Resolve Disputed Invoices in the CSP

Learn how suppliers can resolve a disputed invoice in the Coupa Supplier Portal

Invoices with disputed status are invoices with information that your customer does not agree to, needs clarification on, or finds incorrect.

For more information about invoice statuses, see Interpret invoice status in View and Manage Invoices.

When the status of an invoice changes to "Disputed", you receive an email notification with the invoice number, the date of the dispute, the reason for the dispute, and optionally any additional comments. Your customer can leave comments on the invoice while it is in "Disputed" status.

Your customer does not process disputed invoices for payment until you resolve the dispute.

If your customer disputes an invoice in error, or you choose not to resolve the dispute, your customer can withdraw the invoice from dispute and process it.

  1. Log into the CSP and select the Invoices tab in the main menu.
  2. Select the customer whose invoices you want to see from the Select Customer drop-down list in the top right corner.
    Figure 1. The Select customer dropdown option in the Invoices page
    The "Select customer" dropdown options displayed over a dimmed Coupa Supplier Portal homepage background. The dropdown first option displays a placeholder "[Buyer ABC Inc]" example, and below an option to select "All (Offered by Advanced)".
  3. Find the specific Invoice number from the table of results displayed on the page.You can look for disputed invoices using the searchbar in the top of the results table.
    Disputed invoices appear as Disputed in their Status column and include a Dispute reason text.
    Figure 2. Table of invoices results when a specific customer is selected
    The "Invoices" management dashboard displaying the single-customer invoice table. Above the table there are buttons allow creating invoices from POs, Service Sheets, or Credit Notes. A blue toolbar includes an "Export to" dropdown, a "View" filter dropdown set to "All", and a search bar. The table features columns for Invoice #, Created Date, Status, PO #, Total, Unanswered Comments, Dispute Reason, and Actions. The rows on the table display invoices in various states, including Draft, Disputed, Approved, and Pending Approval, with dispute reasons like "Discount rate missing or incorrect" and "Price does not match the amount from PO, Contract or Catalog", accompanied by edit, delete, or resolve icons.
  4. Look for the Actions column on the top right of the table, and select the Resolve icon.
    You can hover over the icons in the Actions column with your pointer to see what each icon does.
    Figure 3. Highlights of a disputed invoice in the invoices page
    Selecting the Resolve icon redirects you to the Invoice Details page.
  5. Follow the suggestions shown on the Invoice Details page.
    Figure 4. The Invoice Details page of a disputed invoice displays a message with suggestions at the top

    Depending on the type of invoice, you have the following options:

    1. Standard e-invoice:

      • Void

        If an invoice was issued in duplicate or has already been paid for through an earlier invoice, void it.

      • Correct Invoice

        If an invoice has some incorrect information, correct it. When submitting a corrected invoice, you can use the same invoice number.

    2. Country compliant e-invoice:
      Country compliant e-invoices are marked with a green checkmark next to the country code in their top right corner.

      • Cancel Invoice

        If an invoice was issued in duplicate, create a credit note to cancel it.

        If an invoice has some incorrect information (other than price or quantity), for example, incorrect tax rate or item description, create a credit note to cancel it and issue a new corrected invoice. The original invoice remains in disputed status and the corrected invoice is submitted for approval.

        Warning:

        The corrected invoice must have a new number.

      • Adjust

        If the price and/or the quantity for invoice lines(s) is incorrect on an invoice, issue an adjustment credit note (partial credit) to correct it. You can adjust credit line quantity also in case of returned goods or if an invoice has already been paid for.