When learners complete work on a paid Riipen project, their invoices are reviewed to confirm they've met the requirements of their experience. In some experiences, employers are given the opportunity to review invoices and raise concerns.
If employer invoice review is available in your experience, initiating a dispute is your opportunity to provide additional context or evidence about a learner's work that may affect their eligibility for payment. Riipen will consider this information as part of the review process before determining the invoice's payment outcome.
Invoice disputes are not a replacement for communication and problem-solving. Employers are expected to communicate with learners, provide feedback, and work together to address concerns throughout the project.
Invoice disputes should only be used when unresolved concerns may affect invoice payment and require formal review.
When should I dispute an invoice?
If your experience includes employer invoice review, you may initiate a dispute when you have unresolved concerns about whether the learner has met the requirements for payment.
Common reasons for disputing an invoice include:
The work log does not accurately reflect the work completed. The learner's recorded hours, tasks, or descriptions do not align with the work you observed or received.
The learner did not meet communication or participation expectations. The learner demonstrated a pattern of missing agreed-upon meetings, not responding to communications, or was not sufficiently engaged in the project, raising concerns about their participation or completed work.
The learner did not deliver the agreed-upon work. Required deliverables were missing, incomplete, or did not meet the scope and expectations established for the project.
How do I dispute an invoice?
If employer invoice review is enabled for your experience, you'll receive an in-app notification and, by default, an email when an invoice is ready for review.
Submit any disputes before the deadline shown in the notifications. Once the review period ends, you may no longer be able to dispute the invoice.
If employer invoice review is available in your experience, submit your dispute before the deadline shown under Approvals in the right sidebar of any pending invoice. You'll also receive an email when an invoice becomes ready for review
To initiate a dispute:
Navigate to the learner's invoice page.
Click the three-dot menu in the upper-right corner.
Select Dispute.
Complete the dispute form by stating your concern, providing supporting documentation and explaining what outcome you are hoping to see.
Click Submit.
When submitting a dispute, explain what you believe the appropriate outcome should be. For example:
Full payment: You believe the learner should receive full payment, but you want your concerns documented as part of the invoice review.
Partial payment: You believe the learner should receive payment for only a portion of the invoiced work, if partial payments are permitted by the experience.
No payment: You believe the learner should not be paid for the disputed invoice.
Your requested outcome will be considered alongside the available evidence and the requirements of the experience. Riipen makes the final payment decision.
What evidence should I provide?
Provide specific information that supports your concerns, such as project communications, agreed-upon deliverables, work log discrepancies, or examples of incomplete work.
The evidence should help Riipen understand what was expected, what occurred, and why you believe it may affect the learner's payment.
Who can see my dispute, and where should I communicate?
Invoice disputes and their comments are visible to all participating parties, including learners, employers, authorized experience administrators and Riipen reviewers.
Keep all questions, responses, and supporting evidence in the Dispute tab of the invoice. This ensures everyone involved in the review has access to the same information.
When submitting comments, be professional, factual, and clear about your concerns.
What happens after I submit a dispute?
A dedicated Riipen team reviews the concerns, supporting evidence, and information provided by all participating parties before making a final decision.
Riipen may request additional information or clarification during the review. You'll receive a notification when your dispute is updated.
Important: Respond promptly to requests for information. Failure to respond within 7 business days may affect the outcome, and evidence submitted after the dispute is resolved will not be considered.
While an invoice is disputed, its standard approval timeline is paused. This may delay the learner's payment.
All dispute decisions made by Riipen are final and binding.
For more information, review Riipen's Dispute Resolution Policy.