Invoice Disputes

When a customer questions part of an invoice, record a dispute on it: how much is in question and why. While the dispute is open, AxiomBlue stops chasing and automatically charging that invoice. When you settle it, you either leave the invoice as it is or take an agreed amount off.

Raise a dispute

You can dispute an invoice once it has been issued and while money is still owed on it.

1. Open the invoice, click Options and choose Raise a dispute.
2. In Amount in dispute, enter how much the customer is questioning. The form shows how much can still be disputed.
3. In What the customer is questioning, write down what they told you.
4. Click Raise dispute.

The invoice shows Disputed beside its status, and a Disputes card on the invoice lists each dispute with who raised it and when. You can raise more than one dispute on an invoice. Together they cannot exceed what is still owed.

What a dispute pauses

While any dispute on an invoice is open:

• No overdue chasing. The invoice is not marked overdue when its due date passes, so the overdue reminder automation does not send anything.
• No automatic charge. If the invoice is billed automatically for a job series, it is not charged, and the customer's portal does not say a charge is coming.

The customer can still pay the invoice themselves, and you can still record a payment.

Resolve a dispute

1. On the invoice's Disputes card, click Resolve next to the dispute.
2. In Amount to take off, enter what you agreed to take off, up to the amount in dispute. Enter 0 if the charge stands.
3. In How it was resolved, record what you agreed.
4. Click Resolve dispute.

If you take an amount off, AxiomBlue creates a credit note for it, with a reason of dispute resolution, and applies it to the invoice. What the customer owes drops straight away. The credit is split into GST the same way as the invoice. The Disputes card links to the credit note.

If you enter 0, the dispute closes and the invoice is owed in full.

After it is resolved

Once no dispute is open, the invoice goes back to normal. An invoice resolved with nothing off is marked overdue on the next daily check if it is past due, and the overdue reminder picks it up. Automatic billing charges it on its next run.

An invoice with an amount taken off shows as Partial until the rest is paid. The overdue reminder does not chase invoices marked Partial, so follow up on the balance yourself.

Find disputed invoices

In Accounts Receivable, click Filters and tick Disputed only to list the invoices with a dispute open.