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How to Dispute an Invoice or Upcoming Charge

Updated

This article explains how to submit, track, and resolve billing disputes for upcoming charges and invoices through the Clipboard web portal.

Submitting a Dispute

If you believe a charge is incorrect or an error appears on an upcoming charge or invoice, you can submit disputes directly through the Clipboard web portal.


Disputing an Upcoming Charge

  1. In the side navigation menu, open the Billing section.
  2. Select Upcoming Charges.
  3. Use the week range navigator at the top to select the billing week you want to review.
  4. The page displays charges organized in collapsible sections:
    • Pending Requests — Extra Time Pay requests awaiting your review.
    • Verified Shifts — shifts confirmed for the selected period.
    • Fees — additional charges such as cancellation or no-show fees.
  5. Select the charge you want to dispute. A detail panel opens on the right (or a bottom sheet on mobile).
  6. Select Dispute to open the dispute form.

The Upcoming Charges page shows the charge totals header, collapsible sections (Pending Requests, Verified
Shifts, Fees), and the week range navigator:

Select a charge to open the detail panel on the right, which shows the shift timeline, charge breakdown, and a
Dispute button at the bottom:

The Dispute dialog, where you can correct hours, rate, contest attendance, add a comment, and upload files:

 

Disputing an Invoice

  1. In the side navigation menu, open the Billing section.
  2. Select Invoice History.
  3. Use the year picker to filter invoices by year.
  4. Select the invoice you want to dispute. A detail panel opens showing the invoice number, period, total, due date, and status.
  5. Select Dispute to open the invoice dispute page, then select Dispute on each line item you want to contest.

The Invoice History page shows all invoices for the selected year, with columns for Invoice number, Period, Due
date, Status, and Total:

Both pages are accessible from the Billing section of the side navigation menu.

 

Dispute Options

Once you open a dispute, you can:

  • Correct the billing rate or shift length. Edit hours (in HH: MM or decimal format, toggleable via the preference menu) and/or the billing rate for each line item.
  • Contest an entire charge. If a worker did not work a shift, check the "This professional did not work" box.
  • Add a comment. A comment is required for each disputed line item.
  • Upload supporting evidence (for example, your time records).
    • Up to 5 files per dispute item.
    • Maximum file size: 10 MB per file.
    • Accepted file types: JPG, JPEG, PNG, PDF, DOCX.

Note: Billing dispute access is limited to users on your account with the Admin, Billing Manager, or Staffing Coordinator role. Users with the Dispute Upcoming Charges or Manage Invoices permission can also access dispute features.

 

Checking Dispute Status

After you submit a dispute, its status appears on the same page where you initiated it — Upcoming Charges or Invoice History.

 

Dispute Statuses

Status Meaning
Pending The dispute has been submitted and is awaiting review.
Accepted The dispute was accepted.
Rejected The dispute was rejected. A reason is provided.
Partially Accepted Some line items were accepted, and others rejected. A reason is provided for each rejected item.

From the Upcoming Charges Page

A Disputed indicator appears on charge rows with a pending dispute. Select the charge to open the detail panel and view the current status.

 

From the Invoice History Page

A View dispute button appears in the invoice detail panel for invoices with an active or resolved dispute. Select it to view the full dispute details, including status per line item, disputed amounts, accepted amounts, and rejection reasons.
After resolution, the status updates with color-coded indicators:

  • Pending — awaiting review.
  • Accepted — appears in green
  • Rejected — appears in red, with a reason provided.

  • Partially Accepted — some items accepted, others rejected.

     

Upcoming Charge Dispute Resolution

  • Accepted (full charge contested): The charge is removed from the Upcoming Charges page and will not appear on the upcoming invoice.
  • Accepted (rate or length correction): The updated billing rate or shift length reflects on the Upcoming Charges page and in the upcoming invoice.
  • Rejected: The charge appears as Rejected on the Upcoming Charges page and remains on the upcoming invoice.

Invoice Dispute Resolution

  • Accepted: The original invoice is voided, and a new version is issued with the accepted corrections. The due date of the new invoice is extended by the number of days between the original issue date and the dispute filing date, up to a maximum of your workplace's net dispute terms (found under Billing > Contract Terms).

Example: Invoice #123-1 is issued on December 1 with a due date of December 31. You file a dispute on December 3 (two days after the issue date). The regenerated invoice #123-2 due date is updated to January 2 (two days after the original due date).

  • Rejected: The original invoice remains intact, and the due date remains unchanged.

The Invoice History detail panel shows former invoice versions when an invoice has been voided and regenerated, so you can track the full billing history.

 

Dispute Processing Time

Disputes are typically processed within one business day of submission.  If you do not receive a response within one business day, contact the Billing team:

 

Dispute Resolution Notifications

The resolution is emailed to the user who filed the dispute.

 

Disputing the Same Charge Twice

The platform does not allow you to dispute the same invoice more than once. For further assistance, contact the Billing team:

 

Still Have Questions?

If you need help navigating the app or have questions about any feature, contact support: