---
schema_version: "1"
id: 353ae061b0ffe3b563ff688b484c04e206cadf49ca1057136ecf6571c299dead
title: Create a Dispute in Communications Service Console
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/comms_create_a_dispute.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.comms_create_a_dispute.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 4850002092439be3bd73410b2908572e86ad38a5cd5fec9fc43a3f3b4c828507
description: Using Dispute Management, Customer Support Representatives can use Dispute Management to quickly initiate and validate charge disputes on behalf of customers.
products:
  - Communications
release: "264"
---
# Create a Dispute in Communications Service Console

Using Dispute Management, Customer Support Representatives can use Dispute Management to quickly initiate and validate charge disputes on behalf of customers.

| REQUIRED EDITIONS |
| --- |
| Available in: Lightning Experience |
| Available in: **Enterprise**, **Developer**, and **Unlimited** editions |

A customer can file a dispute with the Communications Service Provider, which is typically adjudicated by an Accounts Receivable (AR) team.

Customers dispute specific charges for a variety of reasons, including:

- Incorrect billing: wrong price, double charge, unexpected charges, or fees
- Product issues: poor quality or non-functional service
- Fraudulent activity

The dispute management processes guide the representatives through the necessary steps to capture and validate the dispute details before submitting them for adjudication.

Follow these steps to create a dispute:

1. From App Launcher, find and select **Communications Service Console**.
2. Open the account that you want to manage the dispute for.
3. On the Billing & Usage tab, review the billing, usage, and payment details.
4. Analyze the reasons for the billing issue by using the Billing & Usage Inquiry Assistant.
    
    For example, to understand why the bill is high, select the bill, choose the Unexpected Bill Amount Inquiry option, and analyze the reason.
5. To initiate a dispute, from the Action Launcher, click **Dispute**.
    
    You can also initiate a dispute directly from the bill on the Billing & Usage tab.
6. On the Dispute page, select the bill that you want to mark as disputed.
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-ind-communications-264-0-0-production-enus/444efb86-ea1e-477e-afbc-56eaac192eaf/images/icon_note.png)
    
    Note
    
    This step appears only if you launch the Dispute Management process from the Action Launcher.
    
    You can select only one bill at a time for the dispute process. If you want to initiate a dispute for multiple bills, initiate the dispute process separately for each bill.
7. Click **Next**.
8. Select the charges that you want to mark as dispute.
9. Click **Next**.
10. Enter the disputed amount.
11. Click **Next**.
    
    Dispute Management shows whether the dispute is valid, along with the reason based on the business rules that you set. For example, the dispute may be invalid if the charge that you selected has already been disputed or the disputed amount is too high.
12. Enter the dispute type, dispute reason, and a description.
13. If necessary, upload supporting documents.
14. Click **Next**.
15. Review the dispute details.
16. Click **Next**.
17. Click **Done**.
18. To view the dispute details, click the **Details** tab and then the Dispute Id.

#### See Also

- [Set Up Dispute Management for Communications Service Console](https://help.salesforce.com/s/articleView?id=ind.comms_set_up_dispute_management.htm&release=264.0.0&type=5 "Set up and configure Dispute Management to help customer service representatives quickly initiate, validate, and manage billing disputes.")