Create Dispute Cases

In Collections, creating a dispute changes a document’s status to Dispute and automatically generates a corresponding case in the Cases module. You can create dispute cases in three ways:

Method Who Triggers It How
Manual status update Collector Manually changes a document’s status to Dispute from the account record
Dispute from reminder Buyer Clicks the dispute button embedded in a dunning email
Status allocation Automated rule The Document Status Assigner moves documents to Dispute based on pre-configured criteria

Create a Dispute from an Account Record

  1. Go to the relevant account record.
  2. Scroll down to Overview outstanding documents.
  3. Select one or more invoices from the Dispute or Payment Promise tables.
  4. Select Dispute.
  5. Select a dispute category.
  6. Select a reason for the dispute.
  7. Select the responsible department.
  8. Select an assignee.
  9. Enter a description of the transaction.
  10. Attach supporting documentation if available.
  11. (Optional) Select Send email to notify the account contact.
  12. Select Confirm.

The document status changes to Dispute and a case is created automatically in the Cases module.

Add a Dispute Button to Reminders

When creating reminder templates, use the replaceable tag dispute-button to insert a dispute call-to-action in the reminder.

When buyers open the reminder, they see Dispute the invoices. Selecting this button allows buyers to:

  • Choose which documents they want to dispute
  • Share their reasons for disputing
  • Change the amount they are disputing

A case is created automatically in the Cases module when the buyer submits the dispute.

Use Status Allocation

The Document Status Assigner automatically moves documents to Dispute status based on pre-configured rules - for example, when a custom field or ERP import flag indicates a dispute condition.

To configure automated dispute assignment:

  1. Go to Settings → Document Status Assigner.
  2. Define conditions based on document properties or custom fields.
  3. Save the configuration.

When the assigner job runs (for example, during the nightly batch), any qualifying documents are automatically moved to Dispute status and assigned the pre-configured dispute reason code. A case is created automatically in the Cases module without requiring collector intervention.

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Need Help?

If a dispute case is not appearing in the Cases module after changing a document’s status, confirm that the document status change was confirmed successfully. Contact the Billtrust Support team for further assistance.