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Disputes

Menu Path: Finance & Logistics > Disputes

The Disputes module is the central command for handling customer conflicts. A dispute is usually opened when a customer wants to return an item, claims they never received a package, or initiates a chargeback with their credit card company.

Understanding the Dispute Lifecycle​

  1. Initiation: A customer opens a dispute from their "My Orders" page, stating a reason (e.g., "Item damaged in transit") and optionally uploading photos.
  2. Review: The dispute appears in Finance & Logistics > Disputes with a status of OPEN.
  3. Communication: Both the Customer and the Merchant (or Admin) can leave messages and evidence within the dispute thread.
  4. Resolution:
    • Accepted: The merchant accepts the return. The system instructs the customer to ship the item back. Once received, the Admin processes a REFUND via the Payments module.
    • Rejected: The merchant refuses the return (e.g., the return window expired).
    • Admin Escalation: If the merchant and customer cannot agree, the Platform Admin steps in as an arbitrator to make a final decision.

Managing a Dispute​

  1. Go to Finance & Logistics > Disputes.
  2. Click on a Dispute ID to open the details.
  3. Review the Related Order, the Customer's Claim, and the Uploaded Evidence.
  4. Use the internal messaging system to ask the customer for more details.
  5. Update the Dispute Status to RESOLVED, REFUNDED, or REJECTED based on the outcome.