What you'll do
- Tell a genuine dispute from a stalling tactic
- Gather the evidence that answers the dispute
- Respond in writing in a calm, factual way
- Decide what to do with any undisputed portion
- Know when to escalate despite the dispute
7 min
Genuine dispute or delay tactic?
When a debtor disputes an invoice, the first job is to work out whether the dispute is genuine or simply a way to delay paying. A genuine dispute usually points to something specific, such as a quantity or a fault. A vague complaint raised only once you push for payment is often a stall.
Respond step by step
- Acknowledge the dispute promptly and in writing.
- Ask the debtor to set out exactly what they are disputing.
- Check the complaint against your records and documents.
- Separate any undisputed amount from the disputed part.
- Request payment of the undisputed amount while you resolve the rest.
- Keep every exchange factual, dated and on the record.
Splitting out the undisputed portion often unlocks part of the payment straight away.
When to escalate
If the dispute does not hold up, or the debtor will not engage, it may be time to escalate. Strong documentation is your best asset here, so see how to provide the right documentation. You can refer the matter at merion.com.au/refer-a-debt and flag the dispute so it is handled appropriately. This is general business information, not legal advice.
Good to know
- First decide whether the dispute is genuine or a stalling tactic
- Always pursue any undisputed portion separately and promptly
- Keep exchanges factual and on record, and flag disputes when you refer
FAQ
Should I stop chasing the whole debt if part is disputed?
No. Separate the undisputed amount and pursue that promptly while you work through the disputed portion.
How can I tell a real dispute from a stall?
A genuine dispute is usually specific and raised early. A vague complaint that only appears once you push for payment is often a stall.
Can I still refer a disputed debt?
Yes. Refer it and flag the dispute clearly so it is handled appropriately, and provide your supporting documents.
Still not sure? Our team is happy to talk it through.