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General Accounting Office Accounts Payable
Texas State General Accounting Office Accounts Payable Resources Disputing an Invoice

Disputing an Invoice

Overview

If the accuracy, completeness, or quality of goods or services billed on an invoice is in question, a dispute can be initiated with the vendor. A dispute is defined as any discrepancy showing something might not be true or accurate with the invoice or billing document. A dispute may result in delay of payment depending on the response time from the vendor.

Departments cannot alter or change vendor invoice data (except for taxes and tips). This includes disputed amounts on invoices. A revised invoice or credit memo is required from the vendor for billing corrections.

Notifying the Vendor

The vendor must be notified in writing within 21 calendar days from the date Texas State first received the invoice. If you fail to notify the vendor in a timely manner, the vendor may not honor the dispute and the invoice will be subject to interest.

  • Send an email notice of dispute to the vendor. State in the email that the invoice in question is being rejected for the following reason(s) and be clear in your explanation of the reason for the dispute.
  • Include the invoice as an attachment to the email.
  • Retain both the email communication and the invoice until the dispute has been resolved.
  • The vendor may also be notified over the phone, which will stop the 30-day processing time. If communication is over the phone, you must document the date you spoke with the vendor, the telephone number, the person’s name, their title, and what was discussed or agreed to.

If an Accounts Payable (AP) staff member originally sent the invoice to the department, all dispute correspondence must be sent to that person in order to attach it to the invoice.

Resolution of a Dispute

The dispute resolution must be provided to AP by the person who initiated the dispute.

If the vendor was wrong:

  • Wait for the new/revised invoice.
  • The baseline date will be the date the new/revised invoice is first received.
  • The new invoice should indicate that it is a “Revised” invoice by the vendor or the department resubmitting the invoice. Be sure to date stamp or note the date the revised invoice was received.
  • Email the original invoice number, dispute email chain, resolution email, revised (corrected) invoice and any other supporting documentation to AP at payables@txstate.edu. If the invoice was sent from an AP staff member, the dispute and resolution information should be emailed to them. Either way, this communication should be promptly sent to AP once the dispute has been resolved so the payment process can be completed.  

If the department is in error:      

  • The baseline date will be the latter of the original invoice received date or the goods/services received date.
  • Email the dispute email chain and any other supporting documentation to AP to be attached to the invoice.
  • Depending on the length of time it took to resolve the dispute, interest may be due to the vendor.

For questions, please contact Accounts Payable at (512) 245-2777 or payables@txstate.edu.