Resolve disputes and collect
Keep follow-up, dispute resolution and financial adjustments connected.
4 stages · 1 approval
Roles and responsibilities
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Step 1Review overdue work
Invoice NumberCustomerDue DateOpen Balance
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Step 2Investigate the dispute
Dispute NumberInvoiceCustomerRaised At
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Step 4Manage the collection case
Case NumberCustomerLead InvoiceOpened At
Process steps
Follow the process from start to finish. Select a step to see who acts and what changes.
Review overdue work
AR Clerk reviews open balances against due dates and the applicable DunningPolicy. Check existing events before sending another band notice. A separate billing owner must not send duplicate communications for the same population.
Investigate the dispute
AR Manager opens or reviews Disputes with the invoice, reason and amount. Open or under-review disputes pause the affected dunning route. Preserve the customer evidence and keep unrelated collectible balances visible.
Approval required
Approve a credit adjustment
AR Manager or Controller / CFO decides the credit within the configured threshold. ApprovedBy and ApprovedAt retain the actual decision. Applying the credit increases CreditApplied and reduces OpenBalance without changing actual cash AmountApplied.
Manage the collection case
AR Manager assigns CollectionsCases ownership and records external handoffs or settlement proposals. A promised settlement is not payment. Route write-offs to the separate Controller decision and retain any residual balance.
Approvals and exception handling
1 approval required in this process
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Approve a credit adjustment
AR Manager signs · manage the collection case waits
CreditMemos, CreditMemoLines, Invoices
When the process needs attention
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duplicate
Review overdue work
A separate billing owner must not send duplicate communications for the same population.
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exception
Investigate the dispute
AR Manager opens or reviews Disputes with the invoice, reason and amount.
Records and postings
| Stage | Records | Effect |
|---|---|---|
| 1 Review overdue work | InvoicesDunningPoliciesDunningEvents | Select the appropriate follow-up |
| 2 Investigate the dispute | DisputesInvoices | Resolve the disputed basis |
| 3 Approve a credit adjustment | CreditMemosCreditMemoLinesInvoices | Authorize the supported balance adjustment |
| 4 Manage the collection case | CollectionsCasesInvoicesDisputes | Record the collection outcome and next action |
Process reports
All reportsDunning Effectiveness
Per DunningPolicy and per band: number of DunningEvents sent, payments received within N days of send, response and bounce rates. Used to tune policy thresholds and template copy.
Collections Case Funnel
Open CollectionsCases by Stage (Internal → ExternalAgency → LegalReview → Litigation → Settlement → Closed) with median time-in-stage and recovery rate. The AR Manager's escalation operating report.
Cash Application Rate
Per period: BankFeedTransactions in, auto-matched at high confidence, auto-matched at low confidence (clerk-reviewed), and manual entries. Tracks the auto-match win rate the AR Clerk's productivity rests on.
Run by an agent
Agent support
Agents prepare records; approvals require a person.
# Example after configuration
$ curl -fsSL https://www.erp.ai/skill.md | paste into your agent
› resolve disputes and collect · review overdue work on Invoices, DunningPolicies, DunningEvents
✓ AR Clerk reviews open balances against due dates and the applicable DunningPolicy.
› resolve disputes and collect · investigate the dispute on Disputes, Invoices
✓ AR Manager opens or reviews Disputes with the invoice, reason and amount.
› resolve disputes and collect · approve a credit adjustment on CreditMemos, CreditMemoLines, Invoices
⏸ approval · waiting for the ar manager
# 1 more stage after approval: manage the collection case
Other processes
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Receive and apply cash
Turn confirmed receipt evidence into attributable invoice allocations.
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Review write-offs
Keep the write-off request, Controller decision and posted result separate.
4 stages · 1 approval