Tell a Customer an Invoice Dispute Is Under Review

Before you write

Use this example when a customer has challenged a specific charge and the team needs to acknowledge the dispute without prejudging the result. Gather the details below so the recipient can act without asking you to reconstruct the situation.

• Invoice and disputed line
• Customer’s stated reason
• Review owner and next checkpoint

An email you can adapt

The subject “Reviewing your question about invoice [number]” identifies the request. Replace each bracketed field with a checked detail and remove any sentence that does not describe your situation.

Subject: Reviewing your question about invoice [number]

Hi [name],
We have recorded your concern about [line] on invoice [number], specifically [customer’s stated issue]. [Team] is reviewing the relevant order and billing records. We will update you by [date] with an outcome or the next checkpoint. This acknowledgment does not confirm a credit or a revised amount. Please send any relevant supporting reference through [approved route] and avoid resending information already available in the case.
Best, [sender]

Check the boundary

Do not give unsupported payment, legal or collection advice while the authorized billing process is reviewing the dispute.

What a useful reply should settle

The customer should know what is being reviewed and when another update will arrive.

Communicate the checked result and any approved correction through the designated billing process.