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.
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
Be Professional: Maintain a respectful and professional tone in all communicationsBe Specific: Avoid vague descriptions; provide concrete details and examplesBe Responsive: Reply promptly to administrator requests for additional informationBe Accurate: Ensure all provided information is correct and truthful
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.
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.
Can I cancel a dispute once it's submitted?
Yes, you can request to cancel a dispute if the issue has been resolved independently. Contact support to process the cancellation.
What if I don't respond to a feedback request?
Failure to provide requested feedback may result in dispute closure or resolution based on available information. Always respond to feedback requests promptly.
Can I create multiple disputes for the same issue?
No, avoid creating duplicate disputes for the same issue. If you have additional information, add it to the existing dispute conversation.