AI-Assisted Invoice Dispute Preparation at an E-commerce Company

The Challenge

When a customer disputed an invoice, the company’s finance team needed the full picture before it could respond. That meant the order behind the invoice, the delivery, any contract terms and approvals that applied, and the related correspondence, together with a clear history of what had happened and when. Revenue operations, customer operations and legal teams could all hold part of that picture.

The documents and transaction history needed for each dispute were spread across different systems. Gathering them was manual work, a missing document was easy to overlook and the sequence of events had to be pieced together by hand. This effort slowed the response to the customer and left room for errors and delays in the way disputes were handled.

The Solution

With cognipeer Studio, our team configured an AI workflow that started once a dispute record had been received. It collected the related order, delivery, contract, approval and correspondence records, so the finance team no longer had to search for each one in separate systems.

The workflow then placed the events in chronological order, flagged any documents that were missing and presented a well-organised summary of the case file. Finance used this summary to prepare its defence or response to the customer, deciding what to say and whether further information was needed. The workflow assembled the evidence; how to answer each dispute remained the finance team’s judgement.

Implementation

1. Started from the dispute record. Receipt of an invoice dispute record set the workflow in motion for that case.
2. Gathered the supporting records. The workflow collected the related order, delivery, contract, approval and correspondence records from the systems where they were held.
3. Built the timeline. Events were placed in chronological order, and missing documents were flagged so they could be obtained.
4. Prepared the case summary. A concise summary of the case file was presented to the finance team as the basis for its response.

Business Impact

Invoice disputes moved more quickly from receipt to response. Finance began each case with the relevant records already gathered and arranged in order, and with any gaps in the documentation clearly marked, rather than spending time searching systems for evidence. Working from a more complete and orderly file reduced errors and delays in dispute handling.

• Faster handling of invoice disputes, from receipt of the record to the response.
• Less effort spent collecting documents from separate systems.
• Fewer errors and delays in the dispute process.
• Responses prepared by the finance team, working from a complete case summary.

Technology Behind the Solution