Disputes/Finalise Dispute - Revision history

Scarpenter: /* The Credit Invoice */

2017-07-11T23:51:56Z

‎The Credit Invoice

Scarpenter: /* The Credit Invoice */

2017-07-11T23:51:22Z

‎The Credit Invoice

Scarpenter: /* The Credit Invoice */

2017-07-11T23:43:13Z

‎The Credit Invoice

Scarpenter: /* The Credit Invoice */

2017-07-11T23:42:23Z

‎The Credit Invoice

Scarpenter: /* Finalise Dispute */

2017-06-07T01:40:44Z

‎Finalise Dispute

Scarpenter: /* Dispute Review */

2017-06-06T05:10:48Z

‎Dispute Review

Scarpenter: Created page with "{{DISPLAYTITLE:Finalise a Dispute}} = Overview = This page covers how to resolve a dispute in Cumulus once it has been settled and the parties agree on the result. Ultimately..."

2017-05-17T05:06:02Z

Created page with "{{DISPLAYTITLE:Finalise a Dispute}} = Overview = This page covers how to resolve a dispute in Cumulus once it has been settled and the parties agree on the result. Ultimately..."

New page

{{DISPLAYTITLE:Finalise a Dispute}}
= Overview =
This page covers how to resolve a dispute in Cumulus once it has been settled and the parties agree on the result. Ultimately a dispute can be settled in one of the following ways:

* Customer withdraws the dispute or complaint.
* The service provider agrees to credit part or all of the charges on the invoice back to the customer.
* The service provider does not agree to credit back anything related to the invoice.

Once the outcome is known, the dispute can be finalised in the system. Before finalising a dispute we strongly recommend reviewing all settings to ensure they are accurate. Finalised disputes can not be edited once they are closed.

Users can access a dispute via following pathways:

1. The Disputes page.
Shows all disputes that have occurred across your entire customer base. This page can be found under:

Nav: '''Finance > Accounts Receivable > Disputes

[[file:Disputes-main.png|1200px|]]

2. The Invoice List.

Nav: '''Finance > Invoice List'''

There are several activity icons on the left-hand side of the list. Click on the ''Disputes'' icon circled as circled. Rolling over the each icon will display a tool tip to guide the user in these icons.

[[file:invoice-list-actions.png|Invoice List Actions]]

3. The Customer.

Nav: '''Customer > Invoices'''

Click on the '''Disputes''' activity icon.

= Dispute Review =
Before a dispute is finalised, the dispute should be carefully checked to ensure all fields are complete and accurate. Click the '''Edit Dispute''' button to put the page into edit mode.

* Disputed amounts are correct for all cardlines
* Credit amounts are correct for all cardlines
* Cardline statuses are either ''Approved'' or ''Declined''
* Status is ''Approved'' in all cardlines
* General dispute amount is correct
* General dispute credit amount is correct
* General dispute status is either ''Approved'' or ''Declined''
* Paper Invoice Fee is waived (if applicable)

Once the page refreshes in EDIT mode, you can prepare to finalise the dispute.

== Finalise a Dispute ==
[[file:Finalise-dispute.png]]

Select a ''Finalisation Method''. Users can choose between:
* creating an immediate invoice
* place cardlines onto the next invoice. Cardlines will be generated immediately and can be seen under the '''Customer > Pending Cardlines''' screen.
If the user selects the ''Next Invoice'' option, they do not need to complete the Invoice Method.

Select the appropriate invoice method from the list.
* The '''Auto Approve''' option will will create an invoice and approve it immediately.
* The '''Leave Pending''' option will create an invoice in a ''Pending'' status.

When you are happy with your settings, press the '''Finalise Dispute''' button.

Confirm the change when prompted.

Upon finalising a dispute the system will:

* Create credit cardlines for the approved credit amount for each cardline
* Create a credit cardline for the approved credit amount in the ''General Dispute'' section.
* Update the status of the dispute to '''Finalised'''.

=See Also =
* [[Disputes|Disputes Main Page]]
* [[Disputes/New_Dispute|Raise a new dispute]]
* [[Disputes/Edit_Dispute|Updating a Dispute]]
* [[Disputes/Withdraw_Dispute|Withdraw a dispute]]
* [[Invoicing|Invoicing]]

@@ Line 87: / Line 87: @@
 Below is an illustrated example of this.
-[[file:Finalising-dispute-with-pending-invoice.png|1500px|]]
+[[file:Finalising-dispute-with-pending-invoice.png|1700px|]]
 =See Also =

@@ Line 78: / Line 78: @@
 * Ledger Date
-If there is already a pending invoice at the time a dispute was finalised, and the user has chosen to create a new invoice (and approve it) the new invoice will be created and:
+If there is already a pending invoice at the time a dispute was finalised and the user has chosen to create a new invoice (and auto-approve it) the system will:
-a new account invoice period will be created.
+Below is an illustrated example of this.
 [[file:Finalising-dispute-with-pending-invoice.png|1500px|]]

@@ Line 87: / Line 87: @@
 Below is an example of this.
-[[file:Finaling-dispute-with-pending-invoice.png|1500px|]]
+[[file:Finalising-dispute-with-pending-invoice.png|1500px|]]
 =See Also =

@@ Line 77: / Line 77: @@
 * Original Due Date
 * Ledger Date
 =See Also =

@@ Line 54: / Line 54: @@
 If the user selects the ''Next Invoice'' option, they do not need to complete the Invoice Method.
-Select the appropriate invoice method from the list.
+If an immediate invoice is requested, the user will need to select one of the following options
-* The '''Auto Approve''' option will will create an invoice and approve it immediately.
+* The '''Auto Approve''' option will will create an invoice and approve it immediately. The new invoice will be created even if there is a pending invoice already in the system waiting to be approved.
-* The '''Leave Pending''' option will create an invoice in a ''Pending'' status.
+* The '''Leave Pending''' option will create an invoice in a ''Pending'' status. Only be one pending invoice will be displayed to the user at any time. Approve the existing pending invoice to display the new pending invoice resulting from the finalisation of the dispute.
 When you are happy with your settings, press the '''Finalise Dispute''' button.

@@ Line 32: / Line 32: @@
 Click on the '''Disputes''' activity icon.
-= Dispute Review =
+= Review Dispute =
 Before a dispute is finalised, the dispute should be carefully checked to ensure all fields are complete and accurate. Click the '''Edit Dispute''' button to put the page into edit mode.
@@ Line 46: / Line 46: @@
 Once the page refreshes in EDIT mode, you can prepare to finalise the dispute.
-== Finalise a Dispute ==
+= Finalise Dispute =
 [[file:Finalise-dispute.png]]
@@ Line 67: / Line 67: @@
 * Create a credit cardline for the approved credit amount in the ''General Dispute'' section.
 * Update the status of the dispute to '''Finalised'''.
 =See Also =