Dispute invoice cases via calls

  • Release version: Australia
  • Updated March 2, 2026
  • 1 minute to read

    • Use the AI voice agents to create and manage cases for invoice-related issues such as disputing order quantity with voice calls.

    Before you begin

    Role required: sn_customerservice.customer

    Procedure

    1. Call the customer support number of the B2B seller.
    2. When connected to the Voice AI agent, state your intent to dispute an invoice.
      For example, say I want to dispute an invoice or I have an issue with the quantity in my invoice.
    3. Provide the invoice number associated with the issue when the agent asks for it.
    4. State the dispute reason when prompted.
      For example, say The quantity on the invoice is higher than what we received.
    5. Confirm the invoice line or lines affected by the dispute.
    6. Review the dispute summary read back by the agent and confirm that the details are correct.
      For example, say Yes, that's correct to confirm.

    Result

    The AI voice agent then creates an invoice case corresponding to the disputed invoice, and provides the invoice case number to the customer over the phone call.