Finance records show an unpaid balance, but sales staff say the customer has objections. Repeated payment demands alone may not address the obstacle. A more useful first step is to place the recorded balance, both parties' confirmations and the source of the dispute in one list, separating established facts from questions needing verification.
Reconstruct how the balance arose
- Match each item to contracts, orders, delivery, acceptance, settlement and payment records.
- Record the original amount, receipts, mutually confirmed adjustments and remaining difference separately, retaining the calculation basis.
- For returns, discounts, retention sums or instalments, reference the relevant documents rather than leaving only a final figure in a note.
- Retain the counterparty's figures and confirmation dates. A proposed adjustment is not confirmed merely because the other party requests it.
Use three categories instead of the single label 'disputed'
| Issue type | Typical examples | Preparation |
|---|---|---|
| Recording or calculation differences | Unposted receipts, incorrect order matching or inconsistent calculations | Sales and finance cross-check the figures and document corrections |
| Unconfirmed performance facts | Incomplete acceptance or missing receipt or service records | Compile original records, missing items and questions to verify |
| Substantive disagreement | Different positions on quality, scope or deductions | Retain each position and its supporting evidence; obtain professional advice where needed |
Retain versions, sources and responsible staff
Include an issue number, relevant amount, both parties' positions, supporting sources, missing documents, an internal owner and next steps. Add new responses without overwriting earlier versions. Restrict access to information necessary for the work and do not share client information with unrelated third parties.
Use the results in non-litigation discussions
Start with facts both sides accept, then address differences individually. Disputed and undisputed portions may need different approaches, but instalments, concessions, settlements or other changes must be decided by authorized persons and documented appropriately. Organizing documents does not replace legal judgment or establish that either side's claim is correct.
You do not need to send every file before an enquiry
Initially describe the transaction, approximate amount, overdue period and main differences. Agree the engagement scope, authorization and confidentiality arrangements before deciding which documents are necessary and how to transfer them. Where important deadlines or major disputes are involved, do not wait for a 'complete' file before seeking appropriate professional advice.