Before you start
- Your store is online and a buyer has opened a complaint.
A dispute is a complaint opened by a buyer (wrong product, parcel not received…). Handling it well — quickly and with the right tone — protects your reputation and often turns an unhappy customer into a loyal one.
What you'll learn
- Spot the disputes to handle, especially the urgent ones.
- Read the complaint and reply to the buyer.
- Close the dispute with a decision.
Step by step
Step 1 — Spot the disputes to handle
In the left-hand menu, open Sales & CRM then Disputes. At the top right, two counters (marker ①): Open and Urgent >48h — the latter have been awaiting a reply for over 48 hours, to handle first. The tabs (marker ②) separate Open disputes and Settings.
Each row shows the order concerned, the status, the opening step, the number of messages and the date. A >48h badge flags urgency. Click View (marker ③) to open the dispute.
Step 2 — Reply, then resolve
The dispute detail opens. The Conversation (marker ①) shows the buyer's message — here "The product isn't the one I ordered". Use Reply to the buyer (marker ②) to talk and understand the problem. When a solution is found, the Resolve the dispute section (marker ③) lets you choose a decision (accept, partially refund, decline), add a message and click Apply the resolution.
Expected result
The dispute is handled: the buyer received your reply and decision, and it moves from "Open" to resolved. Your urgency counters drop, and your satisfaction score is protected.
Expert tips
- Reply fast. Within 48h ideally: speed defuses most conflicts.
- Stay factual and courteous. A calm tone soothes, even with an upset customer.
- Offer a concrete solution. Reshipment, partial or full refund depending on the case.
- Talk before refunding. A simple misunderstanding is often solved with one message.
Common mistakes
| Mistake | Why it's a problem | The fix |
|---|---|---|
| Leaving a dispute unanswered | It turns urgent (>48h) and hurts your score. | Handle open disputes every day. |
| Replying defensively | The conflict escalates. | Stay courteous and solution-oriented. |
| Refunding without talking | You lose money on a simple misunderstanding. | Talk first via the conversation. |
| Closing without explaining | The buyer doesn't understand the decision. | Add a clear resolution message. |
Frequently asked questions
What exactly is a dispute?
It's a complaint opened by a buyer about an order (wrong product, parcel not received, etc.). You handle it from Sales & CRM → Disputes.
What does the ">48h" badge mean?
The dispute has been awaiting a reply for over 48 hours. It's considered urgent: handle it first to protect your customer satisfaction.
What decisions can I make?
Depending on the case: accept (refund), partially refund, or decline the complaint. Each decision comes with a message for the buyer.
Is the buyer notified of my reply?
Yes. Your replies and your resolution decision are sent to the buyer, who follows the exchange on their side.
Can I configure my dispute policy?
Yes, in the Settings tab of the Disputes page: deadlines and refund options are set once and for all.