Dispute Holds

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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.

Currently, only the full unpaid balance may be written off via the Aria Billing Cloud UI. You can create a partial write-off/dispute via the API create_writeoff_or_dispute_m or in the Aria Customer Care Portal via [select an account] > Transactions > Write-Offs > Create New Write-Off > [select an invoice].

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

Creating a Dispute Hold

Getting Here: Accounts > search for an account > select an account > Statements & Invoices > Invoices tab

From the Invoices screen, select an invoice from the Invoice Number field to display the Invoice details screen.
Click Write-Off/Dispute Invoice.
The Dispute Hold screen displays listing any open or settled dispute holds on the account. Click Create a Dispute Hold.
Aria displays a list of non-zero invoices. Select an invoice to create a dispute hold against.
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:
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.
Click Create Dispute Hold.
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.

The Dispute Hold also appears in the Recent Transactions section of the Account Overview screen: