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            Raise Billing Inquiries and Invoice-Related Disputes

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            Raise Billing Inquiries and Invoice-Related Disputes

            The self-service Billing portal serves as the customer-facing gateway that transforms manual, phone-based dispute processes into a streamlined, transparent self-service experience. The Help Center tab provides a catalog of available billing service processes. The Cases tab shows all cases and their statuses for the customer account.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Unlimited, and Developer Editions with the Revenue Cloud Billing license. Contact your Salesforce account executive for more information.
            User Permissions Needed
            To access the Experience Cloud site created by using the Self-Service Billing Portal template:
            • Billing Experience Cloud User permission set
            • UnifiedCatalogCommunityUserPsl permission set group
            • Unified Catalog Community User permission set
            • Omnistudio User permission set
            1. On the Help Center tab, select a service process such as Extend Invoice Due Date or Suspend Billing, and then click Request.
              For any general billing inquiries or disputes that don’t have predefined service process templates, use the Other Billing Inquiries/Disputes service process.
            2. Fill in the required billing inquiry or dispute details, and submit the request.

              A case is created for the request, a tracking number is assigned, and an automated email is sent to the customer’s email address. If the request pertains to an invoice charge correction, a corresponding dispute record is also created.

            3. On the Cases tab, your customer can view and track the case and its status.

              A case is created for the service process request, a tracking number is assigned, and an automated email is sent to the customer’s email address. If the request pertains to an invoice charge correction, a corresponding dispute record is also created.

              Your billing specialist or customer service representative can then view, investigate, and resolve the submitted case.

            You can also use Billing Service Assistance Agent on the self-service billing portal to get quick answers for your billing inquiries.

             
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            Salesforce Help | Article