Dispute Types is where administrators create and configure the categories used to classify customer disputes, including the multi-level escalation workflow assigned to each type.
Overview
Each dispute type defines a named category and a workflow made up of escalation levels. When a dispute is raised against a customer, the user selects a type — and the system uses the type's workflow to drive escalation, correspondence, and resolution. This page lists all types (System and Manual), shows their setup status, and lets administrators create, duplicate, activate, deactivate, and delete types. Clicking a type name opens the Workflow Editor where the escalation levels are configured.
Key Features
Feature | Description |
Statistics Cards | Two cards: Total Types (all dispute types in the system) and Active Types (types currently enabled for use). |
Dispute Type List | Table showing name, type badge (System or Manual), status, workflow level count, setup completeness, and last updated date. |
Search Bar | Filter the list by name or description as you type. |
Status Filter | Narrow to Active, Inactive, or All types. |
Sort Options | Sort by Name, Created Date, or Updated Date. Toggle ascending or descending order. |
Setup Status Badge | Complete (green) or Incomplete (yellow). A type cannot be activated until all workflow levels have an assigned user. |
Active / Inactive Toggle | Enable or disable a dispute type without deleting it. The toggle is locked if the type is Incomplete. |
Row Actions Menu | Edit Dispute Type, Duplicate, Activate/Deactivate, and Delete. |
Create Dispute Type | Opens a full creation page: name, description, and workflow levels. |
Workflow Editor | Click a type name to configure escalation levels, follow-up days, escalation days, assigned users, escalation users, feed notifications, and the Resolved stage. |
Audit Log Tab | Shows a history of all changes made to the type. |
Sections & Fields
Field | Description |
Total Types card | Count of all dispute types in the system regardless of status. |
Active Types card | Count of dispute types currently set to Active. |
Search field | Filters the table by matching against the type name and description. |
Status filter dropdown | Filters to All, Active, or Inactive types. |
Sort By dropdown | Sort column: Name, Created Date, or Updated Date. |
Sort direction button | Toggles between ascending and descending order. |
Name & Description column | The type name is a clickable link opening the Workflow Editor. Description appears beneath. |
Type column | System badge (outline) = built-in type; Manual badge (secondary) = administrator-created type. |
Status column | Active/Inactive toggle plus Active (green) or Inactive (grey) badge. Toggle disabled if Setup Status is Incomplete. |
Workflow Levels column | Count of escalation levels configured (excluding the Resolved stage). |
Setup Status column | Complete (green) = all required fields set and the type can be activated. Incomplete (yellow) = one or more required fields are missing. |
Last Updated column | Date the type was last modified. |
Actions menu | Three-dot menu: Edit Dispute Type, Duplicate, Activate/Deactivate, Delete (disabled if type has active disputes or is a System type). |
Workflow Editor — Settings tab | Primary configuration tab: workflow name, description, and list of escalation levels. |
Workflow Editor — Level card | Each level has: Level number, Description, Follow-Up Days, Escalation Days, Assigned User, Escalation User, Feed Notifications toggle. |
Follow-Up Days field | Days after the previous level before a follow-up action is triggered at this level. |
Escalation Days field | Days after the Follow-Up Days before the dispute escalates to the next level. Set to 0 if no automatic escalation is needed. |
Assigned User dropdown | User responsible for working this escalation level. Required — type cannot be activated without it. Only active users appear. |
Escalation User dropdown | User notified when the Escalation Days threshold is reached. Optional if Escalation Days is zero. |
Feed Notifications toggle | When on, the system automatically sends feed notifications when a dispute reaches this level. |
Resolved stage | The final stage appended automatically. Marks the dispute as resolved. Cannot be deleted. |
Workflow Editor — Audit Log tab | Chronological list of all changes: field changed, old value, new value, user, and timestamp. |
User Guide
Getting Started
Navigate to Settings > Dispute Types. You must have Administrator access to view or edit this page. Before creating types, make sure your users are configured in Settings — the Workflow Editor user dropdowns pull from those lists.
How do I create a new dispute type?
Click Create Dispute Type in the top-right corner.
Enter a Name for the type — this is the label users will see when raising a dispute.
Note: The name must be unique. Duplicate names are not allowed.
Enter a Description to help users understand when to use this type.
In the Workflow Levels section, enter a Description for Level 1 (e.g., "Initial contact").
Set Follow-Up Days — the number of days before a follow-up is triggered at this level.
Set Escalation Days — the number of days before the dispute escalates to the next level. Set to 0 if you do not want automatic escalation from this level.
Select an Assigned User from the dropdown.
Note: Only active users appear in the dropdown. If the user you need is not listed, check their status in Settings > Users.
Optionally select an Escalation User.
Note: If Escalation Days is 0, the Escalation User field must remain Unassigned.
Toggle Feed Notifications on if the system should send feed notifications when a dispute reaches this level.
Click Add Level to add further escalation levels. Drag the grip handle to reorder.
Tip: Most dispute workflows need 2-3 levels: initial contact, follow-up, and senior escalation.
Click Save when all required fields are complete.
How do I activate a dispute type?
Check the Setup Status column. The type must show Complete (green) before it can be activated.
Note: If the badge shows Incomplete (yellow), open the Workflow Editor and assign a user to every level.
Click the toggle in the Status column to set the type to Active.
The Active (green) badge appears and the type is now available when raising disputes.
How do I duplicate a dispute type?
Click the three-dot menu on the row you want to copy.
Select Duplicate.
A copy is created with the name "[Original Name] (Copy)" and a status of Inactive.
Tip: Rename the duplicate immediately — open it, edit the workflow name field, and save.
Open the copy, complete any required fields, and activate when ready.
How do I deactivate or delete a dispute type?
To deactivate: Click the toggle in the Status column. The type is set to Inactive and no longer appears in the dispute type dropdown for new disputes. Existing disputes using this type are not affected.
To delete: Click the three-dot menu and select Delete.
Note: The Delete option is disabled if the type has active disputes or is a System type. System types cannot be deleted — deactivate them instead.
How do I review the change history for a dispute type?
Click the type name to open the Workflow Editor.
Select the Audit Log tab.
Review the list of changes — each row shows the field changed, old value, new value, the user who made the change, and the timestamp.
Tip: Use the Audit Log to investigate unexpected changes to assigned users or escalation settings after a team restructure.
Pro Tips
Keep the number of active dispute types to 8-12 categories. Too many types leads to inconsistent classification and makes the Common Dispute Types panel on the Disputes Dashboard less useful.
Set a short Escalation Days value (3-5 days) on Level 1 of high-priority types like Payment Dispute. Longer windows are acceptable for low-priority types.
Always complete the workflow configuration before activating a type. An Incomplete type cannot be activated — ensure all Assigned User fields are set first.
Use Duplicate as your primary creation method once you have one well-configured type. Copy it, rename it, adjust the escalation days and assigned users, and activate.
FAQ
What is the difference between a System type and a Manual type? System types are built into the platform and represent standard dispute categories. Manual types are created by administrators. Both require an Assigned User on each workflow level before they can be activated.
Why is the Active toggle disabled on a dispute type? The toggle is disabled when the Setup Status is Incomplete. Open the Workflow Editor and check each level — every level must have an Assigned User. Once all required fields are set, the Setup Status changes to Complete.
Can I delete a dispute type that has been used on a dispute? No. If a dispute type has active disputes associated with it, the Delete option is disabled. Deactivate the type instead to prevent it from being used on new disputes.
Can I delete a System dispute type? No. System types cannot be deleted. The Delete option is always disabled for System types. Deactivate them if you do not want them to appear when raising disputes.
What does the Workflow Levels column count? The number of escalation levels configured for the type, not including the Resolved stage.
What does the Feed Notifications toggle do on a workflow level? When on, the system automatically sends feed notifications when a dispute reaches that level.
Can I reorder the escalation levels in a workflow? Yes. In the Workflow Editor, drag the grip handle (six-dot icon on the left of each level card) to reorder the levels. The level numbers update automatically.
What does Escalation Days mean on a workflow level? The number of days after the Follow-Up Days threshold before the dispute automatically escalates to the next level. Set to 0 if you do not want automatic escalation from that level.