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Dispute Management lets you track and work all of your dispute cases in one place — so everyone on the team is on the same page. When a customer disagrees with an invoice (wrong amount, tax, terms, services not received, etc.), you create or receive a dispute case in Stuut, log the details, collaborate with your team, exchange documents, and resolve.
Heads up — opt-in feature Dispute Management is currently an opt-in feature. If you don’t see it in your account and want it enabled, contact your CSM and they’ll turn it on.
Two ways:
  • An alert banner appears on your Home / Dashboard page whenever any new dispute case arrives.
  • The Disputes section in the left-hand navigation surfaces it in your dedicated dispute list.
Click Disputes in the sidebar to see all of your dispute cases — New, Ongoing, and Closed. From here you can drill into any case to work it.
Disputes have invoice-level visibility:
  • The Invoices list shows a tag on every invoice currently in dispute, so you can spot them at a glance.
  • The same tag appears at the top of the individual Invoice detail page.
  • Each invoice tag links to the related dispute case.
Each case has everything you need to work the dispute side by side:
  • Agent summary (left) — a quick overview of what the dispute is about, so anyone picking it up can ramp up fast.
  • Resolution description (right) — where you log your findings and the financial outcome.
  • Dispute details — customer, invoice, dispute amount, reason code (editable), and other fields you can refine.
  • Notes — free-text collaboration space for the team.
  • Communication — every email and call exchange with the customer related to the dispute.
  • Dispute Documents — uploaded files (sales tax certs, POs, signed receipts, etc.).
A typical flow:
  1. Open the case from the Disputes list (or from the alert banner / invoice tag).
  2. Read the Agent Summary for context.
  3. Review Communication and any attached documents.
  4. Check the dispute details — edit the reason code or add description if needed.
  5. Decide the outcome (e.g., revise the invoice if the customer is correct, or push back with documentation).
  6. Enter your findings into the Resolution description.
  7. Mark the case as Resolved — the status updates at the top of the case.
  8. When all communication is wrapped up, change status to Closed from the dropdown.
Drag and drop the file anywhere on the dispute page — it will be added under Dispute Documents. From there you can preview, download, or delete it.Stuut also auto-uploads documents when they come in via email, so most of the time you won’t need to upload manually. Use the drag-and-drop for anything that arrived outside of Stuut (e.g., a sales tax exemption certificate handed over in person).
Yes. The agent watches all incoming communication on a dispute. If the customer comes back with a proposed resolution — for example, “we’ll accept the credit and pay the rest” — the agent detects it and places it directly into the Resolution description box, plus alerts you with a notification. You can edit or accept whatever it captures.
When a dispute is opened, Stuut automatically holds dunning on the disputed invoice — no more reminders or calls go out for that invoice. Dunning resumes the moment the dispute is resolved.Cash Application also pauses automated matching against a disputed invoice until it’s resolved, so a payment won’t be auto-applied while the dispute is open.
Reason codes are configured by your admin in Control Center → Disputes. You can manually upload a reason code list, edit existing codes, and add a description for each.Tip: always include a description, not just a code. Stuut uses the description to auto-match incoming disputes to the correct reason code, which saves you from tagging them manually.
By default, the customer’s assignee. You can also:
  • Route by reason code — send disputes with a given reason code to a specific person automatically.
  • Route to someone outside Stuut — set their email as the auto-route address. They get an email when the case is activated, and the thread is tracked in your Internal inbox.
  • Reassign before activating — if auto-activate is off, disputes arrive as a task and you can change the assignee first.
When a collector marks it resolved or closed. It also closes if the invoice comes back paid, or no longer appears in your invoice data. Outreach on the invoice stays paused until then. Stuut doesn’t automatically email the customer about the outcome.
Yes. Your dispute-handling Playbook articles can bring an internal contact into the conversation.
Not today.