Your client claims your team overcharged on their invoice. How do you handle the accusation effectively?

Lograr comunicar al cliente de fomra clara y precisa acerca de un compromiso por reolver el problema de forma inmediata, revisar la factura emitida, datos fiscales, montos, IVA y la documentación relacionada para verificar la exactitud, así como una comunicación abierta y que el cliente se sienta escuchado y valorado durante todo el proceso.

Begin by acknowledging the client's concern and express your commitment to resolving the issue. Review the invoice and related documentation to verify accuracy. Compare the charges against the agreed contract terms. If an error is found, promptly correct it and issue a revised invoice or refund the excess amount. If the charges are accurate, provide a clear explanation and documentation to justify the costs. Maintain open communication and ensure the client feels heard and valued throughout the process.

O primeiro grande passo é entender a acusação e não apenas ouvi-la. Depois, apuração dos fatos internamente e dar um feedback ao cliente de forma clara e gentil. Caso a cobrança, seja, de fato indevida, um pedido de desculpas e, quem sabe, um desconto em uma proxima venda! Afinal, imprevistos acontecem.

1.Stay Calm 2.Listen & understand to your client 3.Review Records 4.Communicate Clearly 5.Offer Solutions 6.Document Changes 7.Follow Ups

If an overcharge occurs, offer a refund, credit, or discount as appropriate. If the charges are correct but the client remains dissatisfied, consider negotiating a partial discount or payment plan as a goodwill gesture.

When this issue is raised by customer, we acknowledge the concern and would advise them that we'll check our records, commit an estimated timeline to resolve especially if the concern warrants a detailed checking. We always go back to the terms and conditions of the contract, check and verify with concerned departments for possible special arrangements that were not cascaded to the billing team. If all is verified, then we go back to the customer for adjustments.

Es importante no dar por hecho solo tu pensamiento o el de la otra parte cuando nos encontramos frente a un problema. Gracias a todas las herramientas y sistemas tecnológicos que tenemos a día de hoy, nos permiten poder controlar y comprobar una cantidad enorme de cosas, por lo que hay que asegurarse de la situación y, en función de lo que veamos, tomar decisiones.

Agora que o cliente esta ciente do seu comprometimento, faz se necessário uma investigação a fim de entender a questão: - Analise o contrato, veja a clausula de pagamentos e ajustes. -Analise o histórico de pagamentos; -Analise a fatura, procure o requerente para entender mais a fundo. -Analise se a PO.

Review the client’s invoice and compare it with the agreed-upon terms, services provided, and payment records. Involve your finance or billing team to ensure all aspects are thoroughly checked. Once you have all the information, communicate your findings with the client. If there was an error, apologize sincerely and explain how it occurred. If your review shows the charges were correct, provide a detailed breakdown of the invoice to help the client understand the charges.

What I’ve run into day-to-day with this scenario is that reviewing the invoice versus the transaction information in detail,along with affiliate billing per contract will aid you in either determining the validity of the charges versus understanding if an IT ticket is necessary to understand how or why the error occurred.

When facing a client’s claim of overcharging, address the issue with transparency and professionalism. Start by calmly reviewing the invoice with your team to ensure its accuracy. If an error exists, admit it promptly and rectify it without delay—integrity builds trust. However, if the invoice is correct, explain each charge in detail, contextualizing the value delivered. Offer to discuss any concerns and listen to their perspective. This approach not only resolves the issue but also strengthens the client relationship by demonstrating accountability and a commitment to fairness.

Estar preparado con la información correspondiente es la base... verificar la información brindada por el cliente, saber explicarle al cliente de la manera más a mena y segura la situación así como la solución inmediata

Após a investigação foi concluído que a fatura realmente era devida, esteja preparado para entrar em contato com seu cliente, prepare toda documentação necessária para dar suporte a sua conclusão. Seja claro e objetivo. Sempre oficialize por e-mail para evitar futuros problemas. Se for um erro da sua equipe reconheça-o imediatamente, mostre novamente seu comprometimento para com seu cliente e apresente o um plano de ação para evitar o mesmo erro.

If a client switches from an annual invoice to a quarterly or monthly instead, they may have a different price in mind of what they are expecting to pay. Make sure to be upfront with any changes to their account, and offer to send over a clear breakdown of the invoice and their signed contract. If the client is a larger client, was a service or product added by a different person on their team? If there was an error on the invoice give them options, some may choose to leave it as a credit on their account, others will want a refund. Document this communication with the client, and see where the error came from.

Before directly confronting the client, check your timesheets etc, to be confident about your in invoice. Also, compare the invoice with the previous year if it's a recurring client. Alternatively, see the invoicing of a comparable project. Use all this info on top of the work output to justify the invoice to the client. Also, provide a summarized breakdown of the work performed and the time consumed. As long as we are confident that the invoice is justified, I wouldn't prefer giving a discount just because a client is making noise. Ofcourse, if the client relationship is old then i wouldn't usually expect a client to act surprised at the bill.

If an error was made, outline how you plan to correct it—whether through issuing a refund, a credit for future services, or adjusting the invoice. If the charges were correct, consider offering a goodwill gesture, like a small discount on a future service, to maintain a positive relationship.

Somos humanos, y los humanos podemos equivocarnos. No por eso eres mejor o peor. Lo que sí influirá en la gestión, es qué tipo de solución ofreces: deberá ser rápida y eficaz.

Propose tailored solutions: First, audit the invoice across the lines having a thorough discussion with the client in case of any available discount. If the mistake was as a result of a system inadequacy, offer a service credit and rectify the situation pronto. In cases where there is misunderstanding, explain to the client on which issues was misunderstood and also provide a gesture of goodwill, such as wiping out the next bill so that they get to know that you are fair in your billing.

Vale perguntar ao próprio cliente o que ele deseja que seja feito para que suas expectativas fiquem o mais perto de serem alcançadas.

After resolving the issue, review your billing processes to identify any weaknesses that may have contributed to the error. Implement any necessary changes to avoid similar situations in the future.

After the situation has been resolved, follow up with the client to ensure they are satisfied with the resolution and to reinforce your commitment to quality service.

Develop the “Trust Reinforcement Plan” Entail a sequence of one-on-one appointments on consecutive days to provide a final observation that all of the customer’s concerns are addressed. Set up a specific monitoring system for the client, whereby the client gets alerted each time there is such a variation so that follow-ups can be as effective a trust- strengthening factor as the foregoing conclusion suggests.

Será sempre um diferencial entrar em contato com o cliente. O feedback pós-atendimento demonstra que a empresa se preocupa com a satisfação dos clientes e que o problema ocorrido foi uma exceção.