Disputes Workflow

Last Updated: 2025-12-02 10:48 UTC

Personas: Controller / A/R Manager / A/R Operator / Legal

Tier Availability: This feature requires a Growth, Scale, or Enterprise subscription. Starter plans do not include Disputes Management.

What you'll learn

• Intake disputes from the mini-portal or internal sources.
• Track dispute states, SLAs, and evidence requirements.
• Resolve disputes with approvals and clear outcomes.

Step-by-step

1. Read the SLA Snapshot + Today’s Focus rail.
   • /work/disputes now leads with an SLA Snapshot card row (Open, At Risk, Late) followed by a two-column grid that pairs “Today’s focus” with the “Dispute metrics” glass card. These tiles reflect the exact cases you should touch before opening the queue.
   • Clicking a focus link scrolls to the queue table and pre-selects that dispute, but you can immediately click another row—the selection logic no longer locks you to focus items.
2. Intake disputes efficiently.
   • Payers can file disputes via the mini-portal or by replying to outreach. Plixo auto-creates a dispute record linked to the invoice, including SLA state and required documents based on the reason code.
   • Operators can log disputes manually when offline conversations surface new objections.
3. Work the queue table.
   • A single table has replaced the previous kanban view so you can filter by Owner, Reason, and SLA status with one click. The selected row is highlighted in Plixo indigo and mirrored in the inspector below.
   • Use the filters to isolate unassigned cases, specific reason codes, or SLA states. Clearing filters returns the full queue while preserving your current selection.
4. Use the inspector for evidence, approvals, and templates.
   • The inspector now lives directly beneath the table. It exposes owner assignment, recommended next steps, evidence slots, templates, and the timeline. Every section carries (i) tooltips so new operators understand what each block controls.
   • Upload documents until each evidence slot is satisfied. The timeline records uploads, notes, and external outreach so Legal/Controller can fast-track approvals.
5. Secure approvals and close.
   • If the resolution includes credits beyond thresholds, use the Status actions buttons to route the dispute to Controller or Legal. Buttons are rendered in the primary accent so they remain legible on darker backgrounds.
   • Mark the dispute outcome as Approved Credit, Resolved, Rejected, or Review. The queue automatically removes the case once the final status posts and dashboards update on the next refresh.

Success checks

• All disputes enter the workflow within 4 business hours of being reported.
• SLA focus items are cleared daily; at-risk and late counts trend down over time.
• Evidence slots are 100% complete before a dispute moves to approval/close.
• Operators can articulate what each inspector panel means using the built-in (i) tooltips.

Common pitfalls

• Missing cross-functional input. Tag stakeholders early to avoid last-minute scrambles for documentation.
• Ignoring the focus strip. If a case keeps appearing there, it’s about to breach SLA or lacks evidence—resolve it before touching lower-risk work.
• Leaving disputes in limbo. Always move the status so SLAs remain accurate; the inspector detail panel drives this.
• Not updating outcomes. Closed disputes should reflect the final resolution for reporting integrity.
• Overwriting selections. If you jump between focus items and the table, remember the row highlight shows the active card—work that card before switching.

Related pages

• Next step: Mini-Portal
• Legal Guide
• Audit & Exports