The Matrix
One of the services we provide our clients is invoice clearing and issue resolution. We review the invoices our clients receive from their suppliers and make sure they’re correct. If they’re not correct, we get the problems fixed.
When one of our associates emailed our client letting her know the invoice issue was being forwarded to me, our client responded saying, “I’m glad I’m not the only one they are not getting back to. It is getting very frustrating. Makes me want to climb through the phone, update/correct the records in their system, and go on merrily about my business.” (Does this sound like a movie you saw in 1999?)
It is all too common for invoice issues to drag out for months and months, which is unacceptable for our clients, so we have developed systems for getting timely resolutions. If you’ve been having a hard time getting invoice issues resolved, here are a couple of things to try:
- Make sure the communication with the supplier is as clear as possible - and, written communication (email or fax) is the best. Let the supplier know exactly what you want to have happen. Include copies of the incorrect invoices in your correspondence.
- Don’t give up! All too often, I get a response after several attempts with something like, “Somehow this slipped by me”, “For some reason, I didn’t get your previous email”, or even, “The person you’ve been emailing no longer works here”. Understand that it can take time for your suppliers to sort out billing problems, but they should stay in contact with you throughout the process. In order to keep your problem on their ‘front burner’, you need to consistently follow up with them.
- Escalate the issue. If you’re not getting a response from the contact you currently have, find out who the supervisor is. If you have a written record of your requests, it will be easy to bring the new contact up to speed.
