Overview
This article contains the list of the dispute reasons that are available to all service providers when raising or editing a dispute.
Service providers can request Emersion add customised dispute reasons that will appear in addition to the list of dispute reasons here. Any custom dispute reasons are limited to appearing in your service provider instance of Emersion.
No matter what type of invoice disputes your business is dealing with, it’s critical to put an effective accounts receivable dispute resolution process in place to address issues quickly, before disputed invoices turn into bad debt. Here are the most common types of invoice disputes you may encounter.
| Name | Description |
|---|---|
General Dispute | For all other kinds of disputes not listed below |
Incorrect Billing Dispute | The calculation or Quantity of the charges may be incorrect. |
Usage Calculation Dispute | A customer may contest an invoice when there they disagree with how the usage was charged. |
Pricing or Rate Dispute | Service providers can also protect against disputes over pricing at invoice time by keeping a customer updated on billable hours as work progresses. But if a pricing dispute does occur, breaking a project down into different components to explain costs can help the customer better understand charges. |
Unsatisfactory Work Dispute | A customer may contest an invoice when a service is not delivered as expected. Establishing a communication channel for customers to provide feedback can help resolve complaints before it’s time for an invoice. |
Late Delivery Dispute | If a business has included late-delivery stipulations in its contract, it can legally insist on full payment if it delivers a product or service after the expected date. However, depending on the circumstances, a company may choose to offer a discount or refund to maintain a customer relationship. |
Administrative Error | If a customer reports an error in an invoice, reviewing the document together line by line can be helpful for both parties. If your company relies on manual invoicing processes, there may be a mistake that’s easily resolved. Conversely, the invoice may be accurate, and reviewing it with the customer can clear up the issue. |
Double Billing Dispute | Invoice disputes that arise when a customer is billed twice for a product or service. |
Unclear Terms Dispute | Customers may also claim that they were unaware of certain costs or conditions and refuse or delay payment. Many service providers review charges carefully throughout project negotiation and receive contract sign-off to avoid this issue during invoicing. |
Product or Service Dispute | If a product is not up to par, a customer may delay or refuse payment. For high-cost items, some companies build check-ins into their post-delivery process to ensure goods were received and the customer is satisfied with the purchase. |