If a customer disputes an invoice, first find out exactly which part is challenged and why. It may be the goods, the service, the amount or only part of the balance.
Collect the records that support the balance: the invoice, your contract or terms, the order or purchase order, delivery or service records, relevant correspondence, and any credits or refunds already given.
If only part of the invoice is disputed, identify the disputed amount separately so the undisputed balance is clear.
When an account with us is disputed, we record the dispute, ask for the details and review the evidence with you before agreeing whether the account continues, is adjusted or closes.
A dispute may be resolved in full, resolved in part or found to be valid. We cannot decide a legal dispute; some disputes need legal review.
