Resolving Invoice Discrepancies

Audience: Billing & RevOps Agents (Internal Use Only)

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🔎 Purpose

This article outlines the standard operating procedure (SOP) for handling customer‑reported invoice discrepancies. By following this process, agents can ensure:

• Customers are reassured quickly
• Disputes are documented and tracked
• Finance is notified in NetSuite for correction
• Revenue recognition is not delayed

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🧾 Step 1: Gather Key Details from the Customer

Before taking action, confirm that you have the following information:

• Invoice number(s)
• Customer account name
• Disputed amount or line item(s)
• Reason for dispute (e.g., PO mismatch, discount not applied, duplicate charge, incorrect tax, etc.)
• Any supporting documentation (e.g., purchase order, contract, receipts)

If information is missing, reply to the customer using the Invoice Discrepancy – Info Request macro.

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🛑 Step 2: Place Invoice On Hold in NetSuite

• Navigate to the invoice record in NetSuite.
• Change status to: On Hold – Disputed.
• This ensures the invoice will not be processed for payment until corrected.

(Tip: You can also do this directly from Zendesk via the Auto Assist action → Change NetSuite Status.)

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📌 Step 3: Create a Dispute Task in NetSuite

• Create a Task in NetSuite under the Finance Operations queue.
• Include the following information:
  • Customer name
  • Invoice number
  • Zendesk ticket link
  • Summary of dispute reason
• Assign priority:
  • High = Invoice amount > $50,000, urgent blocker, or compliance issue
  • Normal = Standard discrepancies

(Tip: Auto Assist in Zendesk can also create this task automatically with one click.)

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💬 Step 4: Respond to the Customer

Use the following template as a base response:

Hi [Customer Name],

Thank you for letting us know about the discrepancy on invoice #[Invoice Number]. I’ve flagged this invoice with our Finance team and placed it on hold while they review.

No action is needed on your end for now. We’ll provide an updated invoice or clarification as soon as Finance completes their review.

Your dispute reference in our system is [NetSuite Task ID].

Best regards,
[Agent Name]

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🗂 Step 5: Update the Zendesk Ticket

• Group: Billing Escalations
• Status: On Hold
• Priority: High (if $50,000+ or urgent)
• Tags: invoice_dispute, netsuite_task_created

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✅ Key Reminder: Always acknowledge invoice disputes quickly. Fast escalation to Finance prevents delays in payment collection and maintains customer trust.