Order disputes

This module allows any buyer to express his/her discontent with the order in general or with the definite item in the order.

In case the buyer proves he/she is right, he/she can request the replacement of the items, as well as partial or full monetary compensation.

The buyer can open a dispute only in case when the order has one of the following statuses:

1. Shipping in progress (the dispute can be open for the order in general);
2. Shipping completed (the dispute can be open either for the order in general or for a particular item).

There are two buttons available to open a dispute:

1. Open a dispute on the order

2. Open a dispute on a definite item

Opening a dispute, the buyer sends a special message form to the manager responsible for this particular order.

If the manager sees the necessity of engaging the seller, he/she initiates a dispute using all the data sent by the buyer. After this the seller and shipper also start taking part in the dispute. The status of the order is being temporarily suspended till the moment of the dispute resolution.

After the dispute is open, it is possible to view all its notes and timeline, as well as to add a new entry on the page of the order by clicking on "Dispute timeline" button: 

In the "Activity" section of the dashboard menu, there is a link to the "Disputes" page, where the users can list all the disputes and have access to additional actions.

If the dispute is active, the following actions are available:

1. Notice dispute - this action allows adding the additional notes during the dispute;
2. Edit dispute - this is the form for editing the information in the dispute(add aditional photos, video etc.);
3. Cancel dispute - the buyer can send a request to close the dispute. To do this it is necessary to write the reason of the dispute's closing. The administration will confirm the request and close the dispute.
   Note: This action is available for the buyer only before the administrator opens up the dispute.

This page also allows the user to view the detailed information about the order and the dispute. It is necessary to click on the order number:

After the dispute is resolute, the administrator will decide which party will get partial or full compensation, if it will come to that. 

The administrator will close the dispute if all the participants agree with the decision.