Write off a disputed amount

Sometimes a disputed amount will not be paid and is not worth chasing. Writing it off closes the dispute with a Books credit note marked as a write-off. Your organisation decides whether a write-off needs someone's approval first.

Before you start

• You need Collections: write off a disputed amount and, in Books, Manage sales documents and payments. Without the write-off right, Written off is not offered.
• To require approval, a manager sets a limit first (see below, and set approval limits).

Set a limit for write-offs (managers)

1. Open Collections → Collections settings. The line at the top says Write-offs need no approval until you set a limit for them: and links to Approval limits.
2. Select Approval limits. It opens Studio → Approval limits with a new limit.
3. In What to watch, choose Write-off, give it a Label in English (and in Arabic if you like) and select Continue.
4. Set Needs approval when the amount is above your limit, choose Who approves and a Deadline (hours).
5. Leave Rule on ticked and select Save draft, then Publish the draft. Until it is published, only you see it.

Steps

1. Open the dispute from Collections → Disputes or from the customer's case.
2. In How it ends, choose Written off.
3. Type the Amount to write off, if less than the whole disputed amount.
4. Type a Note saying why.
5. Select Resolve.
6. If the amount needs approval, the page says This waits for an approval first. It is in the approvals inbox. Nothing is written off yet.
7. When the request is approved, open the dispute again and select Resolve once more with the same amount. The write-off goes through.

Good to know

• No limit, no approval. Until a limit exists, anyone with the write-off right writes off at once. No default limit is set for you.
• Approval rules. On every plan you can also give Write-off of a disputed amount a deadline, a limit and approvers in Settings → Workflows under Approval rules (see set approval deadlines and escalation).
• Never your own. The person who asks can never approve their own write-off. See approve or decline requests.
• One request. Asking again for the same dispute and amount finds the same request; a different amount starts a new one.
• In the books. A write-off is a Books credit note against the disputed invoices, so the invoices close and the amount shows in Written off in the Collections reports.