iLab Help > Core Admin > Billing & Invoicies
 

How do i resolve billing disputes?

STEP 1: Access the invoice.

STEP 2: Click on the orange flag.

A pop-up window will display with the original dispute details as well as options for addressing the dispute. (Figure 1)

Figure 1: Dispute info

STEP 3: Select the appropriate resolution.

Select an appropriate resolution option and click Resolve dispute. (Figure 1)

Once a dispute has been successfully resolved, the orange flag will turn to green and will note in the hover that the charge under dispute has been resolved. (Figure 2)

Figure 2: Green flag indicates dispute has been resolved.

STEP 4: Send an email notification.

Select the envelope icon at the top of the invoice. 

Choose Dispute Resolution email from the Type drop-down menu. Select who you would like to send the email to and add any personalized messages within the Message box. (Figure 3)

Figure 3: Select email parameters.

STEP 5: Identify and track disputed invoices.

From Billing Events - Invoices, you can view all invoices. An orange flag indicates an invoice is disputed, while a green flag indicates the dispute has been resolved. (Figure 4)

Figure 4: Identifying disputed invoices.


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