---
sourceDocument: Brazil Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/order-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Dispute an invoice line

# Dispute a specific line item on an invoice against your account using the Business Portal {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
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.

## Before you begin

Role required: sn_customerservice.customer

## About this task

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.

Creating invoice cases using the ServiceNow Otto panel limits disputes to quantity issues only. For more information, see [Dispute invoice issues using ServiceNow Otto Virtual Agent](https://www.servicenow.com/docs/9AiWEdKJ8LzoGb9AgNpltg "Dispute invoice issues such as quantity discrepancies in a guided conversational flow using ServiceNow Otto Virtual Agent from the Business Portal, without needing to contact support.").

## Procedure

1. Log in to the Business Portal.
2. Navigate to RequestsSubmit a requestSubmit a caseSubmit an invoice case.
3. Create a new invoice case.
   1. On the form, fill in the fields.  
      {#create-invoice-case-single__table_kph_1wl_1fc__entry__2}

      | 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) {#create-invoice-case-single__ul_b5g_vyq_1fc} |
      | Short description | Optional brief description. |
      [Table 1. Create New Invoice Case form]

      {#create-invoice-case-single__table_kph_1wl_1fc}
   2. Review the details before proceeding to the next step.  
      All fields become read-only after once you select Next and go to the Add and specify changes page.
   3. Select Next.  
      An invoice case is created with its State as Draft.
   {#create-invoice-case-single__substeps_azh_yss_cfc}
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.  
      For a description of the Add invoice line items to case list view, see [Invoice line item details on Business Portal](https://www.servicenow.com/docs/A6gR2~EkJxT7CiIDopCSIw "Invoice line list view details on the Business Portal.").  
      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.  
      Note:  
      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.  
      {#create-invoice-case-single__table_xh1_vwl_1fc__entry__2}

      | 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. |
      [ ]

      {#create-invoice-case-single__table_xh1_vwl_1fc}
   5. Select Update.
   6. Select Next on the Add and specify changes form.
   {#create-invoice-case-single__substeps_kbf_nts_cfc}
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.
   {#create-invoice-case-single__choices_wt5_3z3_dfc}
{#create-invoice-case-single__steps_b3h_fwl_1fc}

## Result

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.

## What to do next

Track the status of your invoice case. For more information, see [View invoice case details in the Business Portal](https://www.servicenow.com/docs/IIcGPOxByhrpdaivQniRLw "View invoice case details, status, activity history, and attachments from 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](https://www.servicenow.com/docs/PpJBjd_Q_06o1q96VoiNeQ "Stay engaged on your invoice dispute case by communicating with a billing specialist and uploading supporting documents, such as proof of delivery or receipts, directly from the Business Portal to help expedite resolution.").
**Related reference**   

* [Invoice case details on the Business Portal](https://www.servicenow.com/docs/C3Tae_CIfyd9Z6QRNi~FhA "Field descriptions for invoice case headers and invoice case line list views on the Business Portal.")

*[\>]: and then