When a client opens a dispute
- Client opens dispute — The client raises the dispute (e.g. in the client portal or by contact).
- Internal review — The billing team reviews the dispute: contract, timesheet, and the invoice line items and citations.
- Resolution and adjustment — We resolve the dispute (e.g. correct the invoice, issue a credit, or confirm the original invoice) and make any needed adjustments in the system.
What to do
- Use the Billing app to view the invoice, supporting documents, and NAPA’s citations (where each line item comes from).
- Follow your team’s process for logging disputes and updating status.
- For escalation or unclear cases, see Contacts and support.