# 4. Billing Support & Disputes

User Type: **Training Institute**
Source: *Mi Digital Academy - Education CRM Features Document*

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## 4. Billing Support & Disputes

### 4.1 Billing Support
**What it does:** Lets the Training Institute get billing support: the Institute opens a billing support ticket with the topic and description, tracks its status, and receives replies. The Institute sees the ticket history. This provides a channel for billing questions and issues.

**Sub-features:**
- Open a billing support ticket
- Topic and description
- Ticket status tracking
- Replies from support
- Ticket history
- Close a resolved ticket
- Support available on web and mobile
- Support event logging (opened, replied, closed)
- Audit logging of the billing support

**Training Institute User Journey:**
1. Training Institute opens the billing support.
2. Training Institute opens a billing support ticket.
3. Training Institute sets the topic and description.
4. The ticket status is tracked.
5. The replies from support are shown.
6. Training Institute closes a resolved ticket.
7. Training Institute opens Profile → "Activity" and confirms the support events are recorded.

**Rules & Edge Cases:**
- A closed ticket can be reopened.
- The ticket status is updated by support.
- Support events (opened, replied, closed) are logged with the account and the timestamp.
- The billing support is audit-logged with the account and the timestamp.

### 4.2 Billing Disputes
**What it does:** Lets the Training Institute dispute a charge: the Institute selects the invoice, states the reason, and submits the dispute. The Institute sees the dispute status and the resolution. This provides a formal path to contest a charge.

**Sub-features:**
- Dispute a charge
- Select the invoice and reason
- Dispute submitted
- Dispute status shown
- Resolution shown
- Dispute history
- Disputes available on web and mobile
- Disputes event logging (submitted, resolved)
- Audit logging of the billing disputes

**Training Institute User Journey:**
1. Training Institute opens the billing disputes.
2. Training Institute selects the invoice and reason.
3. Training Institute submits the dispute.
4. The dispute status is shown.
5. The resolution is shown.
6. The dispute history is shown.
7. Training Institute opens Profile → "Activity" and confirms the disputes events are recorded.

**Rules & Edge Cases:**
- A dispute is submitted against a specific invoice.
- The dispute is resolved by the billing team.
- Disputes events (submitted, resolved) are logged with the account and the timestamp.
- The billing disputes is audit-logged with the account and the timestamp.

### 4.3 Billing Documents & Compliance
**What it does:** Provides the Training Institute with billing documents for compliance: tax invoices, receipts, and the annual summary. The Institute can download the documents and view the compliance status. This supports the institute's tax and audit requirements.

**Sub-features:**
- Billing documents list
- Tax invoices and receipts
- Annual summary
- Download a document
- Compliance status shown
- Documents by period
- Documents available on web and mobile
- Documents event logging (viewed, downloaded)
- Audit logging of the billing documents and compliance

**Training Institute User Journey:**
1. Training Institute opens the billing documents and compliance.
2. The billing documents list is shown.
3. The tax invoices and receipts are shown.
4. The annual summary is shown.
5. Training Institute downloads a document.
6. The compliance status is shown.
7. Training Institute opens Profile → "Activity" and confirms the documents events are recorded.

**Rules & Edge Cases:**
- The documents are by period.
- The annual summary covers the fiscal year.
- Documents events (viewed, downloaded) are logged with the account and the timestamp.
- The billing documents and compliance is audit-logged with the account and the timestamp.