Create a Dispute

You can create a dispute based on various sections of the customer's transaction.

Remember that you can only submit only one dispute at a time. For example, if you want to dispute tax and shipping on the same transaction; the tax will be one dispute and shipping a different dispute.

Here are the steps to create a dispute in Collections:

1. Click the collections icon from the landing page.

2. Search for the required customer account. Click the customer icon.

3. Click the transaction tab to display the delinquent or past due transactions of this customer.

4. Select the transaction to be disputed.

   Note: In the details section, click details, activity and lines tabs one by one to review the details of transaction.

5. Click the Dispute button.

6. In the manage disputes selected transaction section, select the dispute section and dispute reason from the drop-down list.

7. In the dispute detail section, enter the dispute quantity and amount.

   Note: The dispute amount and quantity can’t be greater than the current amount or quantity. If you don't enter the dispute quantity and dispute amount, by default the entire invoice quantity and current amount is disputed.

8. You also have an option to upload any attachments and enter customer comments.

9. After all the required details are entered, click submit.

A confirmation message with the dispute number is displayed to confirm the submission.

A designated user then reviews the submitted dispute request. If the dispute is approved, the appropriate credit memo is created automatically.