Customer disputes your invoice
What would you like help with?
Detailed explanation, checklist and sources
Does a customer dispute your invoice? First determine whether the dispute concerns the order, quality, price or payment before taking collection measures.
General information about Dutch law · Reviewed on · How we work
On this page
Compare the agreement and the performance
Gather the quotation, order confirmation and records of any additional work and completion. Ask the customer in writing which part is disputed and why.
Respond substantively
Address the objections with appropriate documents. Discuss repair or a practical solution where there is reason to do so, and distinguish the undisputed part.
Choose an appropriate next step
Before claiming interest or costs, check whether the customer is legally late in paying (in default), which terms apply and whether the customer is a consumer or a business. Do legal proceedings seem necessary? Then have it assessed whether you have sufficient evidence.
Your checklist
Prepare your next stepFill in and save · Word
Tick what you have checked or collected. Note what is missing and take your overview to a meeting.
Unless saved in My overview: Your entries stay only on this screen. Download before leaving; closing or reloading clears them. Do not enter identity numbers, passwords or unnecessary personal details.
What do you still need for your next step?
Item 1 / 3 · Where do you stand with this item?
Order and terms
This overview follows your own answers. It does not assess your rights or guarantee that your file is complete.
Your choices stay here. Use the buttons below if you want to save or download.
View all details, notes and timeline
Your timeline and evidence
List events and contacts. Note where you keep the evidence; no upload is needed.
What goes in my timeline?
Record what happened, when, the response and where to find the letter, message or photo. Mark uncertain dates.
Is my evidence sent?
No. You only note where it is kept. No files are uploaded or sent automatically.
How do I save my timeline?
Your entries are not saved automatically. Choose Save and continue later to store this preparation, including your timeline, in My overview. Wait for confirmation and save new changes again. You can also download a Word file without an account.
Up to 20 events. Choose a different position for an event to change the order.
0 / 3 · Checked or collected
For each event, note the date, what happened and where the evidence is kept. Example: 3 October — letter received — correspondence folder.
Describe the solution you would like, such as an explanation of a deduction and repayment of the outstanding amount.
For example: which document is missing, who can provide it and what should I do first?
Record the date and its source. If unknown, note this and check promptly. This tool does not calculate or monitor deadlines.
After your conversation
These are your own notes. Confirm agreements with the other person; these notes do not prove their agreement.
This is your preparation, not a submitted request, objection or legally reviewed document. A tick records only your own progress. Check the procedure and deadline in the original letter.
Save and continue later
Clear entries
Download anything you want to keep first. Clearing cannot be undone.
- Order and terms
- Proof of delivery or completion
- Invoice and objections
Frequently asked questions
Can I charge collection costs immediately for every dispute?
No. The conditions for costs and interest, and the existence of the payment obligation, must first be assessed; additional requirements apply to consumers.