---
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


---

# Respond to invoice dispute cases

# Communicate and share supporting documents for an invoice case from Business Portal {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## Before you begin

Role required: sn_customerservice.customer

## About this task

After an invoice case is created either through the ServiceNow Otto
Virtual Agent or manually via the playbook experience, you can use the invoice case record in the Business Portal to stay engaged throughout the resolution process. View case history or send messages to
the billing specialist handling your case and respond to any requests they raise using the Activity tab. Upload supporting documents, such as proof of delivery, goods receipt notes, or any other evidence relevant to your
dispute, using the Attachments tab.

You can use these tabs proactively without waiting to be contacted, for example, to share additional context or upload documents immediately after your case is created.

## Procedure

1. Log in to the Business Portal.
2. Select RequestsView submitted requestsView cases \& tasks.
3. Select My invoice cases from the Categories menu to view invoice cases.
4. Select a case for which you want to provide information.  
   For a description of the field values, see [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.").
5. **Optional:** View the case history and add comments from the Activity tab.
6. **Optional:** Upload supporting documents using the Attachments tab.  
   You can drag files or use the Add attachments icon ![]() to browse and upload files from your system.
**Related concepts**   

* [Configuring the Business Portal](https://www.servicenow.com/docs/ijNowo~9ViglOZ0q937_ng "Enable B2B customers to self-serve key processes such as order creation, order case management, invoice management, request for quote (RFQ) creation by configuring the Business Portal (sn_b2b_portal).")
* [Customer self-service for Sales Customer Relationship Management](https://www.servicenow.com/docs/icXHR7wQSQpDE0mjNcmYJA "Support your business-to-business (B2B) customers by enabling self-service capabilities through the Business Portal to create and manage orders, invoices, and requests for quotes.")

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