Billing resolution
Invoice dispute vs. chargeback: which workflow do you need?
Distinguish a customer billing question from a bank payment dispute, and keep the right records and response deadlines for each.
An invoice dispute is a customer’s question or disagreement about a bill. A card chargeback is a payment dispute raised through the customer’s bank. Record the billing conversation and the provider dispute separately, even when they concern the same transaction.
Identify where the issue was raised
A customer might say the invoice has the wrong quantity, a credit is missing, or a service was not delivered. Your team can investigate that question directly. If the bank has opened a card dispute, there is also a separate provider process with its own status and deadline.
| Question | Customer billing review | Card chargeback |
|---|---|---|
| Where does it begin? | A customer contacts your business or Portal | A customer contests a payment through their bank |
| What should you track? | Balance, question, supporting records and decision | Provider dispute ID, reason, evidence and deadline |
| Who determines the outcome? | Your business records its decision with the customer | The bank determines the payment dispute outcome |
Stripe’s dispute lifecycle explains its role in passing information between the merchant and bank. A customer conversation does not by itself close the bank’s process.
Review the underlying records
Gather the invoice, agreement, relevant delivery or service records, customer messages and payment history. Identify exactly what the customer is questioning. Keep internal working notes separate from the explanation you intend the customer to see.
In Resolvely, a customer billing question creates a review and collection hold. An Owner or Reviewer records a decision and the customer-visible explanation. A manual resolution case can also organize an issue before a balance is linked.
Keep provider deadlines visible
If there is also a Stripe dispute, inspect its current provider status and response deadline. Prepare the relevant evidence and have an authorized reviewer approve the response. Avoid conflicting submissions from more than one tool or team member.
Resolvely’s Cases inbox includes both resolution cases and imported Stripe disputes, with a source filter. Resolve handles the customer review; Recover handles the supported Stripe response workflow. Progress in one workflow does not automatically establish an outcome in the other.
Record the decision and the financial outcome separately
A decision to correct a bill, a credit, a payment and a bank-confirmed recovery are different records. Keep the reason and source for each change. A closed conversation is not evidence that money was received.
Start with five free manual resolution cases per workspace. Ops adds the broader balance review and collection tools. Read the billing-review workflow before enabling customer follow-up.