Create a Dispute in Communications Service Console

Using Dispute Management, Customer Support Representatives can use Dispute Management to quickly initiate and validate charge disputes on behalf of customers.

1. From App Launcher, find and select Communications Service Console.
2. Open the account that you want to manage the dispute for.
3. On the Billing & Usage tab, review the billing, usage, and payment details.
4. Analyze the reasons for the billing issue by using the Billing & Usage Inquiry Assistant.
   For example, to understand why the bill is high, select the bill, choose the Unexpected Bill Amount Inquiry option, and analyze the reason.
5. To initiate a dispute, from the Action Launcher, click Dispute.
   You can also initiate a dispute directly from the bill on the Billing & Usage tab.
6. On the Dispute page, select the bill that you want to mark as disputed.
   

   Note

   This step appears only if you launch the Dispute Management process from the Action Launcher.

   You can select only one bill at a time for the dispute process. If you want to initiate a dispute for multiple bills, initiate the dispute process separately for each bill.

7. Click Next.
8. Select the charges that you want to mark as dispute.
9. Click Next.
10. Enter the disputed amount.
11. Click Next.
    Dispute Management shows whether the dispute is valid, along with the reason based on the business rules that you set. For example, the dispute may be invalid if the charge that you selected has already been disputed or the disputed amount is too high.
12. Enter the dispute type, dispute reason, and a description.
13. If necessary, upload supporting documents.
14. Click Next.
15. Review the dispute details.
16. Click Next.
17. Click Done.
18. To view the dispute details, click the Details tab and then the Dispute Id.