Revision as of 15:10, 6 June 2017

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

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.

3. The Customer.

Nav: Customer > Invoices

Click on the Disputes activity icon.

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.

• 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 Dispute

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.

The Credit Invoice

Once a dispute is finalised, and assuming there are amounts to credit back to the customer, a credit invoice will be created.

In the case of credit invoices, the following dates are set to the date the dispute was finalised.

• Approval Date
• Due Date
• Original Due Date
• Ledger Date

See Also

• Disputes Main Page
• Raise a new dispute
• Updating a Dispute
• Withdraw a dispute
• Invoicing