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.
Follow the steps below to dispute a charge on an invoice:
- Select the charge you wish to dispute.
- If you are on transactional billing, select the invoice from the Invoices table on the Overview page and select Dispute from the actions listed above the table.
- If you are on consolidated billing, select the transaction from the Transactions table on the Overview page and select Dispute from the actions listed above the table.
- Select a dispute reason from the dropdown list provided and add a comment to your dispute request.
- Please provide as much detail as possible for the seller to speed up the dispute process.
- Once the dispute has been successfully submitted, you will see an exclamation icon next to the invoice or transaction on the table indicating that your charge is in dispute. The seller will be notified of your dispute and have a set number of days to action it.
- Outcome:
- If the seller accepts the dispute and a refund is issued, you will receive a Credit Note email notification.
- If the seller declines the dispute, you will receive a Dispute Declined email notification.
Not Eligible for Dispute
- Consolidated invoices
- Must dispute from the Transaction level
- Invoices or transactions after ‘x’ days since the charge was created
- This is a unique configuration for each purchasing program - confirm in your Terms & Conditions
- Credit invoices
- Fee invoices