A suggested fix for every customer dispute
When a customer disputes an invoice, Kinnow suggests a refund, credit note or escalation for a person to review.
Live in partWhat does Dispute Resolution Agent do? Every dispute gets the same first suggestion for its type, and a person writes every answer.
How it works
Kinnow looks at the type of dispute and the amount in dispute. Item not received or wrong item suggests a refund; wrong amount or quality suggests a credit note; anything unclear is passed to a person. The suggestion appears beside the dispute. Nothing is sent or refunded until a person writes the answer and presses Resolve.
Nothing is sent or refunded until a person writes the answer and presses Resolve.
Step by step
- The customer raises a dispute in their portal. They pick the invoice and the type: item not received, wrong item, wrong amount, quality, or other. They describe it, give the amount in dispute and can add evidence.
- It lands in your queue. Disputes appear under Sell, in the Customer portal, with the invoice, what the customer said, the amount and when it was raised.
- Your team asks for a suggestion. Pressing "Suggest a resolution" makes Kinnow look at the type of the dispute and the amount in dispute.
- Kinnow proposes an action. The type of dispute decides it, from a fixed table. The proposed amount is the amount the customer disputed.
- A person writes the answer. The suggestion is only that. Nothing is sent or refunded until your team writes the answer and presses Resolve.
- The dispute is closed with your answer. The customer sees the answer you wrote. Any refund or credit note is then raised by a person on the usual screens.
Ask us to run last quarter's customer disputes through this and compare the suggestions.
What Kinnow suggests first
| Type of dispute | First suggestion |
|---|---|
| Item not received | Refund |
| Wrong item | Refund |
| Wrong amount | Credit note |
| Quality | Credit note |
| Anything else, or a type Kinnow does not recognise | Escalate to a person |
Because the suggestion comes from a fixed table, a quality complaint is never turned into a refund by guesswork. Your team still decides the actual answer.
What you see on screen
| On the screen | What it shows |
|---|---|
| The disputes list | Invoice, type, amount disputed, who raised it, when, and status. |
| One dispute | What they said, evidence, your answer and who answered it. |
| Suggest a resolution | The button that asks for a suggestion. If it fails, the screen says "Couldn't get a suggestion right now". |
| Resolve | Your answer box. The note under the suggestion reads "A suggestion only: nothing is sent or refunded until you write the answer below and press Resolve". |
Who uses it
- Customer service or accounts executive: works the queue and asks for suggestions.
- Sales head or finance head: decides on refunds and credit notes.
- Customers: raise disputes and read your answers from their portal.
See a customer dispute handled from portal to answer.
Related
- The customer's side: a branded self-service portal.
- Invoices and credit notes: Sell.
- Overdue amounts: Collections agent.
Questions
What is Dispute Resolution Agent in Kinnow?
When a customer disputes an invoice, Kinnow suggests a refund, credit note or escalation for a person to review.
What changes for the business?
Every dispute gets the same first suggestion for its type, and a person writes every answer.
Is it available today?
It is live in part: the core is built and parts are completing with early customers.
Does it refund customers on its own?
No. It suggests an action. Nothing is sent or refunded until a person writes the answer and presses Resolve, and any refund or credit note is raised by a person.
What happens if the dispute does not fit a type?
Kinnow suggests passing it to a person. It never picks a money action for a dispute it does not recognise.
More in the AI agents that do the work
Claim every rupee of GST input credit
Purchase bills are matched against your GSTR-2B file from the GST portal; your team only handles the exceptions.
AI agents that do the work · Collections AgentOverdue invoices chased for you, politely
Overdue customers get reminders that grow firmer as days pass, each one drafted for a person to approve before it goes out.
AI agents that do the work · GatherForms for applications, surveys and sign-offs
Collect applications, data, anonymous feedback or sign-offs, each with its own AI helper and privacy rules.
AI agents that do the work · Close Checklist agent + 12-gate period closeMonth-end close that runs itself
Kinnow runs the month-end checks, plans the fixes for what fails and hands you one close pack. A person closes the month.
AI agents that do the work · Agent runsAI work you can check and approve
Each agent task has a Show me why view and shows its confidence where the agent recorded one; you approve it, reject it, or note that it looks wrong.
Tell Kinnow what slows you down.
Answer three questions. Get the applications, the agents and a two-week plan for your business.