You're disputing invoiced charges with a customer. How do you navigate towards a resolution?

Consider creating a timeline of events related to the charges, noting key interactions and decisions. This visual aid can help clarify the sequence of actions and highlight any gaps or inconsistencies. Additionally, prepare a list of questions and points of clarification to address during discussions with the customer, ensuring a focused and productive conversation.

Carefully review the invoice in question and identify the specific charges you are disputing. Gather all relevant documentation, such as contracts, purchase orders, receipts, emails, and any previous communications with the merchant that support your dispute. Reach out to the merchant as soon as you identify the discrepancy. It’s best to start with a phone call or an email to explain the issue.

Understand the disputed charges thoroughly and Collect all relevant documents such as contracts, agreements, communication records, and previous invoices.

Reach out promptly to acknowledge the dispute and schedule a meeting or call to discuss it in detail and Use a professional and appropriate communication channel (e.g., email, phone call, or in-person meeting).

Understanding the customer's concerns goes beyond the immediate issue of disputed charges; it's about acknowledging their experience and ensuring they feel heard. By actively listening and empathising with their perspective, you build trust and pave the way for constructive dialogue. This approach not only enhances customer satisfaction but also positions your organisation as responsive and committed to resolving issues fairly. Taking the time to understand their concerns sets a positive tone for finding mutually agreeable solutions.

Clarifying terms isn't just about explaining technical details; it's about fostering transparency and mutual understanding. Break down complex payment terms into easily understandable concepts, ensuring both parties are on the same page. Use examples or analogies to illustrate calculations or service provisions, making it relatable to the customer's perspective. This approach not only resolves current disputes but also strengthens trust, setting a positive tone for future interactions and reducing the likelihood of future misunderstandings.

This is a complicated step. The invoice the merchant receives is purposely made to be extremely difficult to understand. Being able to explain in detail what is happening can help avoid major disputes from merchants. Document all communications with the merchant, including emails, phone calls, and meeting notes. This documentation can be crucial if the dispute escalates. Review any contracts or agreements you have with the merchant to understand your rights, obligations and buyout clauses.