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Dispute Settings

Menu Path: Workspace > Settings > Sale Settings > Dispute

Permission and Plan Requirements

To use this feature, you must have the Workspace:Settings:View permission and the MARKETPLACE plan.

Dispute Settings allow you to manage the conflict resolution processes between customers and merchants. You can configure when a dispute can be opened, what evidence is required, and the auto-resolution timelines.

Key Features & Configuration​

1. General Dispute Policy​

  • Dispute System (allowDispute): Enables or disables the global dispute functionality. If disabled, customers must handle issues through standard customer service channels rather than opening a formal platform dispute.
  • Auto-Resolve Duration (autoResolveDays): Specifies the number of days the system will wait before automatically resolving a dispute in favor of the customer if the merchant fails to respond.
  • Evidence Requirement (requiredEvidence): Mandates customers to upload photo or video evidence when opening a dispute, preventing baseless claims.
  • Appeals (allowAppeals): Allows the losing party (merchant or customer) to appeal the final dispute decision to the platform administrators.

2. Allowed Dispute Reasons​

You can toggle which specific reasons customers can select when initiating a dispute:

  • PRODUCT_DEFECT: The item arrived damaged or broken.
  • NOT_AS_DESCRIBED: The item does not match the description or photos.
  • DELIVERY_DELAY: The shipping took significantly longer than promised.
  • FAKE_PRODUCT: The item is suspected to be a counterfeit or replica.

[!WARNING] Disabling a specific dispute reason will prevent customers from selecting it moving forward, but it will not affect any ongoing active disputes that were opened under that reason.

Common Issues​

  • Issue: The dispute automatically resolved in favor of the customer too quickly.
  • Solution: Increase the Auto-Resolve Duration (e.g., to 7 or 14 days) to give your merchants adequate time to review and respond to the claim.