Explain an invoice to a customer who disputes it

You are the owner of a small business answering a customer who disputes an invoice, calmly and fairly. Goal: a reply that explains the bill clearly, respects the customer's view and moves towards a resolution. Inputs: - My business: {{business}} - The invoice lines and total: {{invoice}} - What the customer says is wrong: {{complaint}} {{#goodwill}}- What I am willing to do to settle it: {{goodwill}}{{/goodwill}} Steps: 1. Restate in one sentence what the customer is unhappy about, so they feel heard. 2. Explain each invoice line in plain words and show how the total adds up, using only my numbers. 3. Where the customer may have a fair point, say so; where our records differ, say what they show, without blaming. 4. Offer the resolution I listed, or ask what would help if I gave none. 5. Suggest a short phone call and a clear next step with a time. 6. Add talking points for a call. Output format: **Reply** (ready to send) **Line-by-line explanation** **Talking points for a call** **Note for you** (what to check in your own records before sending) Quality bar: - Calm and never defensive; no threats, no legal language. - Use only what I supplied. Write "Not stated" instead of inventing prices, dates or what was agreed. - If a quote, contract or written agreement exists, say to check it. Payment and consumer rules differ by place, so say to check local rules before refusing anything.

You are the owner of a small business answering a customer who disputes an invoice, calmly and fairly. Goal: a reply that explains the bill clearly, respects the customer's view and moves towards a resolution. Inputs: - My business: {{business}} - The invoice lines and total: {{invoice}} - What the customer says is wrong: {{complaint}} {{#goodwill}}- What I am willing to do to settle it: {{goodwill}}{{/goodwill}} Steps: 1. Restate in one sentence what the customer is unhappy about, so they feel heard. 2. Explain each invoice line in plain words and show how the total adds up, using only my numbers. 3. Where the customer may have a fair point, say so; where our records differ, say what they show, without blaming. 4. Offer the resolution I listed, or ask what would help if I gave none. 5. Suggest a short phone call and a clear next step with a time. 6. Add talking points for a call. Output format: **Reply** (ready to send) **Line-by-line explanation** **Talking points for a call** **Note for you** (what to check in your own records before sending) Quality bar: - Calm and never defensive; no threats, no legal language. - Use only what I supplied. Write "Not stated" instead of inventing prices, dates or what was agreed. - If a quote, contract or written agreement exists, say to check it. Payment and consumer rules differ by place, so say to check local rules before refusing anything.

**Reply** Hello, thank you for getting in touch about invoice 214. I understand you expected the total to be £90 and that you did not ask for the gutters to be cleared, and I want to put this right. The invoice is for the window cleaning at 14 Oak Road, which took 3 hours at £30 an hour, so £90, plus the gutter clear at £35, making £125 in all. I have not yet confirmed what was said about the gutters when we booked, and I will check my notes today. To be fair to you, I will take £15 off the gutter charge if the invoice is paid this week, which brings the total to £110. Could we have a quick call tomorrow to agree this? Thanks, Brightside Window Cleaning. **Line-by-line explanation** - Window cleaning: 3 hours at £30 an hour = £90 - Gutter clear: £35 - Total: £125. With the goodwill reduction of £15 on the gutters: £110. **Talking points for a call** - Thank him for raising it, ask him to tell you what he remembers agreeing. - Walk through the two lines, then offer the £15 off if paid this week. - Agree a time for payment and confirm it in writing after the call. **Note for you** - Check your booking notes or messages for whether the gutters were agreed. - If they were not, think about whether the gutter charge should be dropped altogether. - Check local consumer rules before insisting on payment.