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Order Disputes

Sawyer
Updated

If you've received an email about a dispute or want to review resolved disputes, you can access more information in the Order Disputes section of Financials in your Sawyer provider portal. If you're looking for more information on customer disputes in general and how to handle them please consult this FAQ. 

How to find order disputes

  1. Navigate to Financials
  2. Click into Order Disputes
    • You'll see two tabs, Open and Resolved. These show information about open disputes and resolved disputes. 

Understanding disputes

When a dispute has been filed, you’ll receive an email.

All of the information in order disputes comes from our payment processing partner Stripe. If you have submitted evidence for a dispute and don't see an immediate update, please wait 24 hours to see if the dashboard refreshes. 

Open Tab

The Open tab shows disputes that are in progress.

  • Order # - This is the order number that is being disputed. If you click on a specific order number, it will take you to that order page.
  • Amount - The amount being disputed.
  • Reason - Why a customer has created a specific dispute.
  • Customer Name - The name of the customer who has created this dispute. If you click on a specific name, it will take you to that specific customer's profile. 
  • Dispute Date - The date a dispute was filed.
  • Resolves In - A dynamic countdown column that lists the number of days until the evidence is due.
  • Status - The status of a dispute will appear here. You may see statuses like Needs Response or Under Review. These are controlled by Stripe and can take a day to update. Once a dispute is resolved it moves into the Resolved tab.
  • Three Dot Menu - Use the three dot mini menu to submit evidence. You can also access this evidence form through the dispute notification email. This mini menu disappears once a dispute is under review.

Resolved Tab

The Resolved tab shows disputes that have been resolved. 

  • Order # - This is the order number that is being disputed. If you click on a specific order number, it will take you to that order page.
  • Amount - The amount being disputed.
  • Reason - Why a customer has created a specific dispute.
  • Customer Name - The name of the customer who has created this dispute. If you click on a specific name, it will take you to that specific customer's profile. 
  • Dispute Date - The date a dispute was filed.
  • Resolves On - When the dispute was resolved.
  • Status - Whether a dispute was won or lost by the provider. 

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