Dispute Management

Review and resolve customer claims and financial disputes from a central dashboard.

Dispute Management Overview

🛡️ Dispute Overview

The disputes page provides quick filtering and status tracking for every customer complaint or order dispute.

  • Search by order number or description to find the exact dispute quickly.
  • Status filters let you switch instantly between All, Open, Investigating, and Resolved cases.
  • Action buttons are available for direct task handling such as viewing case details.

👁️ View Dispute Details

Click the eye icon in the Actions column to open the dispute details page. This comprehensive view provides all information needed to investigate and resolve the case.

Dispute Details View

📋 Claim Details

Review the customer's complaint and supporting evidence:

  • Reason: The primary complaint (e.g., Price Error, Item Missing, Service Issue, Quality Issue).
  • Description: Detailed explanation provided by the customer about the dispute.
  • Evidence: Attached files, photos, or documentation supporting the claim. If no evidence is provided, it displays "No visual evidence provided."

💰 Financial Summary

Track the financial impact of the dispute:

  • Order Total: The total amount of the original order.
  • Disputed Amount: The amount in question or claimed for refund/compensation (shown in red).

⚡ Actions

Use the action buttons to move the dispute through the workflow:

  • Mark Investigating: Click to change the status to "Investigating" when you start reviewing the case.
  • Resolve Claim: Click to approve the refund/compensation and close the dispute.
  • Reject Claim: Click to deny the dispute if it does not meet your criteria.

📜 Audit History

Track every action and status change on the dispute:

  • Status Changes: View when the dispute moved from Open to Investigating to Resolved.
  • Timestamps: See exact date and time of each action (e.g., "5/28/2026, 5:21:22 AM - Dispute initiated").
  • Audit Trail: Complete history ensures transparency and accountability in dispute resolution.

💡 Resolution Tips: Review all claim details and evidence before taking action. Use "Mark Investigating" if you need time to verify the claim. Document your decision clearly in the system.

🔎 Fast case triage

Each dispute entry shows the important details at a glance:

  • Order # for the referenced transaction.
  • Reason to understand if it is a price error, missing item, service issue, or quality issue.
  • Amount and initiated date for proper financial tracking.
  • Status badge to identify Resolved and Investigating cases immediately.

📋 Unified Dispute Table

All disputes are listed in one place for faster review with clear column headings and status labels.

🧭 Status Workflow

Track the case journey from open to investigating to resolved, so nothing gets missed.

🕒 Timely resolution

Quickly identify overdue disputes and prioritize them using the dashboard view.

📌 Better Customer Service

Managing disputes efficiently helps improve customer satisfaction and keeps your refund/compensation process transparent.

  • Document every dispute clearly so responses are consistent.
  • Resolve quality and service issues faster with the right information.
  • Keep leadership informed using the dispute status overview.