Raise Dispute Process
This page allows you to start a new dispute, if there's been a problem with the item received, or with the order.
You can choose one of two dispute types: "Item dispute", or "Report unauthorised transaction/overcharge". The former relates to issues that you may have had with the item that's been sent, for example it being broken. The latter is intended for problems related to the transaction itself, be it an overcharge, or unauthorised.
This button cancels the new dispute process, and returns to the resolution centre home page.
Once you've chosen the dispute type above, you can proceed to the next step using this button.
In step 2 of the process, you can narrow down the nature of the dispute. For an item dispute, some examples might be "item not received" or "item dead on arrival". For a transaction dispute, the options are "unauthorised transaction" and "overcharge".
A more refined dispute type must be chosen in order to proceed to the next step.
From here, the user can click on the dropdown box to choose from all of their past orders, or they can click on the "click here to view a list of your past order IDs" button, which takes them to their home account screen, where they have access to all of their orders.
This button cancels the new dispute process, and returns to the resolution centre home page.
This button takes you back one step in the process.
Once you've chosen the dispute type above, you can proceed to the next step using this button.
This page shows some info on the chosen order, allows you to specify whether the dispute is for the entire order, or a single item, and also allows you to enter a description as to the problem.
Some useful order information is shown here, including the order ID, the name of the recipient, the date placed, order status, contact email, and contact phone number.
From here the customer can choose whether the dispute is with the entire order (multiple products), or with selected items. If choosing "selected items", a section below appears showing all products associated with the order, with the option to add a quantity to the items that are being disputed.
This textbox provides the user with the ability to provide more info on why the dispute is being raised.
This button cancels the new dispute process, and returns to the resolution centre home page.
This button takes you back one step in the process.
Once you've chosen the dispute type above, you can proceed to the next step using this button.