Background
Disputes are designed to allow the tracking of short paid invoices/invoices in dispute by the customer with the relevant team, while using the exiting credits application.
Steps to Take
- In credits enter the invoice number in the retrieve invoice box;
For more information on retrieving an invoice See the steps on locating Invoices
2. Click the ‘New Back Charge’ button.
3. The option to tick the dispute box is shown on the details section of the screen.
4. In the back charge amount textbox, nominate the dollar value (without GST) that is being disputed/ has been short paid by the customer.
5. Enter any internal notes regarding the customers short payment under the notes tab within the details section.
6. Add attachments such as email correspondence, etc to the attachments tab in the details section if necessary.
For more information on the Attachments Tab, see the article Introduction to the Credits Interface under Attachments.
7. Press the Save button to save all changes made to the credit.
8. Once the dispute details, notes and attachments have been added. Assign the dispute to the relevant team member to review.
9. Press the Save button to automatically send an email to the team member selected.
10. The team member will then review/investigate if the customers claims are correct and in turn will raise a back charge.
For more information on Back Charges see the article Creating a Back Charge
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