Disputes - Revision history

Scarpenter: /* Overview */

2018-05-16T06:46:11Z

‎Overview

Scarpenter: /* Access Control */

2017-05-19T03:05:18Z

‎Access Control

Scarpenter at 12:05, 17 May 2017

2017-05-17T12:05:42Z

Scarpenter: /* See Also */

2017-05-17T05:06:33Z

‎See Also

Scarpenter at 00:52, 15 May 2017

2017-05-15T00:52:59Z

Show changes

Scarpenter: Scarpenter moved page InvoiceDisputes to Disputes

2017-03-08T02:34:04Z

Scarpenter moved page InvoiceDisputes to Disputes

Kberkidge at 23:05, 10 July 2012

2012-07-10T23:05:17Z

Kberkidge: Created page with '==Raising Disputes== Disputes may be raised by a customer if they believe a charge appears on their invoice in error. For example, calls to an overseas number that they did not …'

2012-07-06T05:27:13Z

Created page with '==Raising Disputes== Disputes may be raised by a customer if they believe a charge appears on their invoice in error. For example, calls to an overseas number that they did not …'

New page

==Raising Disputes==

Disputes may be raised by a customer if they believe a charge appears on their invoice in error. For example, calls to an overseas number that they did not make, or charges for a service feature that they do not have activated on their service etc. The amount disputed can be entered against an approved invoice to temporarily reduce the invoice amount payable. If automatic payment processing is enabled, the amount disputed will be excluded from the payment total that will be processed.

----
'''Note:''' Disputes may only be raised against approved invoices.
----

Any disputed amounts will appear on the ''Invoice List'' page against the relevant invoice. The invoice will also appear in the Accounts Receivable, ''Disputed'' function (see Disputed Amounts on page 81). Disputes can be investigated with the customer and / or your upstream service provider and then resolved in one of two ways:

* Approve the dispute to raise a credit against the account for the disputed amount; or
* Reject the dispute to retain the amount on the invoice with all other invoice charges.

See [[AccountsReceivableDisputes|To Resolve a Dispute]] for details about approving and rejecting disputes on invoices.

===To Raise Dispute===

# On the [[InvoiceManagement|''Manage Invoice'']] page of the approved invoice, click the '''Dispute '''button. The ''Dispute Invoice'' page will appear.
# Enter the disputed amount in the ''Total Debit (Inc Tax)'' field. The system will automatically calculate the ''Amount (Ex tax) ''and'' the Tax Amount'' and display in the corresponding fields''.''
#: Alternately, enter the disputed amount in the ''Amount (Ex Tax)'' field. The system will automatically calculate the credit ''Total Debit (Inc tax) ''and the ''Tax Amount''.
# Select the ''Tax Type'' applicable to the dispute in the drop list.
# Enter a unique reference or identifier for this dispute in the ''Disputed Reference ''field. This will appear on the customer’s invoice with the credit if the dispute is approved.
# Enter a description or other information about the dispute in the ''Disputed Note'' field.
# Click the '''Submit''' button. A message will display at the top of the screen stating that the dispute has been created against the invoice.
# Click the '''Cancel''' button to cancel raising the dispute.

==See also ==
* [[Invoicing|Invoicing]]
* [[InvoiceAudit|Invoice Auditing]]
* [[InvoiceManageInvoice|Invoice Management]]
* [[InvoiceCardlineManagement|Invoice Cardline Management]]
* [[InvoiceManagement|Invoice Management]]

@@ Line 7: / Line 7: @@
 * [[Account Management/Customer Screen/Dashboard|customer dashboard]]
 * create [[Payment_Plans_V2|payment plan]] screen (v2 only)
-* [[Payments/Manual Payment Batch|manual payment batch]]
+* [https://resources.emersion.com/display/EKB/Manual+Payment+Batch manual payment batch]
 * various lists under the '''Finance > Accounts Receivable''' section.

@@ Line 96: / Line 96: @@
 These powers are situated under the '''Invoicing''' parent power.
-* View Dispute and Dispute History
+; Disputes Administrator
-* Can raise a 'Cardline Dispute' type
+The parent power for disputes raised against invoices. Grants full access to all disputes functionality.
-* Can raise 'General Dispute' type
-* Withdraw Disputes
+; Finalise Dispute
-* Manage Raised Dispute
+Grants the user the ability to finalise invoice disputes.
-* Update Disputed Amount on Raised Dispute
-* Finalise Dispute
+;Finalise Dispute - Leave invoice pending
-* Disputes Administrator
+Requires the user to have ''Finalise Dispute'' power. This power grants the user the ability to choose to create a pending invoice when the dispute is finalised.
 = See Also =

@@ Line 94: / Line 94: @@
 The following powers govern the restrictions around invoice disputes.
-; All Users
+These powers are situated under the '''Invoicing''' parent power.
-; General Dispute
+* View Dispute and Dispute History
-With this power, the user can:
+* Can raise a 'Cardline Dispute' type
-* raise a new general dispute on an invoice
+* Can raise 'General Dispute' type
+* Withdraw Disputes
-; Manage Dispute
+* Manage Raised Dispute
-With this power, users can:
+* Update Disputed Amount on Raised Dispute
-* edit disputes from the '''Finance > Accounts Receivable > Disputes''' page.
+* Finalise Dispute
-* update amount to be credited for a given cardline
+* Disputes Administrator
 = See Also =

@@ Line 136: / Line 136: @@
 * [[Disputes/Edit_Dispute|Updating a Dispute]]
 * [[Disputes/Withdraw_Dispute|Withdraw a dispute]]
-* [[Dispute/Finalise_Dispute|Finalise a Dispute]]
+* [[Disputes/Finalise_Dispute|Finalise a Dispute]]

← Older revision	Revision as of 02:34, 8 March 2017
(No difference)

@@ Line 8: / Line 8: @@
-Any disputed amounts will appear on the ''Invoice List'' page against the relevant invoice. The invoice will also appear in the Accounts Receivable, ''Disputed'' function (see Disputed Amounts on page 81). Disputes can be investigated with the customer and / or your upstream service provider and then resolved in one of two ways:
+Any disputed amounts will appear on the ''Invoice List'' page against the relevant invoice. The invoice will also appear in the Accounts Receivable, [[View_Disputes|''Disputed'']] function. Disputes can be investigated with the customer and / or your upstream service provider and then resolved in one of two ways:
 * Approve the dispute to raise a credit against the account for the disputed amount; or
 * Reject the dispute to retain the amount on the invoice with all other invoice charges.
-See [[AccountsReceivableDisputes|To Resolve a Dispute]] for details about approving and rejecting disputes on invoices.
+See [[View_Disputes|To Resolve a Dispute]] for details about approving and rejecting disputes on invoices.