“The customer disputes it” is not enough information for your team, an agency or an attorney. Record what is disputed, how much is affected, when the objection was raised, and what your business did in response.
Separate the amounts.
Reconcile the invoice, payments and credits. If the customer accepts part of the balance, identify the undisputed amount without implying that the rest has been resolved.
Build an issue-and-evidence table.
| Customer position | Your evidence | Open question |
|---|---|---|
| Price or scope was different | Signed agreement, proposal, purchase order and change orders | Which document controlled the disputed work? |
| Goods or services were incomplete | Delivery records, completion evidence and acceptance communications | What specifically remained incomplete? |
| Credit or payment is missing | Ledger, bank records and credit memos | Has every payment and offset been reconciled? |
Preserve the conversation.
Keep the customer's own words, your response, supporting attachments and dates. A short chronology is more useful than forwarding an unorganized mailbox.
Ask for an assessment, not a guarantee.
Give the agency the known weaknesses with the strengths. Ask whether it accepts disputed accounts, who reviews documents, how the collector communicates the claim, and when legal review would be recommended.
Minimum handoff
Reconciled balance, controlling agreement, invoices, delivery or acceptance evidence, exact dispute, your response, payment history and the latest meaningful communication.
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