The bottom of Follow-ups shows three queues, each with its five oldest open cases ("Disputes (N open)"): the case, its stage, its Severity or Risk, and its owner.
| Queue | A case is opened when ... |
|---|---|
| Disputes | Someone presses Raise dispute on the CRM panel of a sales invoice (also offered on returns and service jobs) |
| Renewals | A recurring invoice template is saved ("Recurring invoice scheduled"), or from the recurring invoice's CRM panel |
| Recoveries | A sales order is cancelled ("Cancellation review", high risk), or from the CRM panel of the cancellation or of a sales return |
Disputes and collections
A dispute has an amount. While it is open (not Resolved or Closed):
- the disputed amount is taken off the customer's collectible amount on Collections, and the nightly run opens no collection case when disputes cover all the overdue money;
- the worklist priority drops by 15 when disputes cover all the overdue money;
- the customer is in the Service issues segment and loses health points (one dispute 5, two or more 10).
A dispute changes nothing in Accounting. If the customer is right, an accountant issues a credit note (or the invoice is corrected) in Accounting; the open bill then falls, and the dispute is closed in CRM.
The timers
Each queue's Run button (or Run automation now in CRM settings) applies the timers set in CRM settings and what each one does:
| Queue | Timer | Effect |
|---|---|---|
| Disputes | Dispute resolution due (3 days), Dispute resolution overdue (7 days) | Marked "resolution due" (high), then "resolution overdue" (critical); the owner is notified |
| Renewals | Renewal warning (14 days) | "Due soon" within the window, overdue after the date |
| Recoveries | Recovery follow-up due (7 days), Recovery stalled (14 days) | "Follow-up due" (high), then "stalled" (critical) |
Running the dispute queue needs the permission to change tickets; renewals and recoveries need the permission to change follow-ups.
Common questions
Does a dispute change the invoice?
No. A dispute changes nothing in Accounting. If the customer is right, the accountant issues a credit note or corrects the invoice in Accounting.
My disputes never escalate.
Their timers move only when someone presses Run on the queue, or Run automation now in CRM settings. The nightly run does not apply them (The nightly run and the run-now buttons).
Who can press Run?
Running the dispute queue needs the permission to change tickets. Renewals and recoveries need the permission to change follow-ups.