Process: Payment Practice Dispute Resolution

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This article outlines the standard process for handling payment disputes in the ERP system.

Overview

The dispute resolution process includes:

• Recording disputes.
• Investigation procedures.
• Resolution tracking.
• Performance reporting.

Dispute registration

Record dispute

1. Choose the icon, enter Payment Disputes, and then choose the related link.

2. Create dispute record:

   Dispute ID: [Auto]
   Invoice No.: [Reference]
   Dispute Type: [Category]
   Priority: [Level]
   

3. Document details:

   • Issue description
   • Supporting evidence
   • Contact information

Categorization

1. Dispute types:

   Category	Description	Target Resolution
   Price	Pricing issues	2-5 days
   Quantity	Delivery disputes	3-7 days
   Quality	Product issues	5-14 days
   Contract	Term disagreements	7-21 days

2. Priority levels:

   • Critical (24 hours)
   • High (48 hours)
   • Medium (5 days)
   • Low (10 days)

Investigation process

Data collection

1. Gather information:

   • Invoice details
   • Delivery records
   • Communication history
   • Supporting documents

2. Contact parties:

   • Internal stakeholders
   • Supplier/customer
   • Third parties

Analysis steps

1. Review documentation:

   • Verify claims
   • Check evidence
   • Validate amounts

2. Assess impact:

   • Financial effect
   • Relationship impact
   • Process implications

Resolution process

Resolution steps

1. Document decisions:

   • Resolution type
   • Action items
   • Required approvals

2. Implement solution:

   • Process adjustments
   • Payment corrections
   • Communication

Follow-up

1. Monitor implementation:

   • Action completion
   • Payment processing
   • Documentation update

2. Review effectiveness:

   • Resolution success
   • Time to resolve
   • Satisfaction level

Performance tracking

Metrics

1. Track KPIs:

   • Resolution time
   • First-time resolution
   • Customer satisfaction

2. Report statistics:

   • Dispute volume
   • Resolution rates
   • Cost impact

Best practices

Process guidelines

1. Communication:

   • Regular updates
   • Clear documentation
   • Professional tone

2. Documentation:

   • Complete records
   • Clear decisions
   • Audit trail

Prevention measures

1. Common causes:

   • Process gaps
   • Communication issues
   • System errors

2. Preventive actions:

   • Process improvement
   • Training needs
   • System updates

Related information

Handle Disputed Invoices
Process Payment Analysis
Process Late Payment Monitoring
PayTrack 365 Overview