Best practices: Define a dispute workflow

To ensure efficient and consistent handling of disputes, it is important to carefully plan your workflow before configuring it. Consider the following principles.

Workflow Strategy: Standard vs. Case-Specific

Before outlining the steps in your workflow, decide whether to use a universal workflow or several workflows tailored to specific dispute types.

Strategy Pros Cons
Single standard workflow Simpler to manage and implement. Easier for team members to learn and follow. Provides a consistent experience for all disputes. May not handle the nuances of complex dispute reasons. Could lead to inefficiencies in certain cases.
Several custom workflows Allows for tailored actions and communication based on the nature of the dispute. Can lead to faster resolution and improved account contact satisfaction. More complex to set up and maintain. Requires clear categorization of dispute reasons and more training for team members.

Defining the Workflow Steps

Once you have determined your workflow strategy, outline the steps involved in handling a dispute. Each step should be logical, sequential, and contribute to the overall resolution process. The suggested configuration is as follows:

1. Dispute Initiation

  • Buyer submits a dispute through email, Collections, or eInvoice Connect.
  • The assignee receives an email notification about the dispute.

2. Dispute Research and Validation

  • The assignee moves the dispute to this step and conducts research and validation themselves.
  • Alternatively, the assignee adds a delegate to the dispute and tasks them with research and validation.

3. Dispute Resolution

  • Based on the investigation findings, a decision is made regarding the dispute outcome (for example, valid or invalid) and the resolution is updated.
  • The requestor can receive an email notification about the resolution.

4. Notify Accounting

  • After the dispute is resolved, accounting is notified to adjust the invoice.

5. Case Closure

  • The dispute case is officially closed in the system.

See Case Workflow Configuration Guide for instructions on configuring this recommended workflow.

Related Articles

Need Help?

If you are unsure which workflow strategy is right for your organization, contact the Billtrust Support team for guidance on configuring a dispute workflow that matches your processes.