How to follow up on a dispute?
  • 20 Jun 2023
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How to follow up on a dispute?

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Article summary

Dispute

It's the dialogue process that a shopper begins with a merchant due to the incompatibility of interests between those involved, this means that the product or service received by the shopper does not meet the satisfaction criteria, such as "the offer or quality" offered for the trade for which it has been paid.

In which cases can the buyer create a dispute?

The Shopper has the possibility to open disputes of his orders, thanks to the protection ZTAC (Zenki Trade Assurance Center) that we offer to our clients.

It is possible to create disputes in the following status:

  • You have not received your items
    • Delivery time has expired
    • No tracking information
    • The product was returned to the retailer by parcel service.
    • The product was shipped to an incorrect address
  • You received your items
    • Products with quality problems
    • Products are not as described
    • Damaged products
    • Other incidents in the products with which you are not satisfied


Follow up

To consult the open disputes, you can do it in 2 ways:

1. Once you log in, a panel will display specific indicators, one of which is open disputes. Click on it to enter the list of these.


2. It's also possible to consult the open disputes from the menu: Dashboard > Disputes.

Once the above is done, we will visualize the list of open disputes that our business has. To see its detail, it is necessary to click on the dispute of interest.


The detail will show the reason why the dispute has been opened by the buyer and it will be possible to follow up in an open dialogue with him to reach a common agreement.


Scenario 1: Request for a refund by mutual agreement

Once a common agreement has been reached, you must click on the "Request resolution to Zenki" button and fill out the following form.

Once a common agreement has been reached for a refund, you must click on the "Request resolution to Zenki" button and fill out the following form.

  • Choose resolution
    • Refund request with buyer's consent
    • Conciliation request
  • Explain the resolution
  • Attach evidence

Once the resolution is requested, Zenki staff will update the status of the order and the dispute will be considered settled. The refund will be made within a period of 48 hours.

Scenario 2: A common agreement is reached without a refund

Once a common agreement has been reached without the need to make a refund, you must click on the "Request resolution to Zenki" button and fill out the following form.

  • Choose resolution
    • Conciliation request
  • Explain the resolution
  • Attach evidence

Once the resolution is requested, Zenki staff will update the status of the order and the dispute will be considered settled.

Scenario 3: No common agreement is reached

Since the dialogue between the merchant and the shopper does not reach a common resolution agreement, you must click on the "Request resolution to Zenki" button and fill out the following form.

  • Choose resolution
    • Conciliation request
  • Explain the resolution
  • Attach evidence

Once the resolution is requested, Zenki staff will define the final resolution based on the dialogue established between the merchant and the shopper to close the dispute.



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