An invoice dispute is not the same as non-payment. A customer who ignores an invoice has not disputed it. A dispute requires specific, affirmative action: a written or verbal statement challenging the invoice on specific grounds. Treating silence or delay as a dispute is a common mistake and can lead to missed legal deadlines for pursuing the debt.

When a customer formally disputes an invoice, the response should be a structured resolution process. Acknowledge the dispute in writing, request specific supporting documentation from the customer, review the contract and delivery records internally, and respond within a set timeframe (typically 10-15 business days). During a legitimate review, it's appropriate to pause collection activity on the disputed portion while continuing to pursue any undisputed balance.

Most disputes fall into three categories. Amount disputes (customer claims a different price was agreed) need the original agreement or quote. Quality disputes (customer claims work was incomplete or substandard) need proof of delivery and completion. Authorization disputes (customer claims they didn't authorize the work) need signed contracts, purchase orders, or written approval. Each one requires different documentation to resolve.