Disputes

Disputes allows you to manage billing disputes related to packing errors, shipping issues, and carrier insurance claims. Track dispute status, view compensation amounts, communicate with warehouse staff, and resolve disputes through the dispute management system.

Why Use Disputes?

Billing Protection

Dispute incorrect charges for packing errors, shipping mistakes, or carrier issues. Protect your account from billing errors and get refunds when appropriate.

Track Compensation

Monitor compensation amounts including shipping, handling, return labels, restocking fees, and additional compensation. See total claim amounts at a glance.

Communication Channel

Communicate with warehouse staff about disputes. Add problem descriptions and view warehouse final comments to resolve issues.

Status Tracking

Track dispute status from creation to resolution. See when disputes are accepted, declined, or transferred to carrier insurance.

Accessing Disputes

Navigate to Account Overview

Click My Account in the main navigation menu, then click Disputes from the Account Overview page.
View Disputes List

The Disputes page loads showing:
- Active disputes for your account
- Search and filter options
- Dispute details table
- Link to Disputes Archived
Review Dispute Information

Browse the disputes table showing dispute details sorted by ID (newest first).

Understanding Disputes

What Are Disputes?

Disputes are billing claims you can file when:

Packing Errors: Wrong items shipped, missing items, damaged items
Shipping Issues: Shipping mistakes, incorrect addresses, carrier problems
Carrier Insurance Claims: Lost or damaged shipments covered by carrier insurance

Disputes allow you to request compensation for these issues and track the resolution process.

Dispute Statuses

Disputes move through different statuses:

Packing Error (Open): Dispute created and waiting for warehouse review

Accepted: Warehouse accepted the dispute. Compensation will be applied to your account.

Declined: Warehouse declined the dispute. No compensation will be applied.

Carrier Insurance Claim: Dispute transferred to carrier insurance. Waiting for carrier/administrator review.

Claim Accepted: Carrier insurance claim accepted. Compensation will be applied.

Claim Declined: Carrier insurance claim declined. No compensation will be applied.

Removed: Packing error dispute removed by seller.

Claim Removed: Carrier insurance claim removed by seller.

Status 74-77: Archived statuses for completed disputes.

Dispute Table Columns

The disputes table displays the following information:

ID: Unique dispute identification number

Report Date: Date when the dispute was created/reported

Shipping#: The shipping number (order ID) with the problem. Click to view order details.

Claim Amount: Total compensation amount. Click to see breakdown:

SH&H (Shipping & Handling): Shipping and handling costs for the original order
Return_Label: Cost of return shipping label (if applicable)
Restocking: Restocking fee (if applicable)
Additional_Compensation: Extra compensation amount added to the dispute
Total_Amount: Sum of all compensation components

Dispute Type: Type of dispute (e.g., “Send missing items”, “Return & Exchange”)

Status: Current dispute status

Problem Description (*): Your description of the problem. Required field.

Warehouse’s Final Comments (*): Comments from warehouse staff about the dispute resolution.

Corrective Shipping#: Shipping number for corrective order (if applicable). Click to view order details.

Sh & H: Shipping and handling amount for corrective order (if applicable)

Closed Date: Date when the dispute was closed/resolved

Filtering Disputes

Open Search Form

Scroll to the search form above the disputes table.
Filter by Dispute ID

Enter a specific Dispute ID# in the search field to find a particular dispute.
Filter by Shipping Number

Enter an Error Shipping# (FromOrderID) or Corrective Shipping# (OrderID) to find disputes related to specific orders.
Use Basic Search

Enter text in the search box and click Search (*) to search across all fields. Choose search type:
- Exact phrase: Matches exact text
- All words: All words must appear
- Any word: Any word can match
Reset Filters

Click Reset or Show all to clear filters and show all disputes.

Dispute Actions

For Sellers

Archive Disputes:

Check the box next to disputes you want to archive
Click Archive button
Disputes are moved to Disputes Archived

Remove Dispute:

Packing Error Open: Click Remove to remove the dispute
Carrier Insurance: Click Remove to remove the claim

Undo Removal:

Packing Error Removed: Click Undo to restore the dispute
Claim Removed: Click Undo to restore the claim

Important Dispute Rules

Automatic Acceptance:

Packing errors are automatically accepted 60 calendar days after Report Date if warehouse doesn’t respond
Compensation is automatically applied to your account

Carrier Insurance Time Limit:

Transfer to carrier insurance is only available for 30 days from Report Date
After 30 days, the CarrierInsurance link disappears

Corrective Orders:

Some disputes may have a Corrective Shipping# (OrderID)
This is the shipping number for a replacement or corrective order
Sh & H amount shows shipping costs for the corrective order

Viewing Archived Disputes

Disputes Archived

Open Disputes Archived

Click Disputes Archived link at the top of the Disputes page.
View Archived Disputes

Archived disputes open in a new tab showing all completed disputes:
- Accepted disputes
- Declined disputes
- Other archived statuses
Review Resolution History

See Closed Date and final status for each archived dispute.

💡 Best Practices

Provide Detailed Descriptions

Write clear, detailed problem descriptions when creating disputes. Include order numbers, item details, and photos if available. This helps warehouse staff resolve disputes quickly.

Monitor Dispute Status

Check dispute status regularly. Disputes auto-accept after 60 days, but you can track progress and respond to warehouse questions.

Use Carrier Insurance When Appropriate

Transfer disputes to carrier insurance within 30 days if the issue is carrier-related (lost package, carrier damage). This may result in faster resolution.

Archive Completed Disputes

Archive resolved disputes to keep your active disputes list clean. Archived disputes remain accessible for reference.

Review Compensation Breakdown

Click Claim Amount to see the detailed breakdown. Verify all compensation components are correct before accepting.

Troubleshooting

Cannot See Disputes

Ensure you’re logged into ShipEdge
Check that you have permission to view disputes
Verify you’re viewing the correct account
Contact support if disputes are missing

Cannot Archive Disputes

Only disputes with certain statuses can be archived
Status 65, 68, 72, 73 disputes cannot be archived (they’re already in process or removed)
Archive other statuses using the checkbox and Archive button

Cannot Accept/Decline Dispute

Warehouse actions may show “Pending actions” if corrective order hasn’t shipped
Wait until corrective order ships (Status 3, 4, 7, 8, 9, 17, 49, or 64)
Check order status before taking action

Dispute Status Not Updating

Status updates happen automatically when actions are taken
Refresh the page to see latest status
Check Disputes Archived if dispute was resolved
Contact support if status seems incorrect

Compensation Not Applied

Accepted disputes (Status 66, 69) should have compensation applied automatically
Check your Statements & Invoices for refund entries
Verify dispute was actually accepted (not just created)
Contact support if compensation is missing

Dispute Removed by Mistake

Click Undo link if available (Status 72 or 73)
If undo is not available, contact support to restore the dispute
Keep dispute ID for reference

Account Management:

Account Overview - Access all account features
Statements & Invoices - View billing statements and refunds
All Transactions - View all account transactions

Orders:

Orders Overview - View and manage orders
Order Details - View specific order information