Dispute a specific line item on an invoice against your account using the Business Portal

Challenge discrepancies in invoiced quantity, part number, billing location, or shipping location for a single invoice line item via the Business Portal using the playbook experience.

시작하기 전에

Role required: sn_customerservice.customer

이 태스크 정보

This task describes how to create an invoice case using the playbook experience in the Business Portal. The playbook experience enables you to dispute various invoice discrepancies depending on the scope you select, including quantity, part number, billing location, and shipping location issues.

프로시저

1. Log in to the Business Portal.
2. Navigate to Requests > Submit a request > Submit a case > Submit an invoice case.
3. Create a new invoice case.
   1. On the form, fill in the fields.

      표 1. Create New Invoice Case form

      Field	Description
      Account	The account for which you’re creating the case.
      Request source	This option should be set to Specific invoice lines, single invoice to dispute one or more invoice lines from a single invoice.
      Contact	The name of the customer contact for this case.
      Invoice	The invoice you want to dispute.
      Priority	The urgency level assigned to the invoice case. The available priorities are: 1 - Critical 2 - High 3 - Moderate 4 - Low (default)
      Short description	Optional brief description.

   2. Select Next.
      An invoice case is created with its State as Draft.
4. Select the invoice lines that you want to add to the invoice case.
   1. On the Add and specify changes form on the Create invoice case page, select Add.
   2. On the Add invoice line item to case window, select one or more invoice lines and select Add.
      Invoice case lines are created corresponding to the invoice records.
   3. Select the invoice case lines that you want to edit and select Edit.

      Select a single invoice case line to make specific changes to a specific invoice. Select multiple invoice case lines to make the same changes for all invoices.

      주:

      If you no longer want to change an invoice case line item, select it, select the drop-down button next to Edit, and select Delete to remove it from the list of items to be modified.

   4. Modify any or all of the values in the Edit item dialog box.

      Field	Description
      Disputed quantity	The quantity you believe should have been invoiced instead of the amount shown in Invoiced quantity.
      Disputed part number	The correct part number if the Invoiced part number is incorrect.
      Disputed billing location	The correct billing location if the Invoiced billing location is incorrect.
      Disputed shipping location	The correct shipping location if the Invoiced shipping location is incorrect.

   5. Select Update.
   6. Select Next on the Add and specify changes form.
5. Verify the requested changes and submit the invoice case on the Review and submit page.
   • If you need to make more changes, navigate to the required page from the Activities section and repeat the modification process.
   • If the changes are accurate, select Submit.

결과

The invoice case is created with the invoice case lines corresponding to the invoices you updated, and the state of the invoice case changes to New.

다음에 수행할 작업

Track the status of your invoice case. For more information, see View invoice case details in the Business Portal.

Follow up on your invoice case. For more information, see Communicate and share supporting documents for an invoice case from Business Portal.