Usage Details View

Note

Opening,a dispute requires the new Manage Disputes permission. This permission has been added to the Customer Care Admin role.

From the Usage Details view, click the Create Dispute(s) icon ( ).

This provides check boxes next to each item to let you select which items to dispute. As you select items to dispute by checking their associated check boxes, you can see the running number of items selected for dispute, and the total charges being disputed as the far right.

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.

• 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 DISPUTE to proceed. This displays the Create Disputes dialog with the selected items listed.

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  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. Note: 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. Click CANCEL to cancel out of the create disputes action.

  Disputed items are indicated by the open dispute icon ( ).

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