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Add the facility for your customers on account to dispute outstanding invoices.

MultiExcerptNameFeature Overview

Add the facility for your account customers to dispute outstanding invoices.

MultiExcerptNameFeature Title

Dispute Outstanding Invoices


The Dispute Invoices feature allows Users to query outstanding invoices in their Customer account. When a dispute is lodged, the invoice will be flagged as 'being in dispute'. This provides an easy trackable way for your Customer Users to raise an issue against an unpaid invoice .  

A lodged dispute is entirely managed by Customer Users. They can update the dispute details, or set it to 'resolved' when appropriate. Lodging a dispute or updating its status will trigger notification emails to be sent to a nominated team member for actioning.   


On this page:

Table of Contents

Step-by-step guide

1. Enable and configure Dispute Invoices

  1. In the CMS, go to SettingsFeature ManagementSystem.

  2. Click Configure. (NOTE - The Dispute Invoices toggle must be enabled for the Configure button to display. If the feature is not enabled, please contact Commerce Vision.)
  3. In the Dispute Invoices Feature Settings screen, either toggle ON the global setting for Allow Disputed Invoices or use the Overrides feature to restrict this function to specific Customers, Roles or Users.   

  4. In Disputed Invoices Email Address, enter the email address of the team member nominated to receive alerts when a User lodges, updates or resolves a dispute. The Overrides feature can be used if you want different email addresses to be set against specific Customers, Users or Roles. 

  5. Click the Edit Dispute Reasons button to add or edit the list of dispute reasons a User can select from. 

  6. To add a reason, click the Add New Dispute Invoice Reason button.

  7. If this reason is to be available to Users immediately after it is saved, make sure the Is Active toggle is ON. To turn off the reason temporarily, toggle it OFF. NOTE - At least one reason must be available for Users to select when they lodge a dispute.

  8. Enter a Code for the reason. This code is not displayed to the User.

  9. Enter a Description of the reason. This description is displayed to the User as a selectable reason.

  10. Click Save.  

  11. If required, add more reasons by performing Steps 6-10 for each one. TIP - Reasons can only be deleted if not used for a current disputed invoice. 

The Dispute Invoices feature is now active on your site!

2. Edit Disputed Invoices Email template (optional)

Notification emails are sent to the Disputed Invoices Email Address for the following dispute events:

  • new dispute - when the User first lodges the dispute
  • updated dispute - when the User edits the dispute details
  • resolved dispute - when the User marks the dispute as closed.

New DisputeUpdated DisputeResolved Dispute

Email content is contained in the Disputed Invoice email template. You can edit some of the default content in the Disputed Invoice Email Widget. Note that the following is automatically included in disputed invoice emails:

  • Date / time
  • User ID
  • User Name
  • Customer Code
  • Invoice Number
  • Dispute Reason
  • Dispute Text
  • Dispute Status

To edit the widget:

  1. In CMS, go to ContentEmails.

  2. Search for the template: Disputed Invoice.

  3. Find the Disputed Invoice Email Widget and edit it as required. 

    titlePlaceholders in Email Subjects

    Placeholders added in the email Subject line will populate with the following: {0} - Customer Code; {1} - Invoice Number. 


    New Dispute Email Subject: Content for the New Dispute email's Subject. 
    Updated Dispute Email Subject: Content for the Updated Dispute email's Subject
    Resolved Dispute Email Subject: Content for the Resolved Dispute email's Subject
    New Dispute Email Text: First line(s) of the New Dispute email
    Updated Dispute Email Text: First line(s) of the Updated Dispute email 
    Resolved Dispute Email Text: First line(s) of the Resolved Dispute email


User experience

A User can access the Dispute Invoice feature via Dashboard → Account Enquiry.

  1. The Customer User logins to your website and selects DashboardAccount Enquiry.

  2. In the Account Statement Enquiry screen, for Enquiry Type, select 'Outstanding Invoices'.  
  3. Click Display. Any outstanding invoices are displayed. 

  4. Click the Dispute Invoice button displayed in the 'Type' column of each invoice.    

  5. In the Dispute Invoice popup, the User selects a Reason for the dispute, enters a note about the claim if needed, then clicks Save

  6. The invoice now has a red star tooltip next to the Invoice Number column and an Edit Dispute button is displayed. 
  7. By clicking Edit Dispute, the User can return to the 'Dispute Invoice' popup to edit the dispute or Set to Resolved to end it. 

  8. When a dispute is resolved, the star tooltip turns green and the Edit Dispute button returns to the pre-dispute status: 'Dispute Invoice'. (NOTE - if the User adds an additional dispute, it will be recorded as an update of the original dispute and an updated dispute email is sent). 


Additional Information

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Minimum Version Requirements

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Multiexcerpt include
PageWithExcerptLTS 2021 actual min. versions


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Self Configurable

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Business Function

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BPD Only?

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Third Party Costs

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Related help

Content by Label
cqllabel in ("invoice","pronto","reprint","accounts","treuforms","orders") and type = "page" and space = "KB"
labelsinvoice reprint orders treuforms pronto accounts