Disputes for First Party Orders
Within the Otter Dashboard, you can efficiently manage all disputes filed for orders placed through your direct online website, kiosks, or Otter POS.
From the Guest Disputes page, you can:
- Filter by date range, dispute status, brands, and location
- View detailed dispute, payout, and order information
- See totals of $ disputed, and disputes reversed
- Ability to manage disputes by accepting or disputing claims, and uploading evidence to submit for a dispute claim
- Use a modal guide that offers assistance when viewing dispute details
To view the Guest Disputes page, follow the steps below:
- Step 1
From the Otter Dashboard, click Apps > Financials.
- Step 2
Select the Financials tab > Guest Disputes. - Step 3
Use filters to create desired views of disputes.
Guest Disputes Report Glossary:
| Column | Definition |
|---|---|
| Date | Date of transaction or activity |
| Type | Classification of transaction (like “dispute”) |
| Amount | Dollar value associated with the transaction |
| Processing fee | The fee for processing the transaction and commission |
| Dispute status | The current status of the dispute (like “Lost” or “Won”) |
| Payout status | The current status of the payout (pending, processed, or error) |
| Channel | The ordering channel/platform associated with the transaction |
| Store | Name of the store associated with the transaction |
| Description | Additional details of the payout, such as order ID |
Submitting Dispute Evidence
If countering a dispute, you’ll need to submit evidence for review. To do so, follow the steps below:
- Select a transaction from the Guest Dispute page.
- Click Counter dispute.
- Open the Submit evidence modal to upload files. Select the corresponding category and check the confirmation box.
- Once all files are uploaded, click [Submit claim].
Related to
Updated
Comments
0 comments
Article is closed for comments.