A searchable, filterable list of every dispute across all customer accounts — showing status, priority, workflow progress, assigned owner, and due date.
Overview
This page is the primary working list for the disputes team. Each row represents a single dispute raised against a customer. You can search, filter, sort, open a dispute for full details, log calls and emails, reassign ownership, update priority, resolve, close, or reopen disputes from this page. Use it daily to manage your dispute workload and keep records up to date.
Key Features
Feature | Description |
KPI Summary Cards | Three cards — Total Disputes, Active Disputes (new this week), and Disputed Amount — all reflecting the current filtered view. |
Search Bar | Type a dispute ID, customer name, or keyword to filter the list in real time using server-side search. |
Filters Panel | Filter by Status (multi-select), Priority (multi-select), Assigned User, and Overdue Only toggle. |
Column Configuration | Show, hide, reorder, resize, and pin columns. Preferences saved per user. |
Sortable Columns | Click any column header to sort ascending or descending. Default sort: Created Date, newest first. |
Bulk Actions Toolbar | Single dispute: Log Call, Send Email, Add Note, Reassign User, Update Priority, Resolve Dispute, Close Dispute. Multiple disputes: Reassign User, Update Priority, and Reopen Closed. |
Export | Export to CSV: Export Current View (visible columns) or Export All Columns. Reflects all applied filters. |
Workflow Progress Bar | Each row shows a progress bar and level counter (e.g. 2/4). |
Sections & Fields
Field | Description |
Total Disputes card | Count of all disputes matching the current filters, with a month-on-month change label. |
Active Disputes card | Count of disputes with a non-terminal status (not Resolved or Closed), with a count of new disputes raised this week. |
Disputed Amount card | Total monetary value of all disputes in the current filtered view, in the company base currency. |
Search field | Free-text search filtered server-side against Dispute ID, customer name, and description. |
Filters button | Opens the Filters panel. Badge shows how many filter groups are active. |
Export button | Dropdown: Export Current View or Export All Columns. |
Column Settings button | Opens the column configuration dialog. |
Dispute ID column | Unique system reference. Click to open the full Dispute Detail page. |
Customer column | Name of the customer account the dispute is raised against. |
Type column | The dispute type (e.g. Pricing Dispute, Delivery Issue) which determines the resolution workflow. |
Amount column | The monetary value being disputed, in the company base currency. |
Status column | New (blue), Under Review (purple), In Progress (amber), Escalated (red), Resolved (green), Closed (grey). |
Priority column | Low (grey), Medium (blue), High (amber), Critical (red). |
Workflow Progress column | A progress bar and level counter showing current stage vs total stages. |
Assigned To column | The user currently responsible for resolving the dispute. |
Due Date column | The target resolution date. Red when overdue, amber when due today. |
Created Date column (hidden by default) | Date the dispute was raised. Enable via Column Settings. |
Workflow column (hidden by default) | The name of the resolution workflow assigned to this dispute type. |
Description column (hidden by default) | The dispute description text entered at creation. |
Bulk Action toolbar | Appears above the table when rows are selected. Single row: Log Call, Send Email, Add Note, Reassign User, Update Priority, Resolve Dispute, Close Dispute. Multiple rows: Reassign User, Update Priority, and Reopen (for Closed disputes). |
Filters panel — Status | Multi-select: New, Under Review, In Progress, Escalated, Resolved, Closed. |
Filters panel — Priority | Multi-select: Low, Medium, High, Critical. |
Filters panel — Assigned User | Single-select dropdown. Defaults to All Users. |
Filters panel — Overdue Only | Toggle switch limiting the list to disputes whose Due Date is in the past. |
Pagination footer | Total record count, current page, page size selector (10, 25, 50, 100). |
User Guide
Getting Started
Open Disputes > All Disputes from the left navigation. The list loads showing all disputes newest first. Before you begin, apply the Assigned User filter to scope the list to your own disputes — this is the most common starting point.
How do I find my own open disputes?
Click the Filters button in the toolbar.
Under Assigned User, select your name from the dropdown.
Tip: Also select New and In Progress under Status to exclude Resolved and Closed disputes.
Click Apply Filters.
Note: The filter badge on the Filters button shows the number of active filter groups so you can tell at a glance that filtering is active.
How do I open a dispute to see the full details?
Click the Dispute ID link in the first column of the row.
Note: This navigates to the full Dispute Detail page where you can view the workflow stages, activity timeline, linked transactions, notes, and communications.
To return to the list, use the browser Back button or the breadcrumb navigation.
Tip: Your filters are preserved in the URL, so navigating back restores the same filtered view.
How do I reassign a dispute to a different user?
Tick the checkbox on one or more dispute rows.
Tip: Use the search bar to narrow the list before selecting rows.
Click Reassign User in the Bulk Action toolbar.
Select the new user from the dropdown and click Confirm.
How do I update the priority of a dispute?
Tick the checkbox on one or more dispute rows.
Click Update Priority in the Bulk Action toolbar.
Select the new priority (Low, Medium, High, Critical) and click Update Priority.
Note: Priority changes are reflected immediately in the Priority badge on the row and on the Disputes Dashboard.
How do I resolve or close a dispute?
Tick the checkbox on the dispute row.
In the Bulk Action toolbar, click Resolve Dispute to record the resolution outcome (Upheld, Denied, or Partial) and enter resolution notes.
Note: Resolve Dispute is only available for disputes that are not already Resolved or Closed.
Alternatively, click Close Dispute to close it without a formal resolution — select a close reason (Duplicate, Customer Withdrew, Invalid Dispute, or Other) and add a note.
Tip: Use Resolve Dispute when a decision has been reached. Use Close Dispute for administrative closures such as duplicates.
How do I configure which columns are visible?
Click the Column Settings button (grid icon) in the toolbar.
Tick or untick columns to show or hide them.
Drag column rows in the dialog to reorder them.
Tip: Pin frequently used columns to the left so they stay visible when scrolling horizontally.
Click Save to apply your preferences.
Pro Tips
Set Status = New and sort by Created Date ascending first thing each morning — this surfaces disputes that have been waiting the longest without anyone picking them up.
Use the Overdue Only toggle in the Filters panel combined with Priority = Critical to build an immediate action list for high-value overdue disputes.
Pin the Due Date and Workflow Progress columns to the left so they are always visible regardless of how many other columns are shown.
After a bulk reassign, remove the Assigned User filter and re-apply it with your own name to confirm the reassignment worked and your workload count is accurate.
FAQ
What does the Workflow Progress bar show? How far through the dispute type's resolution workflow the dispute has advanced. The counter (e.g. 2/4) shows the current stage out of the total stages.
What does each Status mean?
New — just raised, not yet actioned.
Under Review — under initial review before active investigation begins.
In Progress — actively being investigated.
Escalated — referred to a senior user or external party.
Resolved — a decision has been reached and recorded.
Closed — administratively closed without a formal resolution decision.
What does each Priority mean?
Low — no immediate action required.
Medium — standard handling within normal SLA.
High — action required within a shorter timeframe.
Critical — immediate action required, typically high-value or customer-threatening disputes.
Why is the Resolve Dispute option not showing in the Bulk Action toolbar? Resolve Dispute is hidden if the selected dispute is already Resolved or Closed, or if you have selected a mix of Closed and non-Closed disputes.
How do I filter to see only overdue disputes? Click Filters and toggle on Overdue Only. This limits the list to disputes whose Due Date is before today.
Can I filter by multiple statuses at once? Yes. In the Filters panel, tick as many Status checkboxes as you need. The filter uses OR logic.
Can I delete a dispute? Disputes cannot be deleted by standard users as they form part of the financial audit trail. Close the dispute instead using a close reason of Duplicate or Invalid Dispute.
Can I reopen a dispute that has been closed? Yes. Select the closed dispute row using the checkbox, then click the Reopen button in the Bulk Action toolbar.