Resolve a Collection Dispute

Resolve a collection dispute only after the record supports the decision. The resolution can change the invoice balance, restore collections, or write the invoice off.

1. Triage the Dispute

Open Collections → Disputes and select the open record. Confirm:

• the linked invoice and disputed amount
• the client's stated reason and description
• the response and resolution SLA state
• the current assignee
• recent invoice and message activity

Select Mark under review when you start the investigation.

2. Assign the Decision

Use Assign to name the owner accountable for the next action. Use Escalate when another teammate must make or review the decision.

An escalation must change ownership or authority. It does not only add urgency without a responsible person.

3. Gather Evidence

Use Add evidence to record a clear label and reference. Useful evidence can include:

• signed approval or scope
• delivery or service records
• invoice calculation details
• duplicate-invoice comparison
• authorization evidence
• client correspondence

Keep sensitive material in the correct source system. Reference it from the dispute when you cannot attach it directly.

4. Choose the Resolution

Select Resolve, then choose:

• Credit issued to apply a specific credit
• Amount adjusted to reduce the invoice by a specific amount
• Dismissed when the invoice must stay unchanged
• Written off when you must close the invoice as uncollectible

Credit and adjustment need a resolved amount. Add a note that explains the decision and points to the decisive evidence.

5. Confirm the Result

After resolution, check:

• the dispute shows Resolved
• the invoice no longer shows the active dispute flag
• the credit or adjustment changed the balance correctly, when applicable
• a dismissed dispute restored the prior collection stage
• a written-off invoice closes, and Conduitt cancels its active follow-up sequences

If the invoice returns to collections, check its owner and next action before you leave the record.

Related Pages

• Collections Disputes
• Working the Invoice Inbox
• Collections Policy and Workflow
• Run a Collections Review