Plan: Closing a dispute is on every plan. Recording the money agreement after Settled is Pro+ — see the next article. Any signed-in workspace user can close. There is no reverse-dispute button.
When the facts are clear, close the dispute so the invoice does not sit in limbo. Closing is a human decision. The product does not invent an outcome and does not send a Firm or Final message as part of the close.
Prerequisites
- An open dispute on that invoice (staff, Customer portal, or Reply triage).
- You have read each radio’s chase line before you press Close dispute.
Where to close
- On the invoice, press Close dispute (this replaces Raise a dispute while one is open). The panel shows Open Dispute with Reason, Note, Logged by, and When.
- Or open Activity → Disputes and press Review on the card.
- Under What Happened? choose one outcome. Help text: “Closing decides whether follow-up resumes. Read each option before you press Close.”
- Optional Note (for example “Replacement delivered — they will pay by Friday”).
- Press Close dispute.
Live outcome labels
The buttons say Customer Was Right, Customer Was Wrong, and Settled. “Customer” is the business on the invoice — the same people under Customers. The product has not renamed these to softer verbs. Each radio also prints its chase consequence:
- Customer Was Right — “Follow-up stays off. Amend or cancel the invoice if the amount is wrong.” The invoice leaves Disputed and sits on the book without automatic chasing. Fix the bill in your books before you ever start chasing again.
- Customer Was Wrong — “Follow-up resumes on this invoice.” If the invoice is already fully paid, you get a paid flash instead of a resume. If it is part paid, follow-up resumes on the remainder.
- Settled — “Follow-up stays off until you record a settlement. The agreed amount is not written here yet.” This radio does not take money and does not write the write-off. Record the numbers on the invoice with Record settlement (Pro+).
The first radio selected for you is Customer Was Wrong. That is the option that can start follow-up again. If you mean the customer was right, change the radio before you press Close.
Expected result
- The card leaves Activity → Disputes (only open rows are listed).
- Everything on this invoice shows “Dispute closed — [outcome]”. If follow-up actually restarted, a later line can read “Chasing resumed — dispute closed (customer was wrong)”.
- Flashes match the outcome, for example “Dispute closed — customer was right. Follow-up stays off on [invoice].” or “Dispute closed — customer was wrong. Follow-up resumes on [invoice].”
- After a stay-off outcome the invoice is no longer badged Disputed. It is on the book, not automatically chased, until you take another action.
If something goes wrong
- That dispute is not open / has no open dispute to close — it was already closed, or you are on the wrong invoice.
- Choose what happened: customer was right, customer was wrong, or settled. — pick one of the three radios.
- If you closed as Customer Was Wrong by accident, do not hunt for an Undo. Raise a new dispute if the contest is still live, or pause the invoice if it has returned to chasing.
- Closing never bypasses Activity → Approvals. If later Workflow steps are Firm or Final, they still wait for Approve & send.