How to create and track a call dispute as a Buyer

If you believe that a call is invalid or does not meet campaign requirements, you can create a dispute from Call Log.

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

After you submit a dispute, a Platform Manager will review it and make a decision.

Before you start

You can create disputes only if the Dispute Calls permission is enabled for your account.

If this permission is disabled:

• the Dispute Call action is not visible;
• the Disputes page is not available.

A dispute can also be created only during the allowed dispute period. This period is called the Dispute Window or Hold Period.

If the Dispute Window has expired, you will not be able to submit the dispute.

Which calls can be disputed

You can create a dispute only for calls available in your Call Log.

The call must also have a status that allows disputes, such as:

• Completed - With Conversion
• Call Not Connected - With Conversion

If the call does not meet the requirements, the dispute action may not be available.

Step 1. Open Call Log

Go to Call Log.

Find the call you want to dispute.

Click:

Dispute Call

A dispute form will open.

Step 2. Check the call details

Before submitting the dispute, check that you selected the correct call.

The dispute form shows important call information, such as:

• call date;
• Caller ID;
• destination;
• buyer;
• payout;
• call duration;
• call status;
• hang up information.

This helps you confirm that the dispute is being created for the right call.

Step 3. Select a dispute reason

Choose the reason that best describes the issue.

Available reasons may include:

• Caller hung up immediately
• Call was not connected
• Invalid Caller (Bot/Spam)
• Duplicate call
• Did not meet qualification criteria
• Technical issues
• Other

The dispute reason is required. You cannot submit a dispute without selecting a reason.

Choose the most accurate reason so the Manager can understand the issue faster.

Step 4. Add additional information

You can use the Additional Information field to explain the issue in more detail.

This field is optional, but adding a short explanation can help the Manager review the dispute faster.

For example:

The caller ended the call immediately and did not request the service.

Or:

The same caller already contacted us earlier, so this looks like a duplicate call.

Or:

The caller did not meet the campaign qualification criteria.

Try to keep the comment clear and specific.

Step 5. Upload supporting evidence

You can attach files that help support your dispute.

For example:

• screenshots;
• documents;
• call recordings;
• other relevant files.

Supporting evidence is optional, but it can make the review process easier and faster.

Step 6. Send the dispute

After filling in the form, click:

Send

Once the dispute is submitted, it receives the status:

Pending

This means the dispute has been sent to the Platform Manager and is waiting for review.

What happens after you send a dispute

After the dispute is sent:

• the dispute appears on the Disputes page;
• the status is set to Pending;
• the same call cannot be disputed again while the dispute is active;
• the Manager receives a notification;
• you can track the review result from the Disputes page.

If the dispute is reviewed, you will receive an in-app notification.

How to track your disputes

Open the Disputes page from the left-side navigation menu.

Here you can view all disputes you submitted.

You can use this page to:

• check dispute statuses;
• search for a specific dispute;
• filter disputes;
• open dispute details;
• view the Manager’s decision.

Pending disputes counter

The Disputes menu item may show a counter.

This counter shows how many of your disputes are still in the Pending status.

When a dispute is reviewed and its status changes to Accepted, Accepted Partial, or Rejected, it is removed from the pending counter.

If there are no pending disputes, the counter is hidden.

Disputes table

The Disputes table shows your submitted disputes.

Pending disputes are usually displayed at the top, so you can quickly see which disputes are still waiting for review.

The table may include:

You can also use search, filters, sorting, refresh, and table settings to manage the list.

How to view dispute details

To open a dispute, click Show Details in the Action column.

The details panel shows two main sections:

About Call

This section shows call information, such as:

• call date;
• Caller ID;
• destination;
• payout;
• duration;
• status;
• hang up details.

If a recording is available, you can listen to it from this section.

Dispute

This section shows the information submitted with the dispute:

• dispute reason;
• additional information;
• supporting evidence;
• current status;
• Manager’s decision, once available.

What Manager decisions mean

Accepted​

The Manager approved the dispute.

The call was confirmed as invalid or not payable according to the review.

Accepted Partial​

The Manager partially approved the dispute.

Only part of the amount was adjusted.

Rejected​

The Manager declined the dispute.

The call was reviewed and considered valid.

If your dispute was rejected, you may be able to submit another dispute for the same call only if the Dispute Window is still active.