Resolution Time.
The elapsed time between opening an issue and recording its completed resolution.
Reviewed August 2026 3 minute read
Plain-language definition
What is Resolution Time?
The elapsed time between opening an issue and recording its completed resolution.
How to record, investigate, and resolve customer disagreements and deductions. For a small business, the useful question is not only what resolution time means, but which record supports it and what action—if any—should happen next.
- Resolution Time should always point back to a specific customer record, invoice, Account, or reporting period.
- Keep the dates, amounts, source documents, responsible person, and approvals that explain how the label was applied.
- Use resolution time to organize a decision or next step—not as proof that payment or a legal result is certain.
Business context
Why resolution time matters to a small business
How to record, investigate, and resolve customer disagreements and deductions. Understanding resolution time helps an owner see how that work affects cash flow and staff time.
A consistent definition lets billing, sales, bookkeeping, and collection staff discuss the same customer facts instead of working from different assumptions.
Clear source records and ownership reduce the risk of losing the dispute basis, evidence, owner, or resolution history.
Receivables context
What resolution time means in accounts receivable
The elapsed time between opening an issue and recording its completed resolution.
In day-to-day receivables work, use this term only when the underlying invoice, customer, amount, date, and status support it. That keeps reports understandable and prevents staff from treating a label as a substitute for the record.
Operational view
How it works
- 1
Record the customer’s stated basis for Resolution Time, the date received, and the affected invoice lines.
- 2
Separate invoice amount into disputed portion and undisputed portion so undisputed amounts remain visible.
- 3
Assign an owner and collect the contract, order, delivery, pricing, and communication evidence needed for review.
- 4
Document the approved credit, correction, denial, or other resolved portion without overwriting the original dispute.
- 5
Resume, revise, or hold collection activity only after the authorized resolution is recorded.
Worked illustration
Resolution Time in a small-business example
Juniper Office Supply receives a customer challenge involving $738 of invoice INV-2956. Staff separate that amount from the undisputed balance and gather the order and delivery records.
Result: The business can now explain what Resolution Time means for this record, what evidence supports it, who owns the next step, and what still needs review.
Evidence and review status →
Exposure or significance →
View the accessible data and explanation
| Example point | Illustrative value | How to read it |
|---|---|---|
| Invoice amount | 47/100 | Invoice amount in the fictional Resolution Time example |
| Disputed portion | 64/100 | Disputed portion in the fictional Resolution Time example |
| Undisputed portion | 72/100 | Undisputed portion in the fictional Resolution Time example |
| Resolved portion | 93/100 | Resolved portion in the fictional Resolution Time example |
Compare Resolution Time with related terms
Use these plain-English meanings to tell similar accounts-receivable concepts apart.
| Term | What it means in plain English |
|---|---|
| Resolution Time | The elapsed time between opening an issue and recording its completed resolution. |
| Dispute Aging | The amount of time a customer dispute has remained open and unresolved. |
| Invoice Dispute | A customer's challenge to an invoice's amount, terms, delivery, quality, performance, or other supporting facts. |
Practical checklist
What a small business owner should do
Separate disputed and undisputed amounts and assign the investigation.
Record how Resolution Time applies to this Account instead of relying on memory or an undocumented label.
Set the next review date and preserve later corrections as new history.
Practical guardrails
Common mistakes and better practices
Common mistakes
- Using Resolution Time without defining the Account population, time period, or source system.
- Treating a dashboard label as proof when the underlying invoice, payment, or document record has not been reconciled.
- Overwriting history instead of recording a dated correction, reversal, approval, or status change.
- Assuming that a favorable operational indicator guarantees payment, legal enforceability, or a particular accounting result.
Better practices
- Write down the Business’s definition of Resolution Time and use it consistently across teams and reports.
- Assign an owner and a dated review point whenever the concept identifies work that remains open.
- Link the conclusion to source records and preserve an append-only activity and approval history.
- Ask qualified legal, tax, accounting, or financial professionals to review conclusions that require professional judgment.
Related TORO tool: Resolution Center
How TORO Recovery can help
- Where to look
- For Resolution Time, open the Account's Dispute Information and Claim Documents areas to see the customer's reason, affected amount, evidence, owner, and status.
- What you can do
- Record the disputed and undisputed amounts separately, attach the relevant records, assign follow-up, and document the approved resolution without erasing the original issue.
- What TORO does not decide
- TORO Recovery preserves and organizes the facts; an authorized user decides whether to issue a credit, deny a deduction, resume collection, or seek professional review.
Frequently asked questions
Questions about resolution time
Is Resolution Time the same for every Business?
The core concept may be widely used, but policies, systems, contracts, industries, and jurisdictions can change how a Business applies it. Document the definition and scope used in your organization.
Does Resolution Time predict whether an Account will be collected?
No. It can provide useful operational context, but collection outcomes depend on the debtor, documentation, disputes, timing, execution, applicable law, and other circumstances.
What records should support Resolution Time?
Use the records relevant to the concept, such as invoices, agreements, delivery evidence, customer communications, payment activity, approvals, and reconciled ledger data. Avoid collecting information that is not necessary for the Business purpose.
How can TORO Recovery help with Resolution Time?
TORO can organize Receivables, Account activity, Tasks, documents, messages, payments, disputes, Settlement Plans, reporting, and approved Attorney Handoff workflows where those capabilities are relevant and included in the Business’s subscription.
Sources and review notes
This explanation is educational and uses original TORO Recovery wording. It was last reviewed on August 15, 2026.
Important: This page provides general educational information for U.S. businesses. It is not legal, tax, or accounting advice. Laws and requirements vary, and businesses should consult a qualified professional about their circumstances. TORO Recovery is a technology platform, and reading this page or creating an account does not create an attorney-client relationship.
Put this into practice
Organize your receivables in one clear place
Create a free Business workspace to begin monitoring Receivables and next actions, subject to current Free plan limits. Resolution Center and other advanced tools may require a paid plan.