Aston AI:
Software for managing customer disputes

Every company faced with late payments knows that a large proportion of collection failures stem from one key element: unresolved customer disputes.
With Aston AI, you benefit from a comprehensive, collaborative dispute management module, natively integrated into your collection platform.

Key features of the Litigation module

1.instant invoice dispute

Automatic exclusion of dunning notices
Time-stamping and immediate workflow

2. Customizable categorization of disputes

Non-conforming product, billing error, service delay…
Statistical analysis of recurring causes

3. Automatic scenarios are available for NDR litigation and contentious.

Stops unsuitable relaunches
Automatic reinstatement once the dispute has been resolved

4. Centralized timeline

Complete traceability of the handling of each dispute

5. Interactive customer portal

Declaration of dispute by the customer
Add receipts, online tracking, direct dialogue

6. Indicators integrated into your KPIs

Amount in dispute, average time to resolution, recurrence rate

Example: A dispute over an invoice for €8,200

The manager places the invoice in dispute

The invoice is excluded from dunning notices

Sales and marketing staff take part in the workflow

The support encloses a credit note

The dispute is closed → dunning automatically restarted

Concrete benefits

50% less processing time

+30% more disputes resolved in less than 10 days

DSO reduced by up to -15

Preserved customer relations

Aston AI vs. conventional tools

1 Automatic suspension of reminders

Aston AI As soon as an invoice is in dispute, it is automatically removed from the dunning list to avoid irritating the customer.
Conventional tools: you have to manage this manually, with the risk of sending unsuitable reminders.

2. Multi-profile collaborative workflow

Aston AI : each department (sales, sales, support) can intervene in the dispute, with notifications and shared follow-up.
Conventional tools: everyone manages on their own via e-mail or Excel files, which wastes time and information.

3.timeline and history of the dispute

Aston AI All actions (comments, documents, validations) are centralized in a timeline.
Classic tools: no clear traceability, history easily lost.

4. Customer declaration via portal

Aston AI Aston AI: customers can declare a dispute online, attach supporting documents and track their case.
Conventional tools: customers have to contact us by email or telephone, which complicates and slows down processing.

5. Follow-up in KPIs

Aston AI Aston AI: ability to measure the number of disputes, the amounts involved and the average resolution time.
Conventional tools: no consolidated data, impossible to manage performance effectively.

All you need to know about customer dispute management and its impact on financial performance

Managing customer disputes or customer complaints, resolving billing disputes and handling commercial disputes are key stages in the Order-to-Cash cycle. Poorly tracked or documented, disputes can slow down collections, impact cash flow, increase DSO (Days Sales Outstanding), and damage customer relations. For companies, having effective, automated dispute management software has become a real performance driver.

Why do customer disputes slow down collections?

A customer dispute is a disagreement about an invoice or service: non-compliant product, pricing error, double invoicing, contractual discount forgotten, etc. Each dispute pauses the payment process and may require several exchanges to resolve. Each dispute pauses the payment process and may require several exchanges to be resolved. Without a structuring tool, these situations are often poorly tracked, forgotten or not traced. On average, an unresolved dispute can delay collection by a further 30 to 60 days, and result in a loss of customer confidence.

Litigation management software: why bother?

A dedicated tool like Aston AI Cash Collection allows you to :

Centralize all disputes in a single interface.
Automatically assign a handler for processing.
Suspension of automated reminders on disputed invoices.
Create payment schedules or promises of payment linked to the dispute.
Record all actions and exchanges in a complete timeline.
Update cash flow forecasts in real time.

By digitizing the management of customer disputes, companies gain in responsiveness and traceability,
and reduce the risk of errors or double processing.

What impact on DSO and cash flow?

DSO (Days Sales Outstanding) is often penalized by disputes. By quickly identifying recurring causes (delivery problems, invoicing errors, etc.), a company can implement corrective actions upstream and achieve lasting improvements in payment times.
Studies show that companies equipped with collection software including a dispute module can reduce their DSO by 5 to 15 days.

Dispute management aligned with customer satisfaction

Managing disputes doesn’t just mean collecting faster: it also means protecting the business relationship. By dealing with complaints quickly, communicating proactively, and providing clear solutions (deadlines, credit notes, etc.), the company builds trust with its customers. A customer who is well listened to and well supported in the resolution of a dispute is more loyal and less susceptible to competing actions.

In Aston AI Cash Collection, here are some examples of dispute management procedures to follow:

How do I report a dispute?

From the list of your customer’s open parts, tick the part(s) for which you wish to
to declare a dispute.
1. Click on the “Modify selection” button, which becomes accessible. This opens a pop-up window.
2. In this window, select the “Litigation (LTG)” dunning level from the drop-down list.
3. An additional line appears in the pop-up window, allowing you to specify the reason for the
dispute.
4. Enter the reason for dispute in the field provided.
5. Validate and save the modification using the appropriate button.

How can I customize the grounds for dispute?

Unlike standard credit management software on the market, which doesn’t allow you to customize disputes, you can customize your dispute categories in Aston AI ‘s collection software!
By default, the software proposes a dispute qualification. Bonus: you can modify existing wordings or add new grounds for dispute via a menu dedicated to setting up grounds for dispute and litigation! To do this, click on the ” Add a reason for dispute” button, enter the desired wording, which will be displayed on the various screens of the platform, then validate the operation. You can also delete a reason for dispute that you no longer wish to use by using the recycle garbage can icon.
You can set up to 50 personalized reasons for dispute or litigation.

When a reason is deleted, the documents declared with this reason will retain this information until the dispute is modified or closed.
This pattern can be reactivated in the settings menu.

This customization makes it possible to adapt reasons to your company’s specific needs, and to display them in account statements and clip feeds with the “Communication” option checked for the reason. To sum up, yes, you can customize the reasons for dispute in the application via the dedicated settings menu, with complete management of additions, modifications and deletions, impacting all users of the platform.