Managing client disputes

Effective dispute management is essential to maintaining client relationships and limiting late payments. In Clearnox, you can flag a client or an invoice as disputed to track the issue, coordinate the actions of the various stakeholders and adapt collection actions until it is resolved.

Create a client dispute

It is recommended to flag a client as disputed when an ongoing dispute is likely to delay or prevent the payment of invoices.

From the client page, locate the Dispute field in the client information section, then click the pencil icon.

In the dispute creation window, you can: 

• select a dispute reason;
• add a comment to provide more context or specify the actions to be taken.

It is recommended to enter a dispute reason in the dedicated field, as the processing steps and actions to be taken may differ depending on the type of dispute.

Once you have saved your changes, the dispute is displayed on the client page with the reason and the date on which the dispute reason was added.

Edit or delete a client dispute

The information associated with a dispute can be updated at any time to reflect the progress of discussions with your client. When a dispute is resolved or no longer relevant, it can also be deleted.

From the client record, click the pencil icon next to the Dispute field. You can then edit the reason and comment, and save your changes.

To delete the dispute, click the Delete dispute button in the bottom-left corner of the window.

You can also edit or delete a dispute from the Monitor > Disputes page, using the available actions in the Actions column.

Do disputes affect reminders? 

No. Clients flagged as disputed remain included by default in individual and bulk reminders. They are therefore still taken into account when reminders are run, unless you choose to exclude them manually. 

However, disputed clients remain easy to identify if you need to exclude them from reminders.

• On the Take action by scenario page, disputed clients are identified by the D indicator. 

• On the Take action by criteria page, clients with a dispute are identified by a warning icon. 

Monitor your client disputes

Once your disputes have been created, you can find them and monitor their progress from the Monitor > Disputes page. For more information, see the article Monitor your client and invoice disputes.