[{"data":1,"prerenderedAt":160},["ShallowReactive",2],{"$fkYP3SKqMFW7vRkvtDmn6OxTRnQjqoYh3mNrafYqCskA":3,"$f4SJ-HxZs1rIMPw6A16ESf6Tl1nUKfN4FmuAAkCPFVeU":91},{"id":4,"title":5,"url_name":6,"status":7,"link":8,"category":9,"breadcrumbs":16,"date":26,"updated_time":27,"content":28,"excerpt":29,"tables":30,"author":76,"comments":78,"helpful":79,"acf":13,"read_time":81,"thumbnail":82,"yoast_seo":87},7034,"How to review and resolve call disputes as a Platform Manager","how-to-review-and-resolve-call-disputes-as-a-platform-manager","publish","/help-center/using-dialics/how-to-review-and-resolve-call-disputes-as-a-platform-manager/",{"current_category":10,"current_category_slug":11,"current_category_id":12,"is_child_category":13,"category_list":14},"Using Dialics","using-dialics",91,false,[10,15],"Disputes",[17,21,24],{"level":18,"url":19,"name":20},1,"/help-center/","Help Center",{"level":22,"url":23,"name":10},2,"/help-center/using-dialics/",{"level":25,"url":8,"name":5},3,"May 7, 2026","Updated 1 hours ago","\u003Cp>Platform Managers use \u003Cstrong>Manage Disputes\u003C/strong> to review disputes submitted by Buyers.\u003C/p>\u003Cp>This page helps Managers see all open and resolved disputes in one place, quickly identify pending cases, check call details, and make decisions.\u003C/p>\u003Ch2 id=\"before-you-start-1\">Before you start\u003C/h2>\u003Cp>To access and manage disputes, you need the correct permissions.\u003C/p>\u003Cp>There are two dispute-related permissions:\u003C/p>\u003Ctable>\u003Cthead>\u003Ctr>\u003Cth>Permission\u003C/th>\u003Cth>What it allows\u003C/th>\u003C/tr>\u003C/thead>\u003Ctbody>\u003Ctr>\u003Ctd>\u003Cstrong>View\u003C/strong>\u003C/td>\u003Ctd>Allows you to view the disputes list and dispute details\u003C/td>\u003C/tr>\u003Ctr>\u003Ctd>\u003Cstrong>Edit\u003C/strong>\u003C/td>\u003Ctd>Allows you to make decisions on disputes\u003C/td>\u003C/tr>\u003C/tbody>\u003C/table>\u003Cp>If you have only \u003Cstrong>View\u003C/strong>, you can open disputes and review information, but you cannot accept, partially accept, or reject them.\u003C/p>\u003Cp>To make decisions, you need \u003Cstrong>Edit\u003C/strong> permission.\u003C/p>\u003Cp>The \u003Cstrong>View\u003C/strong> permission is required before \u003Cstrong>Edit\u003C/strong> can be assigned.\u003C/p>\u003Ch2 id=\"how-to-open-manage-disputes-2\">How to open Manage Disputes\u003C/h2>\u003Cp>Go to the left-side navigation menu and open:\u003C/p>\u003Cp>\u003Cstrong>Disputes\u003C/strong>\u003C/p>\u003Cp>This opens the \u003Cstrong>Manage Disputes\u003C/strong> page.\u003C/p>\u003Cp>The Disputes menu item may show a counter with the number of disputes in the \u003Cstrong>Pending\u003C/strong> status.\u003C/p>\u003Cp>This helps you quickly see how many disputes require your attention.\u003C/p>\u003Ch2 id=\"pending-disputes-counter-3\">Pending disputes counter\u003C/h2>\u003Cp>The counter shows the total number of disputes waiting for Manager review.\u003C/p>\u003Cp>It updates when:\u003C/p>\u003Cul>\u003Cli>a Buyer submits a new dispute;\u003C/li>\u003Cli>a dispute changes from \u003Cstrong>Pending\u003C/strong> to \u003Cstrong>Accepted\u003C/strong>;\u003C/li>\u003Cli>a dispute changes from \u003Cstrong>Pending\u003C/strong> to \u003Cstrong>Accepted Partial\u003C/strong>;\u003C/li>\u003Cli>a dispute changes from \u003Cstrong>Pending\u003C/strong> to \u003Cstrong>Rejected\u003C/strong>.\u003C/li>\u003C/ul>\u003Cp>When a dispute is resolved, it is removed from the counter.\u003C/p>\u003Cp>If there are no pending disputes, the counter is hidden.\u003C/p>\u003Ch2 id=\"manage-disputes-table-4\">Manage Disputes table\u003C/h2>\u003Cp>The \u003Cstrong>Manage Disputes\u003C/strong> page shows all disputes submitted by Buyers.\u003C/p>\u003Cp>By default:\u003C/p>\u003Cul>\u003Cli>\u003Cstrong>Pending\u003C/strong> disputes appear at the top;\u003C/li>\u003Cli>resolved disputes appear below.\u003C/li>\u003C/ul>\u003Cp>This helps Managers focus first on cases that still need review.\u003C/p>\u003Cp>The default status order is:\u003C/p>\u003Col>\u003Cli>\u003Cstrong>Pending\u003C/strong>\u003C/li>\u003Cli>\u003Cstrong>Accepted\u003C/strong>\u003C/li>\u003Cli>\u003Cstrong>Accepted Partial\u003C/strong>\u003C/li>\u003Cli>\u003Cstrong>Rejected\u003C/strong>\u003C/li>\u003C/ol>\u003Ch2 id=\"main-table-columns-5\">Main table columns\u003C/h2>\u003Cp>The table includes the key information needed to review disputes.\u003C/p>\u003Ctable>\u003Cthead>\u003Ctr>\u003Cth>Column\u003C/th>\u003Cth>Description\u003C/th>\u003C/tr>\u003C/thead>\u003Ctbody>\u003Ctr>\u003Ctd>\u003Cstrong>Status\u003C/strong>\u003C/td>\u003Ctd>Current dispute status\u003C/td>\u003C/tr>\u003Ctr>\u003Ctd>\u003Cstrong>Call Date\u003C/strong>\u003C/td>\u003Ctd>Date and time of the call\u003C/td>\u003C/tr>\u003Ctr>\u003Ctd>\u003Cstrong>Campaign\u003C/strong>\u003C/td>\u003Ctd>Campaign related to the call\u003C/td>\u003C/tr>\u003Ctr>\u003Ctd>\u003Cstrong>Caller ID\u003C/strong>\u003C/td>\u003Ctd>Phone number involved in the call\u003C/td>\u003C/tr>\u003Ctr>\u003Ctd>\u003Cstrong>Destination\u003C/strong>\u003C/td>\u003Ctd>Call routing destination\u003C/td>\u003C/tr>\u003Ctr>\u003Ctd>\u003Cstrong>Buyer\u003C/strong>\u003C/td>\u003Ctd>Buyer who opened the dispute\u003C/td>\u003C/tr>\u003Ctr>\u003Ctd>\u003Cstrong>Revenue\u003C/strong>\u003C/td>\u003Ctd>Amount paid by the Buyer for the call\u003C/td>\u003C/tr>\u003Ctr>\u003Ctd>\u003Cstrong>Vendor\u003C/strong>\u003C/td>\u003Ctd>Vendor related to the call\u003C/td>\u003C/tr>\u003Ctr>\u003Ctd>\u003Cstrong>Payout\u003C/strong>\u003C/td>\u003Ctd>Amount paid to the Vendor\u003C/td>\u003C/tr>\u003Ctr>\u003Ctd>\u003Cstrong>Duration\u003C/strong>\u003C/td>\u003Ctd>Call duration\u003C/td>\u003C/tr>\u003Ctr>\u003Ctd>\u003Cstrong>Reason\u003C/strong>\u003C/td>\u003Ctd>Reason selected by the Buyer\u003C/td>\u003C/tr>\u003Ctr>\u003Ctd>\u003Cstrong>Recording\u003C/strong>\u003C/td>\u003Ctd>Indicates whether a call recording is available\u003C/td>\u003C/tr>\u003Ctr>\u003Ctd>\u003Cstrong>Action\u003C/strong>\u003C/td>\u003Ctd>Allows you to review or resolve the dispute\u003C/td>\u003C/tr>\u003C/tbody>\u003C/table>\u003Cp>Some columns may be hidden by default and can be added from table settings.\u003C/p>\u003Ch2 id=\"search-filters-and-sorting-6\">Search, filters, and sorting\u003C/h2>\u003Cp>Use search, filters, and sorting to work with disputes more efficiently.\u003C/p>\u003Cp>\u003Cstrong>Search\u003C/strong> can help you find disputes by:\u003C/p>\u003Cul>\u003Cli>campaign;\u003C/li>\u003Cli>Caller ID;\u003C/li>\u003Cli>destination;\u003C/li>\u003Cli>buyer;\u003C/li>\u003Cli>revenue;\u003C/li>\u003Cli>vendor;\u003C/li>\u003Cli>payout;\u003C/li>\u003Cli>reason.\u003C/li>\u003C/ul>\u003Cp>\u003Cstrong>Filters\u003C/strong> allow you to narrow the list by specific fields, such as status, campaign, buyer, vendor, or reason.\u003C/p>\u003Cp>\u003Cstrong>Sort\u003C/strong> lets you organize the table in ascending or descending order.\u003C/p>\u003Cp>\u003Cstrong>Refresh\u003C/strong> reloads the table and shows the latest data.\u003C/p>\u003Cp>\u003Cstrong>Settings\u003C/strong> allow you to customize visible columns and the number of rows shown on the page.\u003C/p>\u003Ch2 id=\"how-to-review-a-dispute-7\">How to review a dispute\u003C/h2>\u003Cp>Open a dispute from the table.\u003C/p>\u003Cp>Before making a decision, review the available information:\u003C/p>\u003Cul>\u003Cli>call details;\u003C/li>\u003Cli>campaign;\u003C/li>\u003Cli>Caller ID;\u003C/li>\u003Cli>buyer;\u003C/li>\u003Cli>vendor;\u003C/li>\u003Cli>revenue;\u003C/li>\u003Cli>payout;\u003C/li>\u003Cli>call duration;\u003C/li>\u003Cli>dispute reason;\u003C/li>\u003Cli>Buyer’s additional information;\u003C/li>\u003Cli>supporting evidence;\u003C/li>\u003Cli>call recording, if available.\u003C/li>\u003C/ul>\u003Cp>This helps you understand why the Buyer submitted the dispute and whether the call should be adjusted.\u003C/p>\u003Ch2 id=\"manager-decision-options-8\">Manager decision options\u003C/h2>\u003Cp>For disputes with the \u003Cstrong>Pending\u003C/strong> status, you can choose one of three decisions.\u003C/p>\u003Ch3 id=\"accept-9\">Accept\u003C/h3>\u003Cp>Use \u003Cstrong id=\"accept-9\">Accept\u003C/strong> when the dispute is valid and the call should be fully adjusted.\u003C/p>\u003Cp>For example, the call may be confirmed as spam, bot traffic, duplicate, or not qualified.\u003C/p>\u003Cp>When a dispute is accepted, the final amount may be adjusted to zero.\u003C/p>\u003Ch3 id=\"accept-partial-10\">Accept Partial\u003C/h3>\u003Cp>Use \u003Cstrong id=\"accept-partial-10\">Accept Partial\u003C/strong> when the dispute is partly valid, but the call should not be fully adjusted.\u003C/p>\u003Cp>For example, only part of the revenue or payout may need to be changed.\u003C/p>\u003Cp>When selecting this option, add a clear explanation so the Buyer understands why the dispute was only partially accepted.\u003C/p>\u003Ch3 id=\"reject-11\">Reject\u003C/h3>\u003Cp>Use \u003Cstrong id=\"reject-11\">Reject\u003C/strong> when the call is considered valid after review.\u003C/p>\u003Cp>The original amount remains unchanged.\u003C/p>\u003Cp>It is recommended to add a comment explaining why the dispute was rejected.\u003C/p>\u003Ch2 id=\"quick-actions-12\">Quick actions\u003C/h2>\u003Cp>For pending disputes, quick actions may be available directly from the table:\u003C/p>\u003Cul>\u003Cli>\u003Cstrong id=\"accept-9\">Accept\u003C/strong>\u003C/li>\u003Cli>\u003Cstrong id=\"accept-partial-10\">Accept Partial\u003C/strong>\u003C/li>\u003Cli>\u003Cstrong id=\"reject-11\">Reject\u003C/strong>\u003C/li>\u003C/ul>\u003Cp>Quick actions are useful when you already have enough information to make a decision without opening the full details panel.\u003C/p>\u003Cp>For resolved disputes, quick actions are not available. You can still open the dispute to view its details.\u003C/p>\u003Ch2 id=\"bulk-actions-13\">Bulk actions\u003C/h2>\u003Cp>If several pending disputes should receive the same decision, you can use bulk actions.\u003C/p>\u003Cp>Available bulk actions may include:\u003C/p>\u003Cul>\u003Cli>\u003Cstrong>Accept selected disputes\u003C/strong>\u003C/li>\u003Cli>\u003Cstrong>Reject selected disputes\u003C/strong>\u003C/li>\u003C/ul>\u003Cp>Bulk actions are useful when you need to process multiple similar disputes at once.\u003C/p>\u003Cp>Use them carefully and make sure the selected disputes have been reviewed properly.\u003C/p>\u003Ch2 id=\"what-happens-after-a-decision-is-made-14\">What happens after a decision is made\u003C/h2>\u003Cp>After you resolve a dispute:\u003C/p>\u003Cul>\u003Cli>the dispute status changes from \u003Cstrong>Pending\u003C/strong> to the selected final status;\u003C/li>\u003Cli>the dispute is removed from the pending counter;\u003C/li>\u003Cli>Buyer receives an in-app notification;\u003C/li>\u003Cli>financial values may be updated depending on the decision;\u003C/li>\u003Cli>Vendor may receive a notification if the decision affects Vendor revenue.\u003C/li>\u003C/ul>\u003Ch2 id=\"best-practices-for-managers-15\">Best practices for Managers\u003C/h2>\u003Cp>Before making a decision, check the full context of the call.\u003C/p>\u003Cp>Review the call recording when available, read the Buyer’s additional information, and check any supporting evidence.\u003C/p>\u003Cp>If you reject a dispute or accept it partially, add a clear explanation. This helps Buyers understand the decision and reduces follow-up questions.\u003C/p>","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. 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