Dispute Overview
This is a brief explanation on how disputes and settlement works.
Overview
The dispute resolution section allows administrators to manage and resolve disputes between users effectively. Each dispute can be addressed by selecting an appropriate action, which determines the outcome of the dispute. There are two primary actions available: Refund and Approve. Below is a detailed explanation of what each action does and whom it benefits.
Actions and Their Outcomes
Refund
Purpose: To benefit the buyer.
Balance Adjustment: The buyer's reserved balance is decreased by the transaction amount, and their available balance is increased by the same amount, effectively refunding the buyer.
Transaction Status Update: The status of the offer related to the dispute is changed to refunded, indicating that the transaction has been refunded due to the dispute.
Notification: Both the buyer and the seller are notified of the refund through email and/or system notifications.
Approve
Purpose: To benefit the seller.
Transaction Approval: The transaction is approved, meaning that the goods or services provided by the seller are deemed satisfactory.
Escrow Process Completion: Assuming an escrow process is in place, the funds held in escrow are released to the seller.
Transaction Status Update: The status of the offer related to the dispute is changed to completed, indicating that the transaction has been approved and funds have been released to the seller.
Notification: Both the buyer and the seller are notified of the approval through email and/or system notifications.
How to Use
Review the Dispute:
Carefully read through the details provided by both parties involved in the dispute.
Assess any evidence or additional information provided.
Select an Action:
Choose Refund if you determine that the buyer's complaint is valid and the buyer should be refunded.
Choose Approve if you determine that the seller has fulfilled their obligations and the transaction should be approved.
Update Dispute Status:
After selecting an action, you must also update the dispute status to reflect the current state of the dispute (e.g., Resolved or Closed).
Submit Resolution:
Fill in any additional details in the resolution form and click the Update Status button to apply the changes.
Example Scenarios
Scenario 1: Refund
Case: A buyer opens a dispute because they have not received the login details for an account they purchased.
Action: After reviewing the case, you find the buyer's claim to be valid. You select Refund.
Outcome: The buyer's reserved balance is reduced, their available balance is increased, the transaction status is updated to refunded, and both parties are notified.
Scenario 2: Approve
Case: A buyer opens a dispute claiming that the account details provided do not match the description. After reviewing the case, you find that the seller has provided all the correct information, and the buyer's claim is unfounded.
Action: You select Approve.
Outcome: The transaction is approved, the funds in escrow are released to the seller, the transaction status is updated to completed, and both parties are notified.
Important Notes
Always ensure to collect and review all relevant information before making a decision.
Communicate clearly with both parties involved in the dispute to avoid misunderstandings.
Use the provided tools and notifications to keep all parties informed of the dispute's status and resolution.
Once a dispute resolution has been made, it cannot be reversed.
By following these guidelines, you can effectively manage disputes and maintain a fair and transparent platform for all users.
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