Collections Disputes
Pause collection activity, track review ownership and SLA state, gather evidence, and apply a documented resolution.
A collection dispute records why a client challenges an overdue invoice. It pauses normal collections while the team examines the invoice. The dispute keeps its reason, owner, evidence, SLA state, resolution, and invoice history together.
Open a Dispute
Open Collections → Disputes, then select New dispute. Choose an overdue invoice, a reason, and an optional description.
Available reasons include:
- incorrect amount
- duplicate invoice
- service not received
- quality issue
- unauthorized charge
- other
When you open the dispute, Conduitt moves the invoice into the Dispute collection stage. The invoice also pauses its normal collection path. Use the description to record the client's actual claim, not an internal conclusion.
Triage the Queue
The page summarizes open and under-review volume, SLA breaches, resolved volume, average resolution time, and total disputed value. The table adds reason, assignee, opened date, and urgency badges.
Use Mark under review when active investigation begins. Assign the dispute to the person accountable for the next decision, or escalate it to a teammate when another owner must examine it.
Build the Record
Select a dispute to read its details and activity. While it is open or under review, you can:
- assign an owner
- escalate to another teammate
- add evidence with a label and reference
- record an internal note
- resolve the dispute
Evidence references must point to permanent material. Examples are a delivery record, a signed approval, a billing calculation, or client correspondence.
Resolution Options
| Resolution | Effect |
|---|---|
| Credit issued | Applies the entered credit amount and restores the prior collection path. |
| Amount adjusted | Reduces the invoice by the entered amount and restores the prior collection path. |
| Dismissed | Closes the dispute without a financial adjustment and restores the prior collection path. |
| Written off | Writes off the invoice, closes it, and cancels active follow-up sequences. |
Credit and adjustment resolutions need an amount. Add a resolution note when the evidence alone does not make the decision obvious.
When you resolve the dispute, Conduitt clears the active dispute flag on the invoice. Normal collections resume from the restored stage, unless the resolution writes the invoice off.