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Dispute System

The dispute system allows merchants to raise concerns or issues regarding transactions, account operations, or platform-related matters. This system provides a structured approach to resolving conflicts and ensuring fair resolution of merchant concerns. Disputes serve as a formal communication channel between merchants and platform administrators. When merchants encounter issues that require administrative intervention or clarification, they can initiate a dispute to seek resolution.
Disputes are designed to handle legitimate concerns and should be used responsibly to maintain platform integrity.

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How Disputes Work

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Initiating a Dispute

Merchants can initiate disputes through their dashboard when they encounter:
  • Transaction discrepancies
  • Account access issues
  • Payment processing problems
  • Policy-related concerns
  • Technical difficulties
  • Settlement disputes

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Dispute Lifecycle

The dispute process follows a structured workflow:
  1. Merchant Initiation: Merchant creates a dispute with detailed information
  2. Administrative Review: Platform administrators review the dispute details
  3. Investigation: Relevant data and evidence are collected and analyzed
  4. Resolution: A decision is made based on the investigation findings
  5. Communication: The resolution is communicated back to the merchant

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Dispute Statuses

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1. Awaiting Feedback

When a dispute reaches “Awaiting Feedback” status, immediate merchant action is required.
Description: The dispute has been reviewed by administrators, and they require additional information or clarification from the merchant. Merchant Requirements:
  • Access the dispute conversations screen
  • Provide detailed feedback addressing the administrator’s queries
  • Submit supporting documentation if requested
  • Respond within the specified timeframe
Key Actions:
  • Navigate to the dispute conversations screen
  • Review administrator comments and questions
  • Provide comprehensive responses
  • Upload relevant supporting documents
  • Submit feedback to progress the dispute

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2. Feedback Provided

Description: The merchant has successfully provided the requested feedback, and the dispute is now under administrative review. What Happens Next:
  • Administrators review the provided feedback
  • Additional investigation may be conducted
  • Final resolution will be determined
  • Merchant will be notified of the outcome
Merchant Actions:
  • Monitor dispute status for updates
  • Be prepared to provide additional information if requested
  • Await final resolution communication

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Best Practices for Disputes

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Creating Effective Disputes

Provide as much detail as possible when creating a dispute to expedite the resolution process.
Include the Following Information:
  • Clear Description: Explain the issue in detail
  • Transaction Details: Include relevant transaction IDs, amounts, and dates
  • Timeline: Provide chronological sequence of events
  • Evidence: Attach screenshots, receipts, or other supporting documents
  • Expected Resolution: Clearly state what outcome you’re seeking

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Communication Guidelines

Be Professional: Maintain a respectful and professional tone in all communications Be Specific: Avoid vague descriptions; provide concrete details and examples Be Responsive: Reply promptly to administrator requests for additional information Be Accurate: Ensure all provided information is correct and truthful

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Dispute Categories

When creating a dispute, merchants must select a category that best describes their issue. This helps streamline the resolution process by directing the dispute to the appropriate team.
  • Scam or Fraud
  • Cashback or Rewards Issues
  • Transfer Problems
  • Chargebacks or Refunds Issues

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Scam or Fraud

  • Unauthorized transactions
  • Suspicious account activity
  • Phishing attempts
  • Identity theft
  • Fake or misleading listings

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Cashback or Rewards Issues

  • Missing cashback or rewards
  • Incorrect reward amounts
  • Delayed reward processing
  • Ineligible transactions for rewards
  • Reward redemption problems

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Transfer Problems

  • Failed transfers
  • Delayed transfers
  • Incorrect transfer amounts
  • Transfer to wrong account
  • Transfer cancellation issues

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Chargebacks or Refunds Issues

  • Disputed charges
  • Refund not received
  • Partial refunds
  • Refund processing delays
  • Incorrect refund amounts

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Resolution Outcomes

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Favorable Resolution

  • Issue resolved in merchant’s favor
  • Appropriate compensation or correction provided
  • Account status restored if applicable

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Partial Resolution

  • Some aspects of the dispute addressed
  • Compromise solution implemented
  • Partial compensation provided

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Unfavorable Resolution

  • Dispute not upheld
  • Original decision maintained
  • Clear explanation provided

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After Resolution

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Next Steps

  1. Review the Resolution: Carefully read the final decision and explanation
  2. Take Required Actions: Complete any actions specified in the resolution
  3. Update Records: Update your internal records based on the resolution
  4. Learn from Experience: Use insights gained to prevent similar issues

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Appeal Process

If you disagree with a dispute resolution, contact support to understand available appeal options and procedures.

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Tips for Merchants

Document Everything

Keep detailed records of all transactions and communications for future reference.

Act Quickly

Initiate disputes promptly when issues arise to ensure timely resolution.

Follow Up

Monitor your disputes regularly and respond to requests for information promptly.

Stay Informed

Familiarize yourself with platform policies to prevent common dispute scenarios.

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Common Questions

The timeline varies depending on the complexity of the issue. Simple disputes may be resolved within 1-3 business days, while complex cases may take up to 7-10 business days.
Yes, you can request to cancel a dispute if the issue has been resolved independently. Contact support to process the cancellation.
Failure to provide requested feedback may result in dispute closure or resolution based on available information. Always respond to feedback requests promptly.
No, avoid creating duplicate disputes for the same issue. If you have additional information, add it to the existing dispute conversation.