Plan: All plans for staff-raised disputes. Portal “I dispute this” is a signal path — complete the formal record in the app. Lifecycle UI is still evolving.
Disputes are a careful area of the product — screens and outcomes are being tightened. The durable idea: an open dispute stops automated chasing so you do not pressure someone mid-argument.
From the invoice
- Open the invoice.
- Press Raise a dispute (only when none is already open).
- Choose a Reason and add a Note (what the customer said).
- Press Log dispute.
If a dispute is already open, the control should offer review / close instead of a second raise. If you ever see a raise action on an already-disputed invoice, stop and use Activity or Close dispute rather than submitting twice.
From Activity
Open Activity → Disputes. Open items show debtor, invoice, amount, age, the customer’s wording, when it was raised, and a clear Chasing stopped state.
From the portal
Customers may tap I dispute this, which routes into messaging. Treat that as an alert: raise or confirm the formal dispute on your side so EXC-004 stop behaviour applies cleanly.
Immediately after
- Invoice state should reflect disputed.
- Automated ladder sends for that invoice should not continue.
- Work the conversation; then resolve with an outcome (next article).