Sometimes customers dispute the validity of an invoice they have been sent. This can happen for a variety of reasons. For example, they may say the goods/services supplied were defective or of poor quality; or they may say they didn't order the goods or services being invoiced.

In the first instance you should try to resolve the dispute with your customer as usual. If the invoice still hasn't been paid once it falls 45 days overdue, then you should hand it over to our debt collections partner as usual, and let them know about the dispute. They will attempt to resolve the dispute as part of their debt collection process, and in most cases they are able to reach an amicable solution.

If the dispute cannot be resolved amicably, then it is likely that you will need to pursue legal means to establish the validity of the debt. Our collections partner will be able to help you understand the options to do this. You will need to resolve this dispute with your customer before we can consider your claim for an unpaid invoice: we will put your claim on hold in the mean time.

Once you have resolved the dispute (either through negotiation or through legal means), and agreed with your customer the amount due, your cover will restart.

If your customer still fails to pay you the agreed amount, then we will settle your claim (up to 90% of the original invoice net value, or the amount agreed to be due, whichever is lower).

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