Use this article to respond to a Billie dispute in the Kustom Portal. Billie is a B2B (business to business) invoice payment method, and a Billie dispute happens when a business customer contests an invoice through Billie.
For what applies to every dispute regardless of payment method, see What are disputes.
What happens during a Billie dispute
When a customer files a dispute through Billie, Kustom places a temporary hold on the disputed amount until the Billie dispute is resolved. If you win, the amount is released to you. If you lose, the amount is not paid out to you.
Common reasons for Billie disputes
Goods not received. The order was not delivered, or only partly delivered.
Returns. The customer returned some or all of the items.
Incorrect invoice. The invoice has issues such as missing items or a discount that was not applied.
Faulty goods. The items were damaged, incomplete or had quality problems.
Already paid. The customer says the invoice was already paid, either to Billie or directly to you.
Unauthorized order. The order was not approved by the customer's company.
How to respond to a Billie dispute
To challenge a Billie dispute, submit evidence in the Kustom Portal that proves the order was fulfilled correctly. Submit your evidence within 12 calendar days of the dispute opening.
Relevant evidence for a Billie dispute includes:
Shipping details. The tracking ID and shipping date.
Proof of fulfilment. Proof of delivery or confirmation that the service was provided.
Proof of purchase for digital items. For example an IP address or email receipt.
Proof of purchase for physical goods or services. For example a phone number or signed receipt.
Refund confirmation. If the order was already refunded.
Be as specific and detailed as possible, and use the information from the customer's checkout to support your case. For general evidence guidelines, see Evidence guidelines for every dispute.
Key reminders for Billie disputes
You only get one chance to respond to a Billie dispute. No further responses are allowed.
If you miss the 12 day deadline, the dispute is automatically lost.
All dispute outcomes are final.
Important: Kustom does not decide the outcome of a Billie dispute. Billie reviews your evidence and makes the decision.