====== Monthly Statement Disputes ======

//Sample document for TicketChat testing. Not an official policy.//

Statements are issued on the 1st business day of each month with numbers like ''ST-YYYYMM-####''.

===== Common reasons a statement total looks wrong =====

  * **Core charges** billed on the statement but the core was returned after the cut-off (the 25th). The credit appears on next month's statement.
  * **Hot-shot fees** that were promised as waived but not credited. Check the ticket comments for the waiver.
  * **Duplicate online orders** re-keyed by the counter while the POS order bridge was down.
  * **Returns** credited to a different account of the same customer (multi-location shops).

===== How to handle a dispute =====

  - Ask for the statement number and the lines in question.
  - Match each line to its invoice or credit memo.
  - Issue corrections as a credit memo; never edit a closed statement.
  - Reply with the credit memo numbers and set the ticket to **Wait For Response** until the customer confirms.

Payment terms stay unchanged during a dispute only for the disputed lines; the rest of the statement is due on the normal date.