Dispute Tool Module
What is the Dispute Tool?
Sometimes customers are not satisfied with their purchase. This can be for a number of reasons
Late or not delivered
Wrong item
Poor quality
and can lead to a dispute.
When this happens the customer has two routes to resolution.
Contacting the seller via the Fruugo portal
Contacting the payment provider to raise a dispute
Where the customer decides to contact the payment provider the information is sent to Fruugo.
Fruugo have built a Disputes tool to assist in resolving these disputes as quickly as possible. The first release deals with PayPal disputes for the dispute reason ‘I have not received my order’.
Dispute Management
Disputes can be managed via a dashboard. The dashboard is accessed on the Merchant Centre homepage from the panel on the left hand side of the page.
The dispute dashboard’s default view is items that need actioning.
It is possible to filter the list by selecting the 'Filter Results' search button which uncovers a series of search boxes.
It is possible to search by the following criteria.
Search
Date From
Date To
Status
Action and View Options
Selecting ‘Action against a record opens up the Dispute form to allow data to be provided. (See section on 'Dispute Form’)
Selecting ‘View’ will open the record and show information based on what response was chosen for the dispute.
A Disputed record will show the items that were uploaded to defend the dispute.
An undisputed record will show the date and time that the item was accepted and that the item was not defended.
Dispute Notifications
When a dispute is raised with a payment provider it triggers an email to the retailer.
The email received looks like the below image.
NOTE - If the item is not actioned within 2 hours a second email will trigger and will look like the image below.
Accepted email.
Defended email
Accepting the Dispute
When the link in the email is selected the following form appears.
On selection of ‘Accept the claim’ the following page will be shown and the Accept email will be sent.
Dispute Defence Processing
It is not possible to move to the next step until the consent checkbox has been selected.
It is possible to leave the process at any time by selecting view all cases in the top right hand corner of the screen which opens the full list of outstanding disputes that need to be actioned.
Accepting the dispute also shows the dashboard with the full list of outstanding disputes that need to be actioned.
If the item is to be disputed then the red button ‘Dispute the claim’ is selected.
This starts a 7 step process.
Step 1 - Start the Dispute
The dispute has 72 hours from creation for a response to be provided. At any point during the 7 step process it is possible to accept the claim by selecting click here in the warning box. This will lead to the ‘You have chosen not to dispute this claim.’ where the dispute can be accepted. Selecting ‘Submit your defence’ continues to step 2.
Step 2 - Provide Shipping Information
Information about the courier and the parcel tracking number is entered here. It is possible to go back to the dashboard view using the view all cases button in the top right hand corner. After entering the relevant information the ‘Next Step’ button becomes available.
It is possible to save for later by selecting the ‘Save for later’ link in the bottom right hand corner of the page. Selecting the ‘Next step’ button continues to step 3.
Step 3 - Choose Proof Documents
At this point the decision regarding what evidence is available is made. Select the appropriate option based on what evidence can be supplied. When the selection has been made the ‘Next Step’ button becomes available.
Selecting Delivery and shipping will trigger steps 4 and 5.
Proof of Delivery
Proof of Shipping
Selecting Delivery only will trigger step 4.
Proof of delivery only
Selecting Shipping only will trigger step 5.
Proof of shipping only
Selecting ‘None of the above’ will result in the ‘Accept Claim’ page being displayed when the ‘Next Step’ button is selected.
Step 4 - Provide POD Documents
At this step information relating to the proof of Delivery is provided.
Documents are attached in any of the following formats
jpeg
png
pdf
jpg
By placing the mouse in the ‘Drop files here or click upload’ area a file explorer window will appear. Navigation to the file that is required then selecting ‘Open’ in the file explorer window will upload the file and the ‘NEXT STEP’ button will be enabled.
Step 5 - Provide POS Documents
At this step information relating to the proof of Shipping is provided.
Documents are attached in any of the following formats
jpeg
png
pdf
jpg
By placing the mouse in the ‘Drop files here or click upload’ area a file explorer window will appear. Navigation to the file that is required then selecting ‘Open’ in the file explorer window will upload the file and the ‘NEXT STEP’ button will be enabled.
Step 6 - Additional Information
It is possible to add additional supporting information to the claim defense.
This is done by adding text to the type here panel on the Additional information screen.
The ‘Next Step’ button is available all the time as this information is not mandatory. Selecting ‘Next Step’ results in the Review and submit step being available.
Step 7 - Review and Submit.
The review and submit step, is the last step in the process.
By selecting the checkbox the ‘Submit Defence’ button becomes enabled.
Step 8 - Process complete
On submission of the defence, an email is triggered and a screen shows acknowledging the Dispute of the claim.