Create custom fields in Cases
Custom fields allow you to capture additional dispute-specific data points not available in the standard Cases fields — for example, RMA numbers, promised delivery dates, or escalation tier categories. Custom fields appear in the dispute details pane and can be added to dynamic reports.
Available Field Types
| Field Type | Description |
|---|---|
| Text | Free-form single-line text - use for identifiers such as RMA numbers, carrier tracking codes, external ticket IDs, or case reference notes |
| Number | Whole numbers or decimal values - use for quantities, partial dispute units, or metric values |
| Date | Calendar date picker - use for milestone dates such as promised delivery dates, re-inspection dates, or SLA target dates |
| Dropdown | A selectable picklist with fixed choices you define - use for standardising categorisation, root cause analysis, or escalation tier selection |
| Checkbox | A true/false toggle - use for flags and confirmations such as Requires Credit Memo, Physical Return Received, or Manager Approval Required |
Steps
- In Collections, select Settings.
- Select Cases custom fields from the left menu.
- Select Add new custom field.
- Enter a name for the field.
- Select a field type from the dropdown - see Available Field Types above for descriptions of each option.
- (Optional) Select the checkbox to add this field to dynamic reports. See Add Custom Fields to Reports for instructions on enabling custom fields in report data.
- Select Save.
The custom field now appears in the dispute details pane for dispute owners, assignees, and delegates to complete.
Related Articles
- Configure the Case Table
- Add Custom Fields to Reports
- Cases Overview
- Create and Manage Dispute Cases
- Create Case Reports
Need Help?
If a custom field is not appearing in the dispute details pane after saving, confirm that the field was saved successfully in Cases custom fields. Contact the Billtrust Support team for further assistance.