Billing disputes · Order-to-Cash
Workflow map
Documented flow vs. real flow — including invisible work and exception branches
WORKFLOW MAP — BILLING DISPUTES
1
Invoice issuedObserved
System path
Billing system generates invoice, but rate card mismatches occur in 18% of complex contracts.
2
Customer dispute raisedException
Exception branch
Customer emails or calls — no structured intake. Dispute lands in individual inboxes.
3
Internal investigationHuman-held
Invisible work
Finance analyst cross-references contract, CRM notes, and prior correspondence manually.
4
Credit or adjustment decisionCheckpoint
Governance boundary
Manager approval required but often given verbally or via chat with no system record.
5
Resolution & rebillMappable
Downstream impact
Credit note issued but root cause not fed back into contract master data or billing setup.
STEP TYPES:
ObservedExceptionHuman-heldCheckpointMappable