How to dispute a payroll invoice?

Staff users with the Admin or Finance Role,  can seamlessly dispute payroll invoices directly through the Wellhub for Companies portal. Contesting an invoice allows you to resolve total discrepancies quickly and keep your records accurate. 

You can submit a contestation for invoices displaying the following statuses:

• Pending
• Paid
• Partially paid
• Overdue

💡 Invoices with an Open or Cancelled status remain unchanged and are not eligible for contestation.

Accepted reasons for contestation 

When filling out your contestation spreadsheet, please use one of the specific codes below to indicate the reason for exclusion:

• 1 - Exceeds limit (Capacity loss): The employee's deduction exceeds the maximum limit legally allowed for payroll deduction (e.g., 30% of the salary).
• 2 - Former employee (Ineligible status): The employee has left the company, but their profile remains active on both the eligibility list and the invoice.
• 3 - Unrecognized charge (Improper use): The employee does not recognize the plan charge (suspected fraud or use by a third party).

Step-by-step to submit a contestation:

1. Log in to Wellhub for Companies and navigate to the Billing section.
2. Locate the specific invoice, click the options menu next to it, and select Dispute.
3. Download the spreadsheet template (.csv or .xlsx).
4. Fill out the file exclusively with the data of the employees you wish to dispute. Keep in mind that it is mandatory to include the eligibility key and the reason code (1, 2, or 3).
5. Save the file (maximum 10 MB) and upload it to the portal.
6. Click Submit Dispute.

How to track the analysis? 

We will send you an email response within 2-3 business days. You can also monitor the status directly in the portal under Billing > Payroll Disputes.

Possible contestation statuses:

• Under review: Our team is currently evaluating your file.
• Resolved: We approved your request. The new amount is calculated, and your updated invoice is ready to download.
• Declined: The contestation was not approved due to data inconsistencies or unmet requirements.
• File error: We identified formatting or data issues in the uploaded spreadsheet.