Viewing Dispute History

The View Dispute History page displays a list of submitted disputes and their status. Authorized users can view the dispute history for all company accounts or selected accounts.

Note: Mobile Svc service users can view the Dispute History page, but no Mobile Svc service account information will be displayed.

For disputes entered without first selecting specific charges in eBill, the information displayed is identical to that entered by the user.

Attachments submitted with disputes are available for one week after the dispute is completed.

You can filter the parameters to narrow the scope of the data displayed.

To view the dispute history:

On the main menu bar, from the Disputes & Inquiries menu, select View Dispute History. The View Dispute History page is displayed.

If you want to display specific dispute type, tracking number, status, dispute reason, or dates, click any link above the list. The Dispute History Selection filter page is displayed. Otherwise, skip to step 10.
From the Dispute Type dropdown list, select Billing Dispute for disputes associated with charges, Other Inquiries for disputes not associated with charges or All for all disputes and inquiries.

Note: The selected dispute type determines the other available filter criteria.

If you want to display a dispute by tracking number, in the Tracking Number field, type the number.
If you want to display disputes by status, from the Status dropdown list, select the status.

Note: Status definitions are as follows:

· Open – Client Action Required statuses:

o Client – Waiting for Acceptance to Close - An offer to close the dispute has been proposed.

o Client – Review Proposed Resolution - A solution to the dispute has been proposed.

o Client – More information required – More information from the client is required to process the dispute.

· Open AT&T statuses:

o AT&T - Received- The Submit button has been pressed and a tracking number received.

o AT&T - In Progress - The dispute is assigned and under investigation.

o AT&T - Issued - The dispute is Approved or customer credit has been given.

o AT&T - More Information Received from Client – The dispute is assigned and under investigation.

o AT&T – Adjustment in Progress – The adjustment is in progress.

o AT&T – Pending Review of Next Bill – Next bill must be reviewed in order to complete the dispute.

o AT&T – Resolution Reviewed by Client and Concurred – Concur action has been received.

o AT&T – Resolution Reviewed by Client and Non-Concurred – Explanation/reason for client non-concurrence is required.

o AT&T – Waiting for Acceptance to Close and Concurred – Waiting for response from client in order to close. The Concur/Non-Concur radio buttons are disabled.

o AT&T – Waiting for Acceptance to Close and Non-Concurred - Explanation/reason for client non-concurrence is required. The Concur/Non-Concur radio buttons are disabled.

o AT&T – Concurred by Exception - The dispute has been concurred outside of the system.

· Complete statuses:

o AT&T - Complete - All dispute components are closed, including rejected disputes.

o AT&T – Closed – All dispute components are closed.

o AT&T – Cancelled – The inquiry or dispute ticket has been cancelled.

o AT&T – Unable to Complete – Cannot complete the dispute.

If you want to display disputes by reason, from the Dispute Reason dropdown list, select the reason.

If you want to filter the list by start date, click the From Date calendar button and select the start date in the calendar.
If you want to filter the list by end date, click the To Date calendar button and select the end date in the calendar.
Click Apply Selection. The View Dispute History page is redisplayed, showing the details you requested.
If you want to view or update the details of a specific dispute:

Note: If you do not have editing rights for the dispute, you can only view the dispute details.

In the Tracking Number column, click the appropriate link. The View Details or Edit Details page is displayed.
If you have view-only rights and want to view a dispute attachment, click the attachment file name link. If you want to save the attachment, right-click the attachment file name link and select Save Target As.
Click Close to close this page.

If you want to sort the list according to data in a specific column, click the column name. The data in the list is sorted accordingly, and an arrow next to the column name displays the sort order (ascending or descending). To reverse the sort order, click the column name again.