Disputes
When a customer disputes a bill, it is flagged, decided and written off properly
A disputed bill should not sit as unexplained outstanding. DFIE lets the collector flag it on the visit, puts it in front of Accounts and Admin with the exact figures, and turns the agreed amount into a write-off.
Flagged on the visit, with a reason and an amount
On a promise-to-pay visit the collector can pick the reason “Dispute flagged”. They must say what the dispute is and give the approximate amount, which cannot be more than what is outstanding on the bill.
Accounts decide, with a comment
Flagged disputes appear in Outstanding Disputes as a summary, with the invoice number and its bill date as separate fields. Details shows the exact figures. Accounts approve the amount, change it, or reject it, and must write a comment.
From dispute to write-off
An approved or modified amount goes to Admin under Write-offs, where a Disputes filter separates it from normal write-offs. Admin can also decide on the dispute directly, and then the amount is written off at once. Write-offs can be partial or full, and a rejected dispute changes nothing.
- Accounts and Admin are told, on their bell, how many disputes are waiting
- The approved amount reduces the bill and shows on the customer ledger
Disputed customers in light red
Every outstanding list, including the collector’s own, the Outstanding Collection screen, Follow-ups and the Customer Ledger, shows a customer with an open dispute in light red, until the dispute is settled.
Used by: Sales Executive, Delivery Executive, Accounts, Admin