The full record for a single dispute — view status, workflow progress, linked transactions, activity timeline, and complete audit history, with actions to advance the workflow, resolve, close, or reopen the dispute.
Overview
The Dispute Details page opens when you click a Dispute ID from the All Disputes list. It provides a complete picture of one customer dispute across four tabs: Overview (customer info, dispute summary, next action, notes, and linked transactions), Workflow (visual stage-by-stage progress tracker), Activity (consolidated timeline of calls, emails, and notes), and Audit Log (a tamper-proof record of every change). A collapsible left sidebar lists all disputes so you can jump between records without returning to the list. Quick Action buttons in the header bar let you log a call, send an email, add a note, advance to the next workflow stage, resolve, close, or reopen the dispute — all without leaving the page.
Key Features
Feature | Description |
Collapsible Disputes Sidebar | Lists all disputes. Click any row to navigate to that dispute. Teal DISPUTES handle on the left edge lets you reopen it when collapsed. |
Quick Actions Bar | Teal-highlighted card with one-click access to: Call Customer, Send Email, Add Note, Next Stage, Resolve Dispute, Close Dispute, and Reopen Dispute (for Closed disputes only). Actions are disabled for Resolved and Closed disputes. |
Edit Dispute Mode | Click Edit Dispute to unlock Contact Name, Priority, and Assigned User fields plus transaction checkboxes. Click Save Changes to commit or Cancel to discard. Disabled for Resolved and Closed disputes. |
Overview Tab — Customer Information Card | Customer account code and name, contact name (editable in edit mode), contact email (with teal Send Email button), and contact phone (with teal Log Call button). |
Overview Tab — Dispute Summary Card | Dispute ID, Amount, Dispute Type, Status badge, Priority badge (editable in edit mode), Assigned To (editable in edit mode), and Workflow Level progress bar. Closed Dispute panel and Resolution Outcome card appear when applicable. |
Overview Tab — Next Action Card | Next scheduled workflow action and its due date. Shows "No further actions scheduled" when at the final stage. |
Overview Tab — Dispute Notes Card | Scrollable list of internal notes. Badge in the card header shows the total note count. |
Overview Tab — Transactions Under Dispute | Searchable, sortable, paginated table of every transaction linked to this dispute. Supports column configuration and CSV export. In edit mode: row checkboxes to link/unlink transactions. |
Workflow Tab | Vertical timeline showing every stage in the resolution workflow. Completed stages have a tick icon; the current stage shows a clock icon; future stages show the stage number. |
Activity Tab | Consolidated timeline of calls, emails, and notes. Filter by Activity, Notes, or Communications. |
Audit Log Tab | Complete ordered history of every modification to this dispute. |
Next Stage Action | Advances the workflow to the next level. Opens a modal requiring notes. Recalculates the due date. |
Resolve Dispute Action | Opens a modal to record the formal resolution outcome: Upheld, Denied, or Partial. Resolution notes are required. |
Close Dispute Action | Opens a modal to administratively close the dispute. Select a close reason; Additional Notes are required when reason is "Other". |
Reopen Dispute Action | Available only for Closed disputes. Opens a modal requiring a reason for reopening. |
Sections & Fields
Field | Description |
Disputes Sidebar | Left-side panel listing all disputes. Currently open dispute is highlighted. Collapse with the arrow button. |
Breadcrumb navigation | Shows: Home > All Disputes > [Dispute ID]. Click All Disputes to return to the list. |
Edit Dispute / Save Changes / Cancel buttons | In view mode: Edit Dispute button. In edit mode: Cancel and Save Changes buttons. Both disabled for Resolved and Closed disputes. |
Quick Actions bar | Call Customer, Send Email, Add Note (always available). Next Stage, Resolve Dispute, and Close Dispute (active disputes only). Reopen Dispute (Closed disputes only). |
Customer Information — Customer | Account code in brackets and name. Read-only. |
Customer Information — Contact Name | The contact for this dispute. Dropdown in edit mode listing all contacts on the customer account. |
Customer Information — Email | Contact's email. Teal envelope button opens the Send Email modal. Clicking the address opens the default email client. |
Customer Information — Phone | Contact's phone. Teal phone button opens the Log Call modal. Clicking the number opens the default dialler. |
Dispute Summary — Dispute ID | Unique system reference (e.g. DSP-001). Read-only. |
Dispute Summary — Amount | Total monetary value being disputed, shown in red. Calculated from linked transactions. |
Dispute Summary — Dispute Type | Category of the dispute. Determines the resolution workflow. Read-only. |
Dispute Summary — Status | New (blue), Under Review (purple), In Progress (amber), Escalated (red), Resolved (green), Closed (grey). Auto-updated when actions are taken. |
Dispute Summary — Priority | Low (grey), Medium (blue), High (amber), Critical (red). Editable dropdown in edit mode. |
Dispute Summary — Assigned To | User currently responsible. Editable dropdown in edit mode. |
Dispute Summary — Workflow Level progress bar | Workflow name and "Level X of Y" with a proportional progress bar. Updates when Next Stage is used. |
Dispute Summary — Closed Dispute panel | Grey information box shown when the dispute has a close reason. Shows reason, date closed, and close note. |
Resolution Outcome card | Green information card shown when the dispute is Resolved. Shows outcome (Upheld/Denied/Partial), resolution amount (for Partial), resolution date, who resolved it, and resolution notes. |
Next Action card | Next scheduled workflow action description and due date. Shows "No further actions scheduled" when at the final stage. |
Dispute Notes card | Scrollable list of internal notes. Each note shows text, author name, and timestamp. |
Transactions — Search field | Filters the table in real time by reference number, description, currency, or status. |
Transactions — Export button | Dropdown: Export Visible Columns or Export All Columns. Downloads as CSV named dispute-[ID]-transactions-[date].csv. |
Transactions — Reference Number column | Clickable link. Opens the Transaction Detail sheet. |
Transactions — Status column | Outstanding (default), Overdue (red, when due date is in the past), or Completed (settled). |
Transactions — External Dispute column | Red "Yes" badge or grey "No" label indicating whether the transaction is flagged as an external dispute. |
Transactions — row checkbox (edit mode) | Uncheck a transaction to unlink it. Row shown with reduced opacity. Saving will remove the link. |
Transactions — Total Disputed Amount footer | Sum of gross amounts across all linked transactions. Updates in real time in edit mode. |
Workflow tab — stage row | Each stage shows a numbered circle, level number, description, estimated days (when configured), and the completion date for completed stages. |
Activity tab — Filter by Type toggles | Three toggles: Activity (blue), Communications (green), Notes (purple). |
Next Stage modal — Notes field | Required. Describe actions taken at this stage. Notes are saved to the activity timeline. |
Resolve Dispute modal — Resolution Outcome | Required radio group: Upheld (customer won), Denied (merchant won), Partial (partial credit — also requires a Resolution Amount). |
Resolve Dispute modal — Resolution Notes | Required. Explain the reasoning behind the resolution decision. |
Close Dispute modal — Reason for Closing | Required dropdown: Duplicate Entry, Customer Withdrew Dispute, Invalid Dispute, or Other. |
Close Dispute modal — Additional Notes | Required when reason is "Other". Optional for other reasons. |
Reopen Dispute modal — Reason for Reopening | Required text area. Saved as a note in the activity timeline. |
User Guide
Getting Started
Open Disputes > All Disputes, then click any Dispute ID to open its full detail page. The page loads on the Overview tab in view mode. Use the four tabs to navigate between sections. The left sidebar lists all disputes and lets you jump between records; collapse it with the arrow button.
How do I advance a dispute to the next workflow stage?
Confirm the dispute is not Resolved or Closed — the Next Stage button in the Quick Actions bar is only visible for active disputes not at the final level.
Click Next Stage in the Quick Actions bar.
In the modal, type notes describing the actions taken at this stage.
Note: Notes are required — the Proceed button remains disabled until at least one character is entered.
Click Proceed. The dispute advances to the next level, the status updates to In Progress, and the due date is recalculated.
Tip: Check the Workflow tab after advancing to confirm the progress bar updated correctly.
How do I resolve a dispute?
Click Resolve Dispute in the Quick Actions bar. Only available for disputes not already Resolved or Closed.
In the Complete Resolution modal, select the Resolution Outcome: Upheld, Denied, or Partial.
If you selected Partial, enter the Resolution Amount.
Enter Resolution Notes explaining the reasoning. This field is required.
Note: If resolving before the final workflow stage, a yellow warning is shown — you can still proceed but it is recorded that the workflow was not completed.
Click Complete Resolution. The dispute status changes to Resolved.
How do I close a dispute without a formal resolution?
Click Close Dispute in the Quick Actions bar.
Select a Reason for Closing: Duplicate Entry, Customer Withdrew Dispute, Invalid Dispute, or Other.
Optionally add notes in the Additional Notes text area.
Note: If you select "Other" as the reason, an additional note is required.
Click Close Dispute in the modal footer. The dispute status changes to Closed.
Tip: Use Close Dispute for administrative closures only. Use Resolve Dispute when a formal decision has been reached.
How do I reopen a dispute that was closed?
Confirm the dispute status is Closed — Reopen Dispute only appears for Closed disputes.
Click Reopen Dispute in the Quick Actions bar.
Enter the reason for reopening. This is required.
Click Confirm Reopen. The dispute status is set back to New (if at level 1) or In Progress, and the reopen reason is saved as a note in the Activity timeline.
How do I edit the dispute — change priority, assigned user, or contact?
Click Edit Dispute in the top-right of the page header.
Note: The Edit Dispute button is disabled for Resolved and Closed disputes.
In the Dispute Summary card, use the Priority dropdown to update the urgency level.
Use the Assigned To dropdown to select a different credit controller.
In the Customer Information card, use the Contact Name dropdown to select a different contact.
Tip: Changing the contact updates the email and phone fields to match that contact's details.
Click Save Changes.
How do I add an internal note?
Click Add Note in the Quick Actions bar.
Type the note content in the Add Note modal.
Click Save Note. The note appears in the Dispute Notes card and in the Activity timeline.
Note: Notes are internal only and are never sent to the customer.
How do I review the full change history for a dispute?
Click the Audit Log tab.
Each row shows a colour-coded action icon, a description, old → new values, the user who made the change, and the date and time.
Click Load more at the bottom to paginate through the full history.
Tip: The Audit Log is tamper-proof — use it to resolve management queries about when a status was changed.
Pro Tips
Collapse the left sidebar when you need more horizontal space for the Transactions table — the teal DISPUTES handle on the left edge is always available to reopen it.
Use the Add Note quick action rather than entering full edit mode just to leave an observation — it is faster for a quick update after a call.
Before resolving at an early stage, review the Workflow tab to check which stages have not been completed. Document why it is being resolved early in the Resolution Notes field.
Use the Audit Log tab at the start of any management review meeting to get a concise summary of what has happened to the dispute, rather than reading through the full Activity timeline.
FAQ
Why is the Edit Dispute button disabled? The Edit Dispute button is disabled when the dispute status is Resolved or Closed. If closed in error, use the Reopen Dispute button to unlock it.
Why is the Next Stage button not available? Next Stage is only available for active disputes that are not Resolved or Closed and have not yet reached the final workflow level.
Can I change the Dispute Type on an existing dispute? No. The Dispute Type is set at creation and cannot be changed, as it determines the resolution workflow.
What happens if I unlink a transaction in edit mode? Unchecking a transaction marks it for removal from this dispute but does not delete the underlying transaction. The removal is committed when you click Save Changes.
What does the Total Disputed Amount footer show? The sum of gross amounts across all transactions currently linked to this dispute. In edit mode, it updates in real time as you check or uncheck transaction rows.