A dispute is how a customer can lodge a complaint or notify the seller of a problem with an order through their account login on the merchant website.
Disputes are sent to your configured system email address.
Tip: To check where they are being sent, navigate to Settings & Tools > Business Details and check the System e-mail address.
In this Article
How do customers raise a dispute?
Customers can raise disputes by logging into their online account and clicking on the dispute or resolution centre. They will then be taken through a step by step process to create a new dispute. Only customers with paid orders can raise disputes against the respective paid orders.
Once raised, a dispute is issued a case number. This case number is unique to the dispute. All correspondence related to that dispute is stored under that case number.
To access disputes in your control panel navigate to Sales Orders > Disputes.
Types Of Disputes
There are two types of disputes (you can filter by these):
- Payment (disputes relating to payments)
- Item (disputes relating to items)
Reasons for Disputes
There are a number of reasons offered for disputes (you can filter by these):
- Item no received
- Item significantly different from described
- Item dead on arrival
- Item not working
- Wrong item
- Unauthorised Transaction
- Overcharge
Tip: You can edit these reasons, make them inactive or add new ones in the Settings & tools > All settings & tools > Dispute Reasons page.
Respond to a Dispute
Disputes appear in your control panel dash board as "New" and "Repsonse Required" awhen they are created by a customer.
Disputes can be filtered by:
- Case #
- Order ID
- Customer
- Dispute type
- Reason
- Status
- Date
To respond to an open dispute, click on the case number or reference number.
Details of the dispute will then be displayed along with all correspondence relating to that dispute.
You can then:
- Respond to dispute using the integrated messaging system
- Change the status
- Create RMA directly from dispute
- Close dispute
If you respond to the case, the customer will receive the response via email. The response will also be posted in their online user account and the case status will change to Waiting Response from Customer.
Customers can view all past dispute correspondence, the current status of a dispute etc via their online user account. Customer can also reply to, add new messages and close disputes from within their online user account.
| Status | Description |
|---|
| New | Status of all disputes when first created by customer. |
| Open | Manually move disputes to this status when first contact has been made. |
| Under Review | Manually move disputes to this status while investigating any issues with the product/shipping service. |
| Closed | Manually move disputes to this status once they are resolved (e.g. RMA created and processed). |
| Response required | Indicates that the last contact was made by the customer. |
| Awaiting Response | Indicates that the last contact was made by you to the customer. |
Create an RMA (Return Authorisation) from the Dispute
When a customer adds a new message or responds to a dispute, the status will change to Response Required.
You can create an RMA for disputed items directly from the dispute screen. Click on the Create New RMA button to create an RMA for the disputed items.
To process an RMA, please follow the steps in this article.
Edit the Dispute Centre Email Templates
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In your Maropost Commerce control panel navigate to Settings & Tools > All Settings & Tools.
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In System Templates click Email Templates.
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Click on Dispute Emails and select the email template you wish to edit.
