Estimated reading time: 4 minutes
In iController, automatic dispute management is built into the platform by default and is part of a broader workflow within debtor and credit management. This article gives an insight into the handling of disputes in iController.
Who can report disputes?
In iController it’s not only users like credit controllers who can register a dispute; so too can the customers themselves.
As a company you can provide a button on the reminder that allows the customer to dispute one or more invoices in the reminder when it receives a payment reminder or a payment demand. The credit controller also has the option of selecting one or more outstanding invoices to dispute.
In both cases, a thorough registration of the dispute is part of the process. In this phase, we try to obtain all the necessary information about the dispute, both internal and external to the customer. We describe very precisely the reason and the cause of the dispute. This can be done very easily in iController via notes linked to the customer.
Communication about the dispute
Communication about the dispute is crucially important. Both internally to the employees – so that everyone is on the same page and a dispute does not get stuck somewhere – and externally to the customer.
In iController disputes are therefore automatically registered in a follow-up list on the credit controller’s worksheet with the name “To be accepted disputes”.
There are then two options for the credit controller: accept or decline the dispute. In the latter case an e-mail can be sent to the customer stating the reason for the rejection. In the case of a valid dispute the credit controller can, for example, adjust the invoice and send a credit note.
After processing, all disputes then move to a new tracking list “Pending disputes”.
As soon as we accept a dispute in iController, a separate workflow starts running around this dispute. As a company, you can fully adapt this dispute workflow* to your own needs.
On the customer sheet – a separate page for each customer with outstanding invoices – we see this dispute workflow visually in the timeline, next to the regular procedure workflow.
What does such a dispute workflow look like for our customers? Most customers set it up so that emails are sent to internal departments such as customer service or the account manager. When these emails are answered, they are also automatically linked to the correct customer and the dispute in question.
If escalation is necessary, all data in the company’s ERP system about the dispute can be retrieved and processed in real time via the iController API.
Anyway, within the dispute workflow you as a company have the option to define different steps, depending on the applicable procedures or processes in the company.
During the handling of disputes the credit controller has several options available in iController: quickly resend invoices, keep notes on the dispute, or communicate internally about each case. All the actions related to the disputed invoice and customer are always registered on the customer sheet and with the relevant invoice.
It is perfectly possible to generate extensive reports afterwards. In iController several dispute codes can be created, so that similar disputes appear in lists or reports within the platform. Examples of dispute codes are a code for damaged goods, a code for credit notes, a code for an incorrect price or a code for a wrong product. Users have complete freedom in determining these codes.
Everything in one place
The goal is always the same: iController takes care of all coordination around a dispute, without the need for anyone other than the debtor management team to be in iController. All communication, internal and external, is registered. And afterwards, reports can be drawn up so that business processes can be critically examined.
* From summer 2022 – currently under development