Record a Dispute when a Customer says an Invoice or Receivable Account is incorrect. An open Dispute holds collection on the Invoice or account it applies to.
Choose the affected scope
Use an Invoice Dispute when the Customer challenges one Invoice. Use a Receivable Account Dispute when the issue applies to the account as a whole.
For example, a disputed charge on one Invoice does not necessarily mean every Invoice for that Customer is disputed. Select the target that matches the Customer's claim.
You need collection write access in the Customer's Business Unit to record the Dispute.
Record the Dispute
- Open Receivable accounts and select the Customer.
- Open Account actions → Record Dispute.
- Under Apply to invoice (optional), choose the affected Invoice. Leave Receivable Account selected for an account-level Dispute.
- Enter the Reason. Describe what the Customer says is incorrect and which charge, amount, or record needs review.
- Select Record Dispute.
- Open the Disputes tab and check the saved target, state, and reason.
Keep the reason specific enough for another team member to understand the issue. For example: “Customer says the delivery charge on Invoice INV-104 was billed twice.”
What the hold changes
The Dispute tells Revyo that the selected position is under review. It does not delete the Invoice, mark it paid, or correct records in the Ledger. A disputed Invoice can still be an Active Invoice.
Before further collection work, review the Dispute and its scope. An Invoice-level hold and a whole-account hold affect different positions.
If the Dispute needs correction or resolution
The account page lets you record and review Disputes. If you need to correct a recorded Dispute or end its hold and no resolution control is available, contact support. Include the Customer, Invoice number if applicable, and the reason recorded in Revyo.
Do not record a Promise merely to replace the Dispute. A commitment to pay and a claim that a balance is incorrect are different facts.