This functionality lets you view, open, edit and close disputes for selected invoice items and usage charges. When you open a dispute you can make a journal entry or open a follow-up to document the dispute as required.
Note
The ability to open, edit, close, and re-open a dispute requires the new Manage Disputes permission. This permission has been added to the Customer Care Admin role.
Accessing Disputes
You can access disputes from either of three areas in Customer Care:
The ALERTS tab on the Account Summary provides an indication of and link to open disputes.
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Clicking the link takes you to the Disputes page for the account where you can view all open and closed disputes.
Another path to the Disputes page is via the Billing menu (Billing > Disputes).
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Invoices with disputes have a blue info indicator on the top left portion of the page. Clicking the info icon opens the Disputes page with invoice-specific disputes by default.
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You can view items in dispute on an invoice by navigating to the Details view for a selected charge. Open disputes are indicated by an amber icon (
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Hover text indicates the disputed amount.
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Creating and Managing Disputes
Note
The ability to open, re-open, edit, or close,a dispute requires the new Manage Disputes permission. This permission has been added to the Customer Care Admin role.
You can open a dispute for one or more items via
From a customer's Disputes page, you can