Online Help Home > Work Queue for Collectors > Performing Collection Activity Tasks > About Submitting Disputes from Collection Activity > Adding Disputes for Invoices in Your Work Queue

Adding Disputes for Invoices in Your Work Queue

Procedure

To add disputes:

Access the collection activities. How?
If you are not in the 'All' or "Latest Action Item per Invoice" views, select either of these views from the Action Item View list, and click Search.

You cannot enter disputes when in the '"Distinct Action Items" view.

On the Collection Activity screen, select the check boxes in the rows for the invoices for which you want to enter a dispute.
The Disputes section of the screen displays a row for each invoice that you select.

You can select up to 20 invoices from multiple pages.

To enter the disputed amount, do one of the following:

Select the Copy To All link in the row for an invoice.
The Dispute Amount field fills in with the invoice amount due minus any outstanding promises or disputes.

Or,

Enter the amount the customer disputes in the Dispute Amount field.
eCredit validates that the disputed amount and promised amounts for the invoice are not greater than the amount due.

Note: The disputed amount must be greater than 0 unless the invoice is a negative amount (credit memo). If the invoice amount due is a negative amount, the disputed amount can be less than 0.

Enter dispute information for one of the invoices.
Do you want to copy the information you entered for one invoice to the other invoices you selected?

If ...

Then ...

continue adding dispute information for each invoice you selected.

yes

select the Copy To All link in the Go To column for the invoice for which you made entries.
The application copies information you entered for the invoice to the other invoices.

Note: You can change any of the copied information.

In the Status field, select one of the following:

Full Dispute Declared
Partial Dispute Declared

Select the Cause, Category, and Type for the dispute.
Are you assigned to a role that includes the capability to reassign disputes?

If yes, use the following table to determine your entry in the Resolver field:

If a notification ruleset for creating disputes	Then…
Is defined	To have the ruleset determine the resolver, leave the Resolver field blank To override the ruleset, enter the e-mail address for an internal contact in the Resolver field
Is not defined	To have the invoice owner assigned as the resolver, leave the Resolver field blank To assign a resolver other than the invoice owner, enter the e-mail address for an internal contact in the Resolver field

If no, you cannot make an entry in the Resolver field. The Resolver field fills in with one of the following:

If a notification ruleset for creating disputes	Then
Is defined	The ruleset determines the resolver and eCredit sends the resolver an e-mail notification.
Is not defined	The invoice owner is assigned as resolver and eCredit sends the invoice owner an e-mail notification.

To add a note to the dispute:

Click the Note icon.

The Add Note pop-up window appears.

Click in the pop-up window, type the note, and click Save.
When you add a note, it is automatically added to all action items for the invoice, and can be viewed on the Invoice Details screen and Dispute Details screen accessed from the Dispute Management module.

To copy this note to other selected invoices, in the Go To column, select Copy To All.

Click Save.
The Add link now appears in the Multiple Disputes Column.
Do you want to add another dispute for one of these invoices?

If no, you are done.

If yes,

In the Multiple Disputes column, click Add.
An additional row for adding dispute information for the invoice appears.
Repeat steps 4 to12.
Click Save.