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📌 Disputes are a natural part of the order-to-cash process, whether they arise from chargebacks, missed deliveries, or pricing discrepancies. Oracle NetSuite offers built-in dispute management features within its Transactions module, enabling AR and finance teams to log, track, and resolve disputes efficiently. With additional support from SuiteApps, you can extend automation and gain deeper insights into recurring dispute trends.
Below is a step-by-step guide to recording, managing, and resolving invoice and payment disputes in NetSuite.
Steps to Track and Manage Disputes in NetSuite
Step 1: Record Disputes
- For automatic chargebacks, go to Transactions > Sales > Chargebacks > List.
- For manual disputes: update the related Invoice or Customer record with notes or custom fields.
Step 2: Track and Manage
- Add dispute reason, amount, and supporting documents in the chargeback or custom record.
- Reverse payments if needed by editing the payment record and unapplying it.
- Monitor updates via Chargeback Notifications and Audit Trail under Transactions > Management.
Step 3: Resolve Disputes
- Issue a credit memo (Transactions > Customers > Issue Credit Memos) or a journal entry (Transactions > Financial > Make Journal Entries).
- For invalid disputes, upload evidence and update status in the chargeback record.
- Use SuiteApps to automate responses like issuing refunds or creating memos.
Step 4: Report on Disputes
- Use Reports > Transactions > Transaction Detail to customize views by product, region, or status.
- Create a saved search with filters for chargeback type, customer, and item details.
- Use reports to analyze trends and improve pricing, fulfillment, or communication.
Pro tip: Growfin syncs directly with NetSuite to surface disputes in real time, track their lifecycle, and alert the right stakeholders the moment an invoice is challenged. This makes resolution faster, more transparent, and less manual for finance and collections teams.
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