Navigating the Disputes Page
When you navigate to the Disputes page via the BILLING menu or ALERTS tab, all invoices with disputes are listed, and the disputes are grouped by invoice. Each invoice’s list is collapsed by default. Click the +/- button to show/hide the disputes list for an invoice.
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If you navigate to the page via an invoice, the page only lists disputes for that invoice by default; however, you can choose list all invoices with disputes by clicking to Remove the filter.
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You may choose to include closed disputes in the presentation by checking the Include Closed Disputes check box.
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Once you’ve expanded a list for a given invoice, clicking on a specific dispute displays the Details view on the right. From here you can view and edit details, manage Journals and Follow-ups, and close the dispute (or re-open a closed dispute).
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Date | Date the dispute was opened. |
Amount | Disputed amount entered when the dispute was opened. This defaults to the value of the disputed item. |
Description | Optional description entered when the dispute was opened (or edited). |
Close Date | Date the dispute was closed (if applicable). |
Resolution | Resolution reason selected when the dispute was closed (this may be specified even before the dispute is closed if necessary). |
What You Can Do
From a customer's Disputes page, you can:
Close a Dispute
Note
Closing,a dispute requires the new Manage Disputes permission. This permission has been added to the Customer Care Admin role.
The Details view for a selected dispute provides an icon for closing the dispute (
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Clicking the icon displays a confirmation message that lets you choose to proceed or cancel and keep the dispute open.
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If you choose to proceed and close the dispute, it will continue to be listed, regardless of the Include Closed Disputes check box, until you refresh the view. Note: A closed dispute cannot be modified once it has been billed.
Edit a Dispute
Note
Editing,a dispute requires the new Manage Disputes permission. This permission has been added to the Customer Care Admin role.
The Details view for a selected dispute provides an pencil icon for editing the dispute.
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Clicking the Edit icon makes the Amount, Resolution, and Description fields editable, and provides SAVE and CANCEL buttons to let you save the changes or cancel out of the edit action.
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Amount | Disputed amount entered when the dispute was opened. This defaults to the value of the disputed item. The value cannot exceed the original charge value. |
Description | Optional description entered when the dispute was opened (or edited). |
Resolution | Resolution reason selected when the dispute was closed (this may be specified even before the dispute is closed if necessary). |
Manage Journals and Follow-Ups
You can view Journals and Follow-ups on their respective tabs as applicable. You can also open new Journals and Follow-ups as needed. This functionality is the same as adding new Journals and Follow-ups in other areas of Customer Care.
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Re-open a Closed Dispute
Note
Re-opening,a dispute requires the new Manage Disputes permission. This permission has been added to the Customer Care Admin role.
To re-open a closed dispute, on the Disputes page, check the box to Include Closed Disputes, select the dispute to display the details in the right panel. Then click the Re-open Disputes icon in the upper right corner.
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When the Confirmation prompt is displayed, click YES to proceed or NO the cancel the re-open action.
Note
You can also re-open a closed dispute via the Invoice when you choose to .
open a dispute
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.
Note
The ability to re-open, edit, or close,a dispute requires the new Manage Disputes permission. This permission has been added to the Customer Care Admin role.