Partner Support: Payment Dispute

What is a dispute?

A payment dispute occurs when there is a discrepancy between the partner's records and the monthly statement sent by the Payment Operations Team. A dispute can only be filed for payment made in the last 90 days. This timeframe aligns with the FastTrack Partner Community Terms and Conditions, which require that all payment disputes be submitted within 90 days of the statement production date. This can be found on the FastTrack Community Portal (FPC), My Memberships, Statements.

Example:

• You should have been paid a specific milestone in the last statement, but you were not.

Each payment statement contains information for the prior month. For instance, the January statement will include details for any vouchers submitted by December 30. 

Note: EDU CPOR milestones on or after October 1, 2023 should be submitted to https://mspartner.microsoft.com under Support.

What to expect when filing a dispute​

After payment is initiated, time it can vary in terms of the time it takes for funds to reach a partner's account. The length of this processing period depends on several factors, such as:

1. Internal Audit and Compliance: The payment process may be subject to internal audit and compliance checks by the paying entity. These checks ensure that the transaction complies with financial regulations and company policies. Delays may occur if issues are identified during the audit process.
2. Incomplete Payment Profiles: If the partner's payment information or profile is incomplete or contains errors, it can lead to delays. Accurate and complete banking details are crucial for a smooth payment process.
3. Partner's Country/Bank's Schedule: The partner's location and the banking systems they use can also impact the time it takes for funds to settle. Different countries and banks may have varying schedules for processing and settling deposits, leading to different processing times.

The duration of this process can range from as little as one week to several months, depending on the specific circumstances and these factors. It's important for partners to ensure their payment profiles are accurate and up to date to minimize potential delays in receiving funds.

Partner Support

FPC Members may submit a dispute through by navigating to the FastTrack Community Portal by selecting Support in the top navigation menu. Select either:

• View Cases
• Add a Payment Dispute

View Cases

To view and respond to existing cases:

• View cases by navigating to the FastTrack Community Portal Support, View Cases
• The Search tool can be used to look for an existing case or select My Open Cases.

For an Existing Case

• Select My Open Cases
• Choose a record in Lookup Records to see the status of the dispute.

On the following page you can Add a Comment to the case or Close or Cancel the case.

Add a Payment Dispute

To create a new dispute case, select Submit a Payment Dispute.

The following page will be displayed.

Fill out the required sections of the form and select Submit.

• Case Title
• Program Membership ID

Note: For Program Membership ID, select the Search tool (spyglass button) and a list of Program Membership IDs related to case will be displayed. Select the box and select Submit.

• Tenant Name
• Customer Tenant ID
• Fiscal Year
• Program
• Workload Name/Incentive
• Workload Size
• Milestone
• Dispute Reason
• Description

Challenge a Dispute

A case decision may only be challenged once.

To challenge a dispute, in the Community Portal, Support, View Cases, My Open Cases, and select My Closed Cases.

A new window opens, select the Challenge Case button at the bottom of the page.

In the new window that opens up add in notes on why the case decision is being challenged.