The 90-second customer-facing form
Structured dispute intake. Automated routing. Resolution in days, not weeks. Replace the email-to-AR inbox with a typed form that triggers the Dispute Management workflow on submission — and tracks SLA from the first click.
By the numbers
The use case
A customer disputes 1 out of every 14 invoices. Today, that dispute lands as an unstructured email in your AR inbox: no invoice number, no disputed amount, no PO reference, sometimes no reason — just "this invoice is wrong, please call me back". Your AR team spends 11 minutes per dispute extracting the basics. Then 3 days routing to the right team (PO mismatch goes to ops, quality issue goes to customer service, duplicate invoice goes back to AR). Median resolution: 18 days. DSO impact: real. Customer satisfaction: degraded.
The Invoice Dispute form makes the front door structured. 12 typed fields, 90 seconds to submit (pre-filled when reached via the invoice link), and submission triggers the Dispute Management workflow. The Routing Agent reads reason + amount + urgency and routes to the right team in under 60 seconds. SLA-tracked from first click. Median resolution: 4 business days, not 18.
For who
Capabilities
When the customer clicks the 'Dispute this invoice' link in their billing email, the form opens with invoice number, date, amount, and supplier name already populated. The customer fills in the WHY, not the WHAT. Average time to submit drops from 8 minutes to 90 seconds.
Submission triggers the Dispute Management workflow. The Routing Agent reads dispute-reason + disputed-amount + urgency and routes to the right team: PO mismatch → AR Operations, Quality issue → Customer Service + QA, Duplicate invoice → AP/AR reconciliation, Critical urgency → senior CSM. No triage queue. No 'wrong department' bounces.
Every dispute gets a case number on submission. SLA clock starts immediately. Standard: 5 business days. Urgent (payment held): 2 business days. Critical (supply chain impact): same-day acknowledgment + 24h resolution path. Breaches escalate automatically to your AR lead and the customer's CSM.
Uploaded delivery notes, inspection reports, and PO PDFs are parsed by the OCR agent. PO numbers, delivery dates, quantities, and discrepancies are extracted automatically and attached to the Task record. Your team sees structured evidence, not a PDF attachment they have to open and read.
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