Hi @MH
Andre it is CSR not CLR as MH mentioned, I hope the right forum would be for this either Finance or CE.
But based on the business situation below :
The customer paid the invoice in full, and company already settled the payment.
Later, the customer claims they were billed incorrectly.
Now MH Organisation need to log a formal case, associate it with the original invoice, and assign it to a CSR for investigation/resolution.
Step-by-Step Process
1. Create a New Case
Path: Go to Accounts receivable > Customers > All customers.
Select the customer (XYZ) from the list.
In the Action Pane, go to Case management > New case.
Fill in the following fields:
Case category: “Billing Dispute” or “Invoice Correction”.
Case title: “Incorrect Billing – Invoice XXXX”.
Origin: “Email” (if reported via email).
Description: Add the customer’s comments or attach the email.
Responsible party: Assign the CSR or CSR group.
Priority: Set to High if financial impact exists.
Make sure you’ve enabled Case management parameters under Organization administration > Setup > Case management parameters.
2. Link the Case to the Original Invoice
In the Case form, open the Related records FastTab
Click Add > Customer transaction.
Use the lookup to select the invoice number in question (even though it’s closed).
Save the record — now your case is formally linked to the specific invoice.
3. Assign and Track the Case
From the General tab, set:
Assigned to: specific CSR or queue.
Due date: according to your SLA (e.g., 5 business days).
4. CSR Resolution Steps
CSR reviews the invoice details, identifies the error, and determines corrective action:
If a credit is needed: Create a Credit note (Sales > Free text credit note or via Sales order return).
If a re-invoice is needed: Issue a corrected invoice.
Update the Case status → Resolved once action is completed.
