Dispute Intake and Evidence Pack

Disputes drag on when evidence is missing, scattered, or discovered late. The fastest way to reduce DSO is to reduce dispute cycle time.

This pack installs a lightweight intake and evidence standard so disputes are resolved quickly and consistently.

What you will produce

1. A dispute intake form
2. An evidence checklist (by common dispute types)
3. A dispute tracker with owners and due dates
4. Status update templates for customers
5. A weekly dispute review cadence

Beginner-safe definitions

Dispute: any invoice issue that delays payment and requires evidence to resolve.

Evidence: proof that validates or rejects the claim (contract, delivery proof, approved rates, emails).

Owner: the person accountable for resolution and follow up.

Cycle time: days from dispute opened to dispute closed.

Minimum viable workflow

1. Capture the dispute intake form when the issue is raised
2. Attach evidence links immediately
3. Assign an owner and due date
4. Track status until cash is received or credit is issued and applied

If you cannot name an owner and due date, the dispute will stall.

Common dispute types and required evidence

Pricing or rate mismatch:

• contract or order form
• rate card or pricing schedule
• approved change order if pricing changed

Proof of delivery or completion missing:

• delivery receipt or completion signoff
• service logs or completion confirmation
• customer acceptance confirmation

Quantity or scope dispute:

• statement of work
• time logs or usage logs
• scope acceptance documentation

Duplicate invoice claim:

• invoice list and identifiers
• confirmation of invoice cancellation if needed

Templates

A) Dispute intake form (copy and paste)

Copyable template (TEXT)
Copy
Dispute Intake Form

Customer:
Invoice number:
Invoice date:
Invoice amount:
Amount disputed:
Reason category:
Customer statement of issue:
Requested resolution:
Customer contact name and email:
Owner:
Due date:
Evidence links:
Notes:

B) Evidence checklist (copy and paste)

Copyable template (TEXT)
Copy
Dispute Evidence Checklist

Pricing and terms:
- Contract or order form
- Pricing schedule or approved rates
- Approved change order if applicable

Delivery and completion:
- Proof of delivery or completion signoff
- Service logs or completion email
- Acceptance documentation if applicable

Billing:
- Invoice copy
- Billing calculation or backup
- Communications thread with the customer

C) Dispute tracker table (copy and paste)

Copyable template (TEXT)
Copy
Dispute Tracker

| Customer | Invoice # | Amount disputed | Reason category | Owner | Due date | Status | Evidence link | Next step |
| -------- | --------- | --------------: | -------------- | ----- | -------- | ------ | ------------ | -------- |

Suggested statuses:

• Open
• Evidence requested
• Evidence sent
• Under review
• Approved credit
• Rejected dispute
• Closed and collected

D) Customer status update (copy and paste)

Copyable template (TEXT)
Copy
Subject: Dispute status update for Invoice [#]

Hi [Name],

We are working the dispute for Invoice [#]. Current status:
- Status: [status]
- Evidence: [received / sent / pending]
- Next step: [action]
- Expected resolution date: [date]

If you need anything else to close the dispute, reply with the request and we will respond within [timeframe].

Thank you,
[Name]

KPIs to track

• Percent of disputes opened with evidence links
• Average dispute cycle time (days)
• Dispute dollars resolved per week
• Credits issued vs cash collected
• Repeat dispute reasons (top three)

Common failure modes

• disputes opened without evidence
• no owner or due date, so disputes never close
• evidence exists but is not organized and cannot be produced quickly
• credits issued but not applied to the customer account