We have been running into this more lately — customers who push back on invoices after the job is done. Not full refusals to pay, but the "this wasn't what I expected" or "you said it would be less" conversations that drag out payment and eat up admin time.
I am curious how other teams are handling this. Do you have a formal process, or is it case by case? And more importantly — what are you doing upfront to prevent disputes in the first place?
Here is what we are trying right now:
- Technician takes photos at every stage and notes any scope changes in FieldPulse immediately
- We send a summary with estimated total before finalizing the invoice (when possible)
- All verbal quotes get followed up with email confirmation — no exceptions
Still getting pushback on maybe 5-10% of invoices though. Would love to hear what is working for others.
