Placing an Item In Dispute
If your customer disagrees about the outstanding balance for an item, you can mark that item or a specific amount due as 'in dispute.' You can also choose whether to calculate finance charges on disputed items when printing your statements. See: Calculating Finance Charges When Printing Statements.
You can place items in dispute from either the Customer Calls or the Installments window.
To place an item in dispute:
1. Navigate to the Customer Calls window.
4. Select the transaction, then choose Actions.
5. Enter a dispute Action, then enter the Amount in dispute.
Alternate method:
1. Navigate to the Transactions Summary window.
2. Query the transaction to place in dispute.
3. Select the transaction, then choose Installments.
4. Enter the Dispute Amount and Dispute Date.
To mark an item as no longer in dispute:
1. Navigate to the Account Details window.
2. Query the transaction by entering selection criteria in the Find window, then choose Find.
3. Select the transaction in dispute, then change the Dispute Amount to 0 (zero).
4. Change the Dispute Date to today's date.
Alternate method:
1. Navigate to the Customer Calls window.
2. Query the call, then choose Topics.
3. Select the transaction, then choose Actions.
4. Create a new row, enter a collection Action of 'Partial Dispute,' then enter an Amount of zero.
Viewing Items in Dispute
Receivables lets you view disputed items in the Dispute window. The Dispute window displays the date an item was placed in dispute, the amount in dispute, and the person who placed the item in dispute.
You can also review items in dispute by creating the Disputed Invoice Report. See: Disputed Invoice Report.
Prerequisites
To view a customer's items and amounts that are in dispute:
1. Navigate to the Customer Accounts window.
2. Enter selection criteria. For example, enter a Collector, account Status, or the low and high values of outstanding Balances, Open Credits, Credit Limits, or Amounts Past Due to view only those accounts. Leave a field blank if you do not want to limit your query to accounts matching that criteria.
4. Select the account to view, then choose Account Details. Receivables displays values in the Dispute Amount and Dispute Date fields for items that are currently or were previously in dispute.
5. Select the transaction to view, then choose Dispute History. If this item does not have an 'End' date, it is still in dispute; otherwise, Receivables displays another record indicating the date that the item's 'in dispute' status was changed and the person who changed it.
Alternate method:
1. Navigate to the Account Details window.
2. To limit your query, enter selection criteria. For example, enter an account Number, the Bill-To Customer Name, transaction Class, Status, or low and high values of Balances Due to select only those transactions. Leave a field blank if you do not want to limit your query to transactions matching that criteria.
4. Select the transaction to view, then choose Dispute History.
See Also
Reviewing Customer Accounts
Customer Correspondence
Reviewing Collector Actions
Credit Holds
Customer Calls
Disputed Invoice Report
Review customer accounts