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Aria Knowledge Central

Dispute Holds

Overview

You can create a Dispute Hold to manage customer disputes systematically, maintaining financial accuracy and enhancing customer satisfaction by addressing issues promptly and professionally. Dispute Holds serve as temporary write-offs booked against an account with the same effect on a customer's account balance as a standard write-off. You can specify a date for Aria to permanently write off disputed charges.

Aria Customer Care Portal

Note: The Aria Customer Care Portal offers an updated, more refined process for creating a Dispute Hold

Creating a Dispute Hold

Getting HereAccounts > search for an account > select an account > Statements & Invoices > Invoices tab

  1. From the Invoices screen, select an invoice from the Invoice Number field to display the Invoice details screen.select-invoice.png
  2. Click Write-Off/Dispute Invoice.
    writeoff-disputes-link.png
  3. The Dispute Hold screen displays listing any open or settled dispute holds on the account. Click Create a Dispute Hold.
    dispute-02a.png
  4. Aria displays a list of non-zero invoices. Select an invoice to create a dispute hold against.dispute hold2.png
  5. On the corresponding screen, choose an expiration date, select a reason, and enter any related comments to help clarify the circumstance under which this dispute is being created:
    dispute-hold-reason.png
    1. Dispute Expires: When a dispute expires, Aria creates a write-off for the amount disputed. You can either select In and specify a number of days until the dispute expires, or select On and choose a date on the calendar.

      Note: There are client parameters that govern Dispute Hold expiry and behavior settings.

    2. Dispute Reason: Select the corresponding reason you are creating the dispute.
    3. CSR Comments: Add any comments to help clarify why the customer is disputing the charge.
  6. Click Create Dispute Hold.
  7. Confirm the accuracy of the write-off, then click Create Dispute Hold again to finalize the process.

    A confirmation displays and the dispute hold is recorded in the list of disputes against the account.dispute-hold-confirm2.png

    The Dispute Hold also appears in the Recent Transactions section of the Account Overview screen:dispute-06.png

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