Disputing a social media agency invoice: what to do

Key takeaways

To dispute a social media agency invoice, raise it in writing quickly, name the exact lines you disagree with and why, and pay the undisputed part on time. Compare the invoice with the signed scope. Most disputes come from vague scope or unagreed extras, so a clear scope and written approval for extra work prevent them.

• Raise the dispute in writing within days.
• Pay the undisputed part on time.
• Check every line against the signed scope.
• Ask for a credit note, not a verbal promise.

What are common reasons to dispute an invoice?

The most common reasons are extra work you did not approve, deliverables missing or late, charges for hours above the agreed cap, expenses with no receipts, price rises without notice and work billed twice. Each is easier to resolve if the contract and scope are specific.

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How should you dispute a social media agency invoice?

Email the agency promptly, quoting the invoice number, the lines you dispute, the amount and the reason, with evidence such as the scope or missing posts. Pay the undisputed amount by the due date. Ask for a corrected invoice or credit note so your VAT records stay accurate.

• Quote invoice number and disputed lines.
• Attach the scope and evidence.
• Pay the undisputed amount on time.
• Agree the outcome in writing.

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Can you withhold the whole payment?

Withholding the whole invoice over a small disputed line can put you in breach and allow statutory late payment interest of 8% above base rate on the undisputed amount. Pay what is not in question and dispute the rest. Check your contract's dispute clause first.

When should you not dispute?

If the charge matches a signed change request or an agreed rate for extra work, it is fair even if unwelcome. In that case, renegotiate the scope for next month rather than disputing past work. Disputes over agreed work damage trust without changing the outcome.

What does this look like in practice?

A pattern we see: a client and agency argue over extra posts that were requested on a call but never priced. Agreeing that extra work needs a written yes before it starts usually ends that kind of dispute for good.

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Invoice dispute checklist

• Compare every line with the scope.
• Raise disputes in writing within days.
• Pay the undisputed amount on time.
• Get a credit note or corrected invoice.
• Add a written approval rule for extras.

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Next step

Re-read your scope of work tonight. If it would not settle an argument, rewrite it before the next invoice.