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Administrator Guide
Last Updated: 2023-06-23
Place a Customer Invoice in Dispute

Place a Customer Invoice in Dispute

  • Create a customer invoice.
  • Security:
    Process: Customer Invoice - Collections
     domain in the Customer Accounts functional area.
After creating and issuing a customer invoice, customers might dispute collection on the invoice for various reasons. In Workday, you can track and manage disputes in the customer profile.
  1. Access the
    Maintain Customer Invoice Dispute
     task.
    From the
    Invoice List
     on the customer profile, select
    Customer Invoice
    Maintain Dispute
     from the related actions menu of the invoice you want to place in dispute.
    You can place multiple invoices in dispute at once using the
    Manage Customer Invoices
     task.
  2. (Optional) Select
    On Hold
     to place a hold on payment of the invoice.
    Workday displays a warning message if you try to change an invoice that is on hold. You can control whether payments are applied to the invoice with the
    Do Not Apply Payment to Invoices on Hold
     option on the
    Apply Customer Payment
     and
    Record Customer Payment
     tasks.
  3. Select the
    In Dispute
     check box.
    As you complete the task, consider:
    Option Description
    Followup Date
    Enter a date as a reminder if followup is required. For visibility, this date displays as the first column of the
    Invoice List
     on the Customer profile.
    Dispute Date
    Workday populates the current date by default, but you can change this date.
    Dispute Amount
    Enter the amount that is in dispute. This can be all or a portion of the invoice.
    Dispute Reason
    You can enter multiple reasons for disputing the invoice. Manage the reasons for disputes on the
    Maintain Dispute Reasons
     task.
  4. (Optional) Enter
    Note Content
    .
Workday displays the invoice as being in dispute for easy identification by collections specialists in these places:
  • On the invoice header with the dispute date.
  • On the
    Invoices and Payments
    Invoice List
     tab, which displays an
    Invoice Followup Date
    , if you entered one, as the first column in the grid.
  • On the Customer Invoice
    Dispute/Collection
     tab, which includes all dispute details including any change history on the dispute. This tab displays only for invoices that are in dispute.