Dispute management

With data captured at an order level across all 3rd party deliveries platform, we aggregate all dispute centrally so that you can easily analyse your disputes, track your appeal and track your refunds.

Importance, Challenges and Best Practices

Importance

• Reduce revenue leakage
• Clawback money to cover cost

Challenges:

• Multiple payment channels and partners
• High volume of transactions

Best Practices

• Aggregate data centrally
• Establish clear standard operating process (SOP) to eliminate key man risk
• Maintain detailed documentation of all disputes and appeal

Dispute Management

1. Users is provided a list of orders under dispute automatically, allowing them to review and make any appeal they deemed appropriate.
2. They will maintain the appeal information in the tracking sheet
3. When the refunds for the appeal gets approved and credited back to merchant in subsequent settlement reports, the system will automatically update the win status of the dispute under appeal.