Dispute Help

Overview

If you have questions about charges on your invoice or believe there’s been a billing error, EFS has a clear process for addressing your concerns. This guide explains how to dispute charges, what information you need, and how disputes are resolved.

When to Dispute a Charge

Valid Reasons for Disputes

You should submit a dispute if:

• You were charged for services you didn’t request
• You were charged at incorrect rates (different from your MSA/PFS)
• A charge appears duplicated
• You were billed for inventory you didn’t send
• Order fulfillment errors resulted in incorrect charges
• Non-compliance fees were assessed but requirements were met

Questions vs. Disputes

Questions about charges (not disputes):

• “What is this charge for?”
• “Why did my costs increase this week?”
• “How is this fee calculated?”

For questions: Review your invoice details in the FCP first, then contact Customer Service via Zendesk if you need clarification.

Disputes claim an error was made and request correction or refund.

Dispute Timeline Requirements

30-Day Window

All disputes must be filed within 30 days of the invoice date.

After 30 days, charges are considered accepted and cannot be disputed.

Why this matters:

• Invoice date: November 19, 2025
• Dispute deadline: December 19, 2025
• After December 19: Charges cannot be disputed

Best practice: Review invoices weekly when they’re generated to identify issues quickly.

Service Error Claims

For service errors (misdirected shipments, pick/pack errors, receiving errors, etc.):

• Must be reported within 30 days of discovery
• One request per claim (single contact with Customer Service)
• Documentation required

See the Master Services Agreement for complete service error liability terms.

How to Submit a Dispute

Step 1: Gather Documentation

Before submitting your dispute, collect:

For All Disputes:

• Invoice number and date
• Specific line item(s) in question
• What you believe is incorrect
• What you believe the correct charge should be

Additional Documentation May Include:

• Your Pricing for Services (PFS) sheet showing correct rates
• ASN confirmation showing what was sent
• Packing lists from your inventory shipment
• Order confirmations or details
• Screenshots from your Fulfillment Control Panel
• Previous invoices for comparison
• Communication with EFS about the service in question

Step 2: Submit via Zendesk

Create a support ticket:

1. Log into the Zendesk Support System
2. Click “Submit a Request”
3. Subject line: “BILLING DISPUTE – Invoice #[number] – [brief description]”
• Example: “BILLING DISPUTE – Invoice #12345 – Incorrect Storage Count”
4. In the ticket description, include:
• Invoice number and date
• Specific charges you’re disputing
• Explanation of why you believe the charge is incorrect
• What you believe the correct charge should be
• All supporting documentation (attached)

Step 3: Wait for Review

Response timeline:

• Initial response: Within 2-3 business days
• Resolution: Varies based on complexity (typically 5-10 business days)

What happens during review:

• EFS reviews your documentation
• Staff investigates the charges in question
• May request additional information from you
• Verifies against warehouse records, system logs, and agreements

You will be notified via the Zendesk ticket of:

• Whether your dispute is approved or denied
• Explanation of the decision
• Any credits that will be applied
• Any additional information needed

Types of Common Disputes

Incorrect Quantities

Example: Charged for 100 labels but only 75 were applied

Required documentation:

• Invoice showing charge for 100
• Evidence of actual quantity (receiving report, SKU counts, etc.)

Resolution process:

• EFS reviews warehouse records
• Verifies actual quantity used
• Credits difference if error confirmed

Wrong Rate Charged

Example: Charged standard rate but have custom pricing agreement

Required documentation:

• Invoice showing charge at standard rate
• Your PFS showing custom rate
• Specific line items affected

Resolution process:

• EFS verifies your pricing agreement
• Recalculates at correct rate
• Credits difference if error confirmed

Services Not Requested

Example: Charged for kitting service you didn’t request

Required documentation:

• Invoice showing the charge
• Communication records (if any)
• Explanation of what you actually requested

Resolution process:

• EFS reviews work orders and communications
• Verifies whether service was performed
• Credits charge if service wasn’t authorized

Non-Compliance Fee Disputes

Example: Charged missing ASN fee but ASN was submitted

Required documentation:

• Invoice showing non-compliance charge
• Proof ASN was submitted (confirmation email, screenshot)
• Date/time ASN was submitted
• Shipment tracking information

Resolution process:

• EFS checks ASN submission records
• Verifies timing relative to shipment arrival
• Credits fee if requirements were properly met

Order Fulfillment Errors

Example: Wrong item shipped, resulted in return and reshipment charges

Required documentation:

• Original order number
• Description of error
• Invoice showing charges
• Customer communication (if relevant)

Resolution process:

• EFS reviews pick/pack records
• Verifies error occurred
• Applies credit within service error liability limits
• See MSA for complete liability terms

Dispute Resolution Outcomes

Dispute Approved

If your dispute is approved:

You will receive:

• Confirmation via Zendesk ticket
• Explanation of the error
• Credit amount to be applied

Credit application:

• Credits appear on your next invoice
• Listed as: “Credit – Invoice #[original] – [description]”
• Reduces amount due on next payment

Example credit line:

Credit – Invoice #12345 – Duplicate Order Charge = -$15.45

Dispute Denied

If your dispute is denied:

You will receive:

• Explanation via Zendesk ticket
• Reason why charges are correct
• Supporting documentation or policy references
• Original charges remain on invoice

If you disagree with the decision:

• You may provide additional documentation
• Request escalation to management review
• Continue discussion via the same Zendesk ticket

Partial Approval

Sometimes disputes are partially approved:

Example:

• You disputed $100 in charges
• EFS confirms $60 was incorrect
• You receive $60 credit
• Remaining $40 in charges stands

You’ll receive explanation of which charges were corrected and which were validated as correct.

Special Circumstances

Late Payment & Disputes

If you have a dispute but payment is due:

You must still pay the undisputed portion of your invoice on time.

Options:

1. Pay full invoice, receive credit if dispute approved
2. Pay undisputed amount, note dispute in payment communication
3. Contact the Accounting Department immediately to discuss payment arrangement

Not recommended: Withholding full payment due to disputed charge may result in account being placed on hold.

Service Error Claims

For operational errors (wrong items shipped, receiving errors, etc.):

EFS liability is limited:

• $100 per claim maximum
• $1,000 per year maximum regardless of claims filed
• See Master Services Agreement Section 3 for complete terms

Claims process:

• Submit via Zendesk within 30 days of discovery
• Provide documentation supporting claim
• One request per claim (single contact)
• EFS may withhold compensation if you have outstanding unpaid invoices

Chargebacks

Do NOT initiate credit card chargebacks without contacting EFS first.

Consequences of chargebacks:

• Service suspension
• Chargeback processing fees assessed to your account
• Potential termination of services
• Legal action for disputed amounts

Proper process:

1. Submit dispute via Zendesk
2. Work through resolution process
3. Escalate if necessary
4. Allow reasonable time for resolution

Escalation Process

If Initial Resolution Is Unsatisfactory

Step 1: Request Escalation

• Reply to your existing Zendesk ticket
• State: “I would like to escalate this dispute”
• Explain why you believe the resolution is incorrect
• Provide any additional documentation

Step 2: Management Review

• Client Care Manager reviews the dispute
• Reviews all documentation and prior decisions
• May request additional information
• Provides final decision

Step 3: Executive Review (if needed)

• For significant disputes or ongoing concerns
• Contact Client Care Manager
• Linda Sorna: (231) 276-5057 x207
• Provide complete dispute history and documentation this will be reviewed by Linda and Steve Bulger, president.

Preventing Disputes

Review Invoices Promptly

Every Tuesday when invoices are generated:

• Download and review in your FCP
• Check line items against expected charges
• Compare to previous weeks for unusual changes
• Verify quantities and rates

Early detection allows you to:

• Dispute within 30-day window
• Correct ongoing issues quickly
• Avoid repeated incorrect charges

Understand Your Pricing

Know what you should be charged:

• Keep your MSA and PFS accessible
• Understand your storage rate tier
• Know your custom pricing (if applicable)
• Review official pricing pages for standard rates

Communicate Clearly

Before services are performed:

• Request quotes for special services
• Confirm pricing for large projects
• Get approval before proceeding
• Document agreements in Zendesk

During operations:

• Follow receiving requirements
• Provide complete documentation
• Communicate changes or special needs
• Keep contact information current

Monitor Your Account

Regular monitoring helps catch issues:

• Run weekly invoice reports
• Track month-over-month costs
• Set up alerts for unusual charges
• Review storage and order patterns

Common Dispute Questions

How long does dispute resolution take?

• Simple disputes (clear documentation): 5-7 business days
• Complex disputes (investigation required): 10-15 business days
• Escalated disputes: Up to 30 days

What if I miss the 30-day deadline?

Charges become final after 30 days. In exceptional circumstances, contact your Client Care Account Specialist to discuss, but there’s no guarantee late disputes will be reviewed.

Can I dispute charges from several invoices at once?

Yes, but create separate tickets for each invoice to keep documentation organized. Reference related tickets if disputes are connected.

What if I’m disputing charges while my account has unpaid invoices?

EFS may withhold resolution or credits until outstanding invoices are paid. Payment issues and dispute resolution are handled separately.

Will disputes affect my service?

Legitimate disputes do not affect service. However, unpaid invoices due to disputes may result in service suspension.

What if the same error keeps happening?

Document the pattern and request escalation. Recurring errors should be addressed at the operational level, not just through billing adjustments.

Best Practices

✅ DO:

• Review invoices weekly when they arrive
• Submit disputes promptly (don’t wait until day 30)
• Provide complete documentation with your dispute
• Be specific about what you’re disputing
• Maintain professional communication
• Keep records of all disputes and resolutions
• Pay undisputed amounts on time

❌ DON’T:

• Wait until the last minute to dispute
• Submit vague complaints without documentation
• Initiate credit card chargebacks
• Withhold payment for entire invoice due to one disputed charge
• Ignore invoice review because “it’s probably right”
• Submit duplicate tickets for the same issue
• Dispute charges you simply don’t like vs. actual errors

Contact Information

For Billing Disputes:

• Submit via Zendesk Support System
• Category: Billing/Invoice Question

For Escalations:

• Client Care Manager (via Zendesk)
• Linda Sorna, (231) 276-5057 x207

For General Billing Questions:

• Your Client Care Account Specialist
• Customer Service via Zendesk