Disputes, reconciliation and billing cycles

Buyer disputes

A buyer can dispute a call from Your calls in their portal: they pick what was wrong (duplicate caller, outside their area, did not qualify, no buying intent, too short, bad transfer, other) and can add details. Only calls they were charged for can be disputed, and only inside the buyer's dispute window (30 days by default; set it on the buyer, 0 turns portal disputes off).

Your team can also open a dispute on any completed call from the Calls page.

Deciding a dispute

Open Disputes. Each row shows the call, buyer, publisher, the reason, what the buyer was charged and what the publisher is owed. Use Trace to see everything that happened to the call (and the recording), then Decide:

• Accept: credit the buyer the full charge.
• Partial credit: credit the amount you choose.
• Reject: the charge stands.

When you accept or give a partial credit you can also take the payout back from the publisher, in full or a set amount. Every decision is written to the ledger as an adjustment on the call, so the call's revenue and payout, the reports, and the next invoice and statement all reflect it. The buyer sees the outcome in their portal.

Reconciling against a buyer's report

Buyers often send their own export at the end of a period. Open Reconcile, choose the buyer and dates, and upload their CSV. We read the columns by name (call id, caller / phone / ANI, date / time, amount / payout / revenue) and match each row to our calls: by call ID when they carry ours, otherwise by caller number and the nearest call within 12 hours.

You get four lists: amounts differ, all matched, only ours (calls we charged that the buyer does not have) and only theirs (rows we cannot find). Nothing is saved; it is a check before an invoice goes out or a payment is chased.

Billing cycles and printable invoices

Each buyer and publisher has its own cycle: weekly (Monday to Monday, UTC), half month (1st to 16th, 16th to 1st) or monthly. Statements and invoices are built automatically the day after a period closes, emailed to the contact address with a CSV, and listed under Billing.

Print / PDF opens a clean copy of any statement or invoice to print or save as PDF. Buyers and publishers can do the same from their portals.