Dispute Invoices

Step-by-step guide

1. Enable and configure Dispute Invoices

1. In the CMS, go to Settings → Feature Management → System.
   
   
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.

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 Content → Emails.
   
   
2. Search for the template: Disputed Invoice.
   
   

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

   Placeholders in Email Subjects

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

   Example:
   

   
   
   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 Dashboard → Account 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

Related help

• Page:
  Web Category and Product maintenance in PRONTO
• Page:
  Preferred Delivery Date
• Page:
  How Order Integration Works
• Page:
  Standing Orders Settings
• Page:
  Order Templates