A client has a question about the bill

Record what is being discussed

Write a neutral summary of the specific issue: an amount that does not match an agreement, an unclear invoice item or a delivery question. Keep the original documents and correspondence in your normal records. The invoice note should provide enough context for the next conversation without becoming a store for unnecessary personal information.

Place the invoice on hold

Set the invoice to Disputed so it is excluded from the ordinary reminder workflow. Review the dispute queue separately from overdue balances. This status pauses the routine in DueSparrow; it does not settle the issue or change the amount in your accounting system.

Agree on the next useful action

Identify what information is needed and who will provide it. You may need to locate the approved scope, explain a line item or clarify the client’s concern. Record the contact and a date to review progress. Keep the discussion factual and focused on resolving the stated issue.

• The specific point in question
• The information or decision still needed
• The person responsible for the next step
• The date to check progress

Resume from the resolved position

When the issue is resolved, check the current invoice amount and receipts in your accounting records. Update the DueSparrow record to match, including any agreed payment timing. Only then return the invoice to the appropriate follow-up state and prepare a message based on the updated balance.