How to review and resolve call disputes as a Platform Manager

Platform Managers use Manage Disputes to review disputes submitted by Buyers.

This page helps Managers see all open and resolved disputes in one place, quickly identify pending cases, check call details, and make decisions.

Before you start

To access and manage disputes, you need the correct permissions.

There are two dispute-related permissions:

If you have only View, you can open disputes and review information, but you cannot accept, partially accept, or reject them.

To make decisions, you need Edit permission.

The View permission is required before Edit can be assigned.

How to open Manage Disputes

Go to the left-side navigation menu and open:

Disputes

This opens the Manage Disputes page.

The Disputes menu item may show a counter with the number of disputes in the Pending status.

This helps you quickly see how many disputes require your attention.

Pending disputes counter

The counter shows the total number of disputes waiting for Manager review.

It updates when:

• a Buyer submits a new dispute;
• a dispute changes from Pending to Accepted;
• a dispute changes from Pending to Accepted Partial;
• a dispute changes from Pending to Rejected.

When a dispute is resolved, it is removed from the counter.

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

Manage Disputes table

The Manage Disputes page shows all disputes submitted by Buyers.

By default:

• Pending disputes appear at the top;
• resolved disputes appear below.

This helps Managers focus first on cases that still need review.

The default status order is:

1. Pending
2. Accepted
3. Accepted Partial
4. Rejected

Main table columns

The table includes the key information needed to review disputes.

Some columns may be hidden by default and can be added from table settings.

Search, filters, and sorting

Use search, filters, and sorting to work with disputes more efficiently.

Search can help you find disputes by:

• campaign;
• Caller ID;
• destination;
• buyer;
• revenue;
• vendor;
• payout;
• reason.

Filters allow you to narrow the list by specific fields, such as status, campaign, buyer, vendor, or reason.

Sort lets you organize the table in ascending or descending order.

Refresh reloads the table and shows the latest data.

Settings allow you to customize visible columns and the number of rows shown on the page.

How to review a dispute

Open a dispute from the table.

Before making a decision, review the available information:

• call details;
• campaign;
• Caller ID;
• buyer;
• vendor;
• revenue;
• payout;
• call duration;
• dispute reason;
• Buyer’s additional information;
• supporting evidence;
• call recording, if available.

This helps you understand why the Buyer submitted the dispute and whether the call should be adjusted.

Manager decision options

For disputes with the Pending status, you can choose one of three decisions.

Accept

Use Accept when the dispute is valid and the call should be fully adjusted.

For example, the call may be confirmed as spam, bot traffic, duplicate, or not qualified.

When a dispute is accepted, the final amount may be adjusted to zero.

Accept Partial

Use Accept Partial when the dispute is partly valid, but the call should not be fully adjusted.

For example, only part of the revenue or payout may need to be changed.

When selecting this option, add a clear explanation so the Buyer understands why the dispute was only partially accepted.

Reject

Use Reject when the call is considered valid after review.

The original amount remains unchanged.

It is recommended to add a comment explaining why the dispute was rejected.

Quick actions

For pending disputes, quick actions may be available directly from the table:

• Accept
• Accept Partial
• Reject

Quick actions are useful when you already have enough information to make a decision without opening the full details panel.

For resolved disputes, quick actions are not available. You can still open the dispute to view its details.

Bulk actions

If several pending disputes should receive the same decision, you can use bulk actions.

Available bulk actions may include:

• Accept selected disputes
• Reject selected disputes

Bulk actions are useful when you need to process multiple similar disputes at once.

Use them carefully and make sure the selected disputes have been reviewed properly.

What happens after a decision is made

After you resolve a dispute:

• the dispute status changes from Pending to the selected final status;
• the dispute is removed from the pending counter;
• Buyer receives an in-app notification;
• financial values may be updated depending on the decision;
• Vendor may receive a notification if the decision affects Vendor revenue.

Best practices for Managers

Before making a decision, check the full context of the call.

Review the call recording when available, read the Buyer’s additional information, and check any supporting evidence.

If you reject a dispute or accept it partially, add a clear explanation. This helps Buyers understand the decision and reduces follow-up questions.