Difference between revisions of "Disputes"
(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 …') |
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| − | 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 | + | 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 | * 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. | * Reject the dispute to retain the amount on the invoice with all other invoice charges. | ||
| − | See [[ | + | See [[View_Disputes|To Resolve a Dispute]] for details about approving and rejecting disputes on invoices. |
Revision as of 09:05, 11 July 2012
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. 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 To Resolve a Dispute for details about approving and rejecting disputes on invoices.
To Raise Dispute
- On the 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.
