Customer dispute management
Give every customer dispute a clear route to resolution.
The demo begins with a customer disputing part of an invoice after rejecting several delivered items. Numra identifies the customer, order and invoice from the incoming email. The disputed lines, amount and customer evidence are added to a new case. The case is routed to the site responsible for the delivery, which reviews the rejection and accepts part of the customer's claim. Finance receives the approved decision and prepares the required credit for review.
A controlled workflow from start to finish.
Capture the dispute
Numra can create a dispute case from customer emails, shared inboxes, portal submissions, debit notes, remittance information, short payments and internal requests. A dispute can be raised before an invoice is issued, after it has been sent or when the customer makes a deduction from payment.
Connect it to the transaction
Numra connects the case to the relevant business records - including the customer account, purchase order, sales order, invoice and invoice lines, delivery or fulfilment record, payment, remittance and related disputes - making it clear which transaction and balance are affected.
Identify the reason and required evidence
Numra extracts the disputed amount, affected lines, reason and any evidence supplied by the customer. It can distinguish between rejected goods, missing items, quality problems, damaged goods, pricing errors, quantity differences, duplicate invoices, missing PO references and unrecognised charges.
Route the investigation
The case is sent to the site, commercial team or operational owner responsible for investigating it. The investigator receives the customer's claim, supporting documents and connected transaction records and can record whether the claim is accepted, rejected, partly accepted or waiting for more information.
Approve the outcome
Accepted disputes can require further approval based on their value, reason, customer or proposed financial treatment. Numra records the accepted amount, rejected amount, reason, supporting evidence, the person who investigated and who approved, and the proposed financial treatment.
Process the financial resolution
Depending on the circumstances, Numra can prepare or coordinate a full or partial credit note, credit held on the customer's account, a corrected invoice, a credited and reissued invoice, a manual adjustment or a rejected claim with no financial change.
Communicate and close the case
Numra can prepare the customer response using the recorded decision and approved financial treatment. Once the relevant systems have been updated, the case is marked as resolved. If the customer challenges the outcome, the case can be reopened without losing the earlier history.
What it can handle.
Dispute intake and transaction matching
- Customer emails and shared mailboxes
- Customer portals and debit notes
- Short payments and remittance deductions
- Internal dispute requests
- Customer, order, invoice and line matching
- Delivery and payment records
- Existing credits and related cases
- Supporting-document extraction
Dispute categories
- Rejected goods and product shortages
- Quality claims and damaged items
- Delivery failures and transport issues
- Pricing and quantity differences
- Decimal and rounding discrepancies
- Tax issues
- Missing purchase orders
- Documentation problems
- Duplicate invoices
- Unrecognised charges
Investigation and approval
- Customer evidence and proof of delivery
- Rejection records and quality reports
- Site investigation
- Accepted and rejected amounts
- Site, commercial and finance approval
- Value thresholds and customer-specific rules
- Service levels and escalation
- Separation of duties
- Complete audit history
Credit notes and reporting
- Full and partial credit notes
- Line-level credits and account credits
- Credits against short payments
- Corrected and reissued invoices
- Manual adjustments
- Finance-system updates
- Open dispute value and ageing
- Cases by customer, site and reason
- Average resolution time and recurring issues
Fits the way your operation already works.
Numra supports different dispute types, customer agreements, resolution paths and approval rules within the same workflow. Each customer can follow the process that fits their terms, and the workflow can adapt as policies or responsibilities change.
The channels through which disputes arrive
The dispute categories you use
The evidence required for each category
Which team investigates each issue
Your service levels and escalation rules
The values that require additional approval
How each customer expects credits to be handled
Which systems need to be updated
How the customer should be informed
Works with the systems your team already uses.
The Numra Platform connects the information, tools and systems involved in the disputes & credit notes workflow - without requiring your team to replace its existing core software.
Model-agnostic by design
We choose the best AI model for each workflow based on performance, cost and data sensitivity - not the other way around.
Configured around your workflows
Every deployment is configured around the systems, data, rules and workflows your team already uses.
AI assistants where they work
ChatGPT, Claude and Gemini are excellent for individual tasks. We use them where they are the right fit and build workflow software when the work needs more.
Workflow software where it matters
When work needs integrations, business rules, approvals and auditability, the Numra Platform configures production software around the workflow.
For this workflow, that typically includes: Email and shared inboxes, Customer portals, CRM and customer-management systems, ERP and accounting systems, Order-management platforms, Warehouse and fulfilment systems, Quality-management systems, Billing platforms, Payment and remittance data, Collections systems.
What changes when the workflow is in place.
Stop disputes disappearing into email
Every dispute has a case, owner, status and next action.
Give investigators the full context
The customer claim, transaction records and supporting evidence are available together.
Control what gets credited
Finance only processes outcomes that have been investigated and approved.
Handle different customer requirements
Use the appropriate credit, account adjustment or invoice-reissue route for each customer.
Separate disputed balances from overdue debt
Finance and collections teams can see which balances are waiting for operational resolution and which require payment follow-up.
Understand why disputes happen
Reporting shows recurring customers, sites, products and dispute reasons so the underlying issues can be addressed.
Every dispute is connected to the transaction it affects. The responsible team investigates the issue, the evidence and decision are recorded, and Finance receives a clear instruction for the resulting credit or invoice adjustment. Customers get a clearer response. Finance can explain the remaining balance. Disputed amounts no longer sit in aged debt without context, and management can see where recurring issues are affecting revenue and cash collection.
Bring disputes and credit notes into one controlled process.
Show us your current workflow, rules and systems. We’ll show you how Numra can automate it.
