Disputes

Disputes lets you manage all disputes related to packing errors and carrier insurance claims. Disputes are created by OMS accounts when there are problems with shipped orders. From here you can review each dispute, accept or reject it, add warehouse comments, archive resolutions, and transfer claims to carrier insurance when appropriate.

Why use Disputes?

Centralized Management

See all pending and resolved disputes in a single table. Quickly access information for each dispute.

Quick Resolution

Accept or reject disputes directly from the list. The system automatically updates partial invoices when you resolve a dispute.

Clear Communication

Add warehouse comments to explain your decision. Sellers can see these comments to understand the resolution.

Insurance Claims

Transfer disputes to carrier insurance when the problem is the carrier’s responsibility. Available within 30 days from report date.

Organized Archive

Archive resolved disputes to keep the list clean and focused on pending disputes.

Amount Tracking

See the total claim amount broken down by components (shipping & handling, return label, restocking, additional compensation).

Access Disputes

You can access Disputes from:

1. Billing Menu: Navigate to Billing > Disputes
2. Directly: Access /Disputeslist.php

Permissions and Views

Visible disputes depend on your user level:

• Admin (UserLevel 3): See only disputes with Status = 68 (pending Carrier Insurance Claims)
• Manager (UserLevel 2, UserWH = 1): See disputes with Status = 65 (Packing Errors) and Status = 68
• Warehouse (UserLevel 2, UserWH = 0): See only disputes with Status = 65
• Seller (UserLevel 1): See disputes from their own account with multiple statuses

Table Fields

The table shows the following columns for each dispute:

Identification Information

• ID: Unique dispute number.
• Report Date: Date when the dispute was reported (BeginDate). Also called “PackingError Date”.

Account Information (Administrators Only)

• Account: ID of the OMS account that reported the dispute. Only visible to users without a specific account (administrators).

Order Information

• Shipping#: Number of the original order that generated the dispute (FromOrderID). Click this number to see order details.
• Corrective Shipping#: Number of the corrective order created to resolve the dispute (OrderID). May be 0 if no corrective order has been created.

Financial Information

• Claim Amount: Total claim amount. Click this amount to see detailed breakdown:
  • Shipping & Handling
  • Return Label
  • Restocking
  • Additional Compensation
• Sh & H: Shipping and handling amount for the corrective order (shipping_handling_amount_corrective_order).

Dispute Information

• Dispute Type: Type of dispute (type_dispute). Indicates the nature of the reported problem.
• Status: Current dispute status. Common statuses include:
  • 65: Packing Error (pending warehouse review)
  • 66: Accepted by warehouse
  • 67: Declined by warehouse
  • 68: Carrier Insurance Claim (pending admin review)
  • 69: Carrier Insurance Claim accepted
  • 70: Carrier Insurance Claim declined
  • 72: Packing Error removed by seller
  • 73: Carrier Insurance Claim removed by seller

Descriptions

• Problem Description: Problem description provided by the seller (DescriptionSeller).
• Warehouse’s Final Comments: Final warehouse comments about the resolution (DescriptionWarehouse). You can edit these comments.

Additional Information (Administrators Only)

• Picker’s Name: Name of the picker who processed the original order.
• Recipient phone: Phone number of the order recipient.
• Proof of compensation Value: Attached file proving compensation value (file_name).

Closure Information

• Closed Date: Date when the dispute was closed (FinishDate). May be empty if the dispute is still open.

View Disputes List

1. Access Disputes

   Navigate to Billing > Disputes or access directly at /Disputeslist.php.

2. Review counters

   At the top right, you’ll see icons with counters showing:

   • Disputes pending your attention
   • Disputes in different statuses according to your user level

3. Review the table

   The table shows all visible disputes according to your permissions. By default it shows 20 records per page and is sorted by ID descending (most recent first).

4. Navigate between pages

   Use pagination controls at the bottom to navigate between result pages. You can go to First, Previous, Next, or Last.

5. Adjust records per page

   Select the number of records you want to see per page from the Records Per Page dropdown menu. Available options: 10, 20, 50, 100, 200, 500, or All Records.

Search Disputes

Basic Search

1. Use the basic search field

   At the top of the table, find the search field with the Search (*) button.

2. Enter your search term

   Type the text you want to search. The search looks in the following fields:

   • DescriptionSeller (Problem Description)
   • DescriptionWarehouse (Warehouse’s Final Comments)
   • Status

3. Select search type

   Choose how you want your search interpreted:

   • Exact phrase: Searches for the exact phrase
   • All words: Searches for records containing all words
   • Any word: Searches for records containing any of the words

4. Execute search

   Click Search (*) to execute the search.

5. Clear search

   Click Reset or Show all to clear the search and see all records again.

Advanced Search

1. Access advanced search

   At the top of the page, you’ll find advanced search fields.

2. Search by ID

   In the ID field, enter the specific dispute number you want to find.

3. Search by Report Date

   In the Report Date field, select a date range using the calendars:

   • Click the calendar icon next to the first field to select the initial date
   • Click the calendar icon next to the second field to select the final date
   • The system will search for disputes reported between these two dates (inclusive)

4. Search by Status

   Select a specific status from the dropdown list to filter disputes by status.

5. Execute search

   Filters apply automatically when you select values. The table updates to show only matching results.

Available Actions

Available actions depend on your user level and the dispute status:

For Warehouse (UserLevel 2, UserWH = 0)

Disputes with Status = 65 (Packing Error)

1. Accept Dispute

   Click Accept to accept the dispute. This:

   • Changes Status to 66 (Accepted)
   • Creates entries in partial invoices to reimburse the seller
   • Moves the dispute to Disputes Archived
   • Sets FinishDate to current date

2. Reject Dispute

   Click Decline to reject the dispute. This:

   • Changes Status to 67 (Declined)
   • Creates entries in warehouse partial invoices
   • Moves the dispute to Disputes Archived
   • Sets FinishDate to current date

3. Transfer to Carrier Insurance

   If the dispute was reported less than 30 days ago, you’ll see the CarrierInsurance option. Click to transfer the claim to carrier insurance. This changes Status to 68.

4. Edit Comments

   Click Edit Comment to add or modify final warehouse comments. These comments are visible to the seller.

Pending Actions

If you see the message “Pending actions”, it means the corrective order is not yet in a state that allows processing the dispute. Wait until the corrective order is complete or in an appropriate state.

For Manager/Admin (UserLevel 2, UserWH = 1 or UserLevel 3)

Disputes with Status = 68 (Carrier Insurance Claim)

1. Accept Claim

   Click Accept to accept the carrier insurance claim. This changes Status to 69.

2. Reject Claim

   Click Decline to reject the carrier insurance claim. This changes Status to 70.

3. Edit Comments

   Click Edit comment to add comments about the claim decision.

For Sellers (UserLevel 1)

1. Remove Packing Error

   For disputes with Status = 65, you can click Remove to remove the dispute. This changes Status to 72.

2. Remove Carrier Insurance Claim

   For disputes with Status = 68, you can click Remove to remove the claim. This changes Status to 73.

3. Undo Removal

   For disputes with Status = 72 or 73, you can click Undo to restore the dispute to its previous status.

4. Archive Disputes

   Select resolved disputes using checkboxes and click Archive to archive them.

View Claim Amount Details

1. Locate the dispute

   Find the dispute in the table.

2. Click Claim Amount

   Click the amount in the Claim Amount column.

3. Review breakdown

   A popup window will show the detailed breakdown:

   • ID: Dispute number
   • SH&H: Shipping & Handling amount
   • Return_Label: Return label amount
   • Restocking: Return amount
   • Additional_Compensation: Compensation amount
   • Total_Amount: Total sum of all components

View Order Details

1. Locate the dispute

   Find the dispute in the table.

2. Click Shipping#

   Click the number in the Shipping# column. This will open a new tab with complete details of the original order.

3. Review information

   On the order details page, you can see:

   • Complete client information
   • Included products
   • Shipping address
   • Order status
   • Change history

Edit Warehouse Comments

1. Locate the dispute

   Find the dispute for which you want to add or edit comments.

2. Click Edit Comment

   Click Edit Comment (or Edit comment according to your user level) in the actions column.

3. Enter or modify comments

   The Warehouse’s Final Comments field will become an editable text field. Write your comments explaining the decision or resolution.

4. Save changes

   Click Update to save comments. Comments will be visible to the seller.

5. Cancel editing

   If you don’t want to save changes, click Cancel to return to view mode.

Archive Disputes (Sellers)

1. Select disputes

   Check the checkboxes next to disputes you want to archive. You can only archive disputes that are already resolved (Status different from 65, 68, 72, 73).

2. Select all (optional)

   Check the “Select All” checkbox at the top to select all visible disputes on the current page.

3. Click Archive

   Click the Archive button at the top of the actions column.

4. Confirm archive

   Selected disputes will be archived and moved to Disputes Archived.

Understanding Dispute Statuses

Dispute statuses indicate what stage of the process they’re in:

• 65 - Packing Error: Dispute reported by seller, pending warehouse review
• 66 - Accepted: Dispute accepted by warehouse, refunds applied
• 67 - Declined: Dispute rejected by warehouse
• 68 - Carrier Insurance Claim: Claim transferred to carrier insurance, pending admin review
• 69 - Carrier Insurance Accepted: Insurance claim accepted by admin
• 70 - Carrier Insurance Declined: Insurance claim rejected by admin
• 72 - Packing Error Removed: Packing error removed by seller
• 73 - Carrier Insurance Removed: Carrier insurance claim removed by seller

Important Rules

Time Rules

• Packing Errors: Automatically accepted in favor of the seller after 60 calendar days from report date if the warehouse hasn’t taken action.
• Carrier Insurance Claims: Only available to transfer within 30 days from report date (Report Date).

Pending Actions

If you see “Pending actions” instead of Accept/Decline buttons, it means the corrective order is not yet in a state that allows processing the dispute. Wait until the corrective order is complete.

Sort Table

You can sort the table by clicking any column header:

• First click: Sorts ascending (lowest to highest, A-Z)
• Second click: Sorts descending (highest to lowest, Z-A)

Sortable columns include:

• ID
• Report Date
• Account (admins only)
• Shipping#
• Dispute Type
• Status
• Problem Description
• Warehouse’s Final Comments
• Corrective Shipping#
• Sh & H
• Closed Date
• Recipient phone (admins only)
• Proof of compensation Value (admins only)

Best Practices

Review Quickly

Review pending disputes regularly. Packing errors are automatically accepted after 60 days if you don’t take action.

Add Clear Comments

Always add warehouse comments when accepting or rejecting a dispute. This helps the seller understand your decision.

Review Details Before Deciding

Click Shipping# to see complete order details before accepting or rejecting a dispute.

Use Carrier Insurance Appropriately

Transfer disputes to carrier insurance only when the problem is clearly the carrier’s responsibility. Remember you only have 30 days from report date.

Verify Amounts

Click Claim Amount to see complete breakdown before processing refunds.

Archive Regularly

Archive resolved disputes regularly to keep the list focused on pending disputes.

Troubleshooting

I don’t see disputes in the table

Problem: The table is empty or shows “No records found”.

Solution:

• Verify that there are disputes in the system
• Check that search filters are not too restrictive
• Verify your user level and permissions (different levels see different dispute statuses)
• Clear all filters using Reset or Show all

I can’t accept or reject a dispute

Problem: I see “Pending actions” instead of Accept/Decline buttons.

Solution:

• The corrective order is not yet in an appropriate state
• Wait until the corrective order is complete or in a state that allows processing the dispute
• Verify the corrective order status by clicking Corrective Shipping#

I don’t see the CarrierInsurance option

Problem: The CarrierInsurance option doesn’t appear for a dispute.

Solution:

• This option is only available within 30 days from report date (Report Date)
• If more than 30 days have passed, the option will no longer be available
• Verify the dispute report date

Comments don’t save

Problem: Warehouse comments don’t save when I click Update.

Solution:

• Make sure to click Update after editing comments
• Verify that you have edit permissions
• Reload the page if changes don’t reflect

I can’t archive disputes

Problem: The Archive button doesn’t work or doesn’t appear.

Solution:

• Only sellers (UserLevel 1) can archive disputes
• You can only archive disputes that are already resolved (Status different from 65, 68, 72, 73)
• Select at least one dispute using checkboxes before clicking Archive
• Verify your permissions with the system administrator

Claim Amount doesn’t show breakdown

Problem: When clicking Claim Amount, the window with breakdown doesn’t appear.

Solution:

• Verify that your browser allows popups
• Make sure to click directly on the amount (number)
• Try another browser if the problem persists

Related Links

• Dashboard - Overview of warehouse operations
• Reports - Billing and operations reports
• Statements - Account statements and billing
• Daily Storage - Daily storage and associated costs