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-####.

• 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).

1. Ask for the statement number and the lines in question.
2. Match each line to its invoice or credit memo.
3. Issue corrections as a credit memo; never edit a closed statement.
4. 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.