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Article link: https://help.truecommerce.com/en/articles/13164556-truecommerce-billing-how-to-handle-invoice-disputes
Whenever you have a billing concern, you can address it directly with TrueCommerce so that your dispute can be effectively resolved. Sections below will dictate what an invoice dispute is and how you can handle it with TrueCommerce.
What is an Invoice Dispute?
An invoice dispute arises when there is a disagreement regarding the charges on an invoice. This could be due to various reasons, such as:
billing errors in calculating total amounts
misunderstandings about services rendered or the terms agreed upon
discrepancies between the anticipated charges and those presented in the invoice
Handling these disputes promptly is essential to maintaining the accuracy of your financial records, avoiding unnecessary delays in payment processing, and maintaining positive business relationships.
How Can You Handle Invoice Disputes?
Following are some best practices to effectively resolve your invoice dispute:
Review your invoice.
Prior to initiating a dispute, take the time to thoroughly review each line item on your invoice. This helps identify any discrepancies such as inaccurate amounts, unprovided services, or missing discounts.
Make clear notes of the areas of concern so that you can stay organized and focused during discussions.
Collect relevant documentation that supports your case.
This might include the previous service agreements, confirmation of services used, or past invoices that indicate agreed-upon terms.
Having a supportive set of documentation on hand will facilitate a faster resolution.
Identify and contact your Account Manager.
Your Account Manager will be your primary point of contact for addressing billing disputes. If you are unsure of who your Account Manager is, refer to this article.
When you reach out to your Account Manager via email, use a clear subject line, such as “Invoice Dispute – Invoice #12345”. This facilitates easier tracking and faster processing of your request.
In your message, outline the discrepancies you have identified by using bullet points for clarity and brevity where appropriate.
Alternatively, contact Billing Support.
If you are unable to get in touch with your Account Manager or need further assistance, you can directly email [email protected].
In your email, include your contact details, invoice number, and a summary of the dispute for a comprehensive response. Once Billing Support has all the necessary context, they will assist you promptly.
Follow up on your request.
If you do not receive a response within a reasonable timeframe (typically 5-7 business days), follow up on your initial communication to remind them of your initial request.
Keep records of all communications related to the dispute, such as emails and notes. This can be helpful if the issue escalates or requires further investigation.
Need Further Assistance?
If you have additional questions or concerns regarding your billing matters or the invoice dispute process, contact Billing Support.
rev: 12/16/2025