Partial Disputes
Partial disputes may not be enabled for all customers. Please refer to additional dispute topics.
Contact the Seller - Quickest Resolution!
The seller you completed your transaction with is responsible for resolving your disputes. For the quickest resolution to your dispute, contact the seller directly before or after submitting a dispute via the customer portal.
You can dispute a charge for the full amount still available, or for a smaller amount. You do both from the same screen. The amount you enter is what gets disputed.
HOW TO START
- Open the Transaction or Invoice you want to dispute. (This depends on whether your invoices/statements are issued as consolidated or per transaction.)
- Select Raise Dispute. There are 4 key categories to choose from, each with reasons.
- Review the summary beside the form. It shows the invoice or transaction number, the date, the order number, the original amount, any amount already refunded, and the amount eligible for dispute.
- The amount eligible to dispute is the original amount minus anything already refunded. Your dispute amount cannot go above that figure.
WHOLE AMOUNT OR PART OF THE AMOUNT
- A whole dispute uses the full amount eligible to dispute.
- A partial dispute uses a smaller amount that is still above zero.
- You set this on the next step by entering a specific amount. You do not choose a separate Partial option.
- Some reasons fill in a suggested amount for you. You can change it before you submit.
If your charges are billed one at a time, the screen says invoice. If your charges are grouped onto a consolidated invoice, the screen says transaction. The steps are the same in both cases.
WHAT HAPPENS NEXT
Choose what the dispute relates to, then enter the amount and a short description. Those steps are covered in the related articles on choosing a reason and entering the dispute amount.
FREQUENTLY ASKED QUESTIONS
Q: Why can I not open Raise Dispute on this charge?
A: The charge has nothing left that is eligible to dispute, or your role does not include raising disputes. The amount eligible to dispute is zero when the original amount has already been refunded.
Q: I still see one long list of reasons. Is that this screen?
A: No. That is the previous raise-dispute screen. These steps apply when the screen asks, "What does this dispute relate to?"
Q: Can I dispute more than one amount on the same dispute?
A: No. Each dispute has one amount. That amount is either the full eligible balance or a part of it.
SUGGESTED TAGS: raise dispute, partial dispute, whole dispute, eligible to dispute, invoice dispute
Not Eligible for Dispute
- Consolidated invoices
- Must dispute from the Transaction level
- Invoices or transactions after ‘xx’ days since the charge was created
- This is a unique configuration for each purchasing program - confirm in your Terms & Conditions
- Credit invoices
- Fee invoices