Call Disputes overview

Call Disputes allow Buyers to report calls that may be invalid or do not meet campaign requirements.

For example, a Buyer may create a dispute if a call looks like spam, bot traffic, prank call, duplicate call, technical issue, or if the caller did not meet the qualification criteria.

After a dispute is submitted, it is sent to a Platform Manager for review. The Manager checks the call details, recording, dispute reason, and any supporting evidence, then makes a final decision.

Why Call Disputes are useful

Call Disputes help keep call traffic quality under control.

Instead of discussing questionable calls manually, Buyers can submit disputes directly from Dialics. This keeps all dispute information in one place and makes the review process more transparent.

With Call Disputes, teams can:

• report invalid or low-quality calls faster;
• review disputed calls in a structured way;
• reduce manual communication between Buyers and Managers;
• keep a history of all disputes;
• make payout and revenue adjustments easier to understand;
• improve traffic quality over time.

Who uses Call Disputes

There are two main user roles in the dispute process.

Buyer

A Buyer can create a dispute for a call they believe should be reviewed.

Buyer can:

• open a dispute from Call Log;
• select a dispute reason;
• add additional information;
• upload supporting evidence;
• track the dispute status;
• view the Manager’s decision.

Platform Manager​

A Platform Manager reviews disputes submitted by Buyers.

Manager can:

• access all submitted disputes;
• review call details;
• listen to call recordings;
• check Buyer comments and attached files;
• accept, partially accept, or reject disputes;
• process disputes one by one or in bulk.

How the dispute process works

The dispute process usually follows these steps:

1. Buyer finds a call in Call Log.
2. Buyer creates a dispute and submits it.
3. The dispute receives the Pending status.
4. Platform Manager receives a notification.
5. Manager reviews the dispute.
6. Manager accepts, partially accepts, or rejects the dispute.
7. Buyer receives a notification when the dispute is reviewed.
8. The final result becomes available in the dispute details.

Dispute statuses

Each dispute has a status. The status shows where the dispute is in the review process.

Pending​

The dispute has been submitted and is waiting for Manager review.

Accepted

The dispute has been approved.

This usually means the call was confirmed as invalid, and the financial result is adjusted.

Accepted Partial

The dispute has been partially approved.

This means only part of the call amount is adjusted.

Rejected

The dispute has been declined.

This means the call was reviewed and considered valid.

Notifications

Dialics sends in-app notifications to help users stay updated without checking disputes manually.

Manager notifications

Managers receive a notification when Buyers submit new disputes.

Example:

3 new disputes submitted by Buyers

Buyer notifications

Buyers receive a notification when their disputes are reviewed.

Example:

2 disputes have been reviewed.

Vendor notifications

Vendors receive notifications only when the dispute result affects their revenue.

Example:

Call revenue for 2 calls has been adjusted.

Notifications can be delivered in batches, for example every few hours, so users do not receive too many separate messages.