Billing dispute loop

Help care teams explain the bill, find the cause and resolve the case with evidence.

A customer questions a charge. The loop connects invoice lines to usage, product configuration, contract terms and recent changes so a care specialist can explain the charge and choose a permitted resolution.

Explain

Show the source of a charge in customer-safe language, with links to the underlying evidence.

Investigate

Compare invoice, usage, order and contract facts to identify a likely root cause or a missing fact.

Resolve

Recommend an authorised path and route credits or invoice holds to the right approver.

Example dispute loop. Credits and invoice holds require the operator’s policy check and approval where applicable.

flowchart LR
  A["Customer disputes charge"] --> B["Join invoice, usage and contract facts"]
  B --> C{"Cause established?"}
  C -->|No| D["Request missing evidence"]
  C -->|Yes| E["Draft explanation and remedy"]
  E --> F{"Within delegated authority?"}
  F -->|Yes| G["Progress approved resolution"]
  F -->|No| H["Human approval gate"]
  H -->|Approved| G
  H -->|Declined| D
  G --> I["Confirm customer and case outcome"]
  D --> I

What a guided demo can show

Explain a synthetic invoice using retrieved line items and usage.
Trace the probable root cause and state uncertainty where evidence is missing.
Draft a customer-safe response and a credit recommendation.
Route a credit or invoice hold for approval, then observe the case status.

Useful measures include dispute ageing, repeat contact and specialist effort, agreed before the pilot.

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