XiriGo Admin DocsDispute Resolution
Investigate and resolve buyer-vendor disputes, moderate reviews and Q&A, and manage support tickets.
Dispute Resolution
The Disputes module is the admin's tool for resolving conflicts between buyers and vendors. It covers the full dispute lifecycle, review moderation, Q&A moderation, and support ticket management.
Disputes List
The disputes list shows all disputes on the platform with filtering by status, vendor, customer, and date.
Columns
| Column | Description |
|---|---|
| Dispute ID | Unique dispute identifier |
| Order ID | Associated order |
| Customer | Buyer who filed the dispute |
| Vendor | Vendor involved |
| Reason | Dispute category (see reasons below) |
| Status | Current status in the resolution flow |
| Priority | Low, medium, high, urgent |
| Filed | Date the dispute was created |
| Updated | Date of the most recent activity |
Dispute Reasons
| Reason | Description |
|---|---|
| Item not received | Customer did not receive the ordered item |
| Item not as described | Product differs significantly from the listing |
| Defective item | Product arrived damaged or non-functional |
| Wrong item | Customer received a different product than ordered |
| Unauthorized charge | Customer disputes the payment transaction |
| Service issue | Complaint about vendor communication or service quality |
Status Filters
Filter disputes by their current status: Open, Investigating, Vendor Contacted, Resolved, Closed.
Dispute Detail
Click any dispute to open the full detail view:
- Dispute ID, filed date, current status
- Customer details (name, email, order history summary)
- Vendor details (name, performance score)
- Associated order with line items
- Dispute reason and customer description
- Evidence (photos, screenshots uploaded by the customer)
- Timeline of all messages between the admin, customer, and vendor
- Internal admin notes (not visible to customer or vendor)
- Email notifications sent
- Resolution decision and reasoning
- Refund amount (if applicable)
- Replacement order (if applicable)
- Impact on vendor performance score
Dispute Status Flow
Disputes follow a defined resolution workflow:
A customer files a dispute. It enters the queue with open status.
An admin picks up the dispute and begins investigation. Status moves to investigating. The admin reviews order details, shipping tracking, customer evidence, and vendor history.
The admin contacts the vendor for their side of the story. Status moves to vendor_contacted. The vendor has a configurable time window (default: 48 hours) to respond.
Based on the investigation, the admin resolves the dispute in one of two ways:
- Resolved in customer's favor — Refund issued, vendor performance impact applied
- Resolved in vendor's favor — Dispute dismissed, customer notified with explanation
After resolution, the dispute is marked as closed. Both parties receive a notification with the outcome.
Admin Actions During Investigation
| Action | Description |
|---|---|
| Add note | Attach an internal admin note to the dispute |
| Contact vendor | Send a message to the vendor requesting information or action |
| Contact customer | Send a message to the customer requesting additional evidence |
| Escalate | Raise the dispute priority to urgent and flag for senior review |
| Issue refund | Process a full or partial refund to the customer |
| Create replacement | Create a replacement order for the customer |
| Dismiss | Close the dispute in the vendor's favor with a documented reason |
Dispute resolutions directly affect vendor performance scores. Resolving in the customer's favor increases the vendor's dispute rate, which lowers their performance score.
Vendor Contact Automation
When a dispute moves to vendor_contacted status, the system automatically:
- Sends an email to the vendor with dispute details and the customer's claim
- Creates a notification in the vendor panel
- Starts a response countdown timer (default: 48 hours)
- If the vendor does not respond within the window, the admin is notified and can proceed with resolution
Review Moderation
Moderate customer reviews submitted on the platform:
| Column | Description |
|---|---|
| Product | Product being reviewed |
| Customer | Review author |
| Rating | Star rating (1-5) |
| Content | Review text |
| Status | Pending, approved, rejected |
| Reported | Whether the review has been flagged by a vendor or other customer |
| Date | Submission date |
Moderation Actions
- Approve — Publish the review on the product page
- Reject — Remove the review with a reason (inappropriate content, spam, fake review)
- Edit — Redact specific words or phrases while keeping the review
Reviews with a rating of 1-2 stars or reviews flagged by vendors are automatically prioritized in the moderation queue.
Q&A Moderation
Product Q&A submissions follow a similar moderation flow:
- Questions submitted by customers appear in the moderation queue
- Approved questions are visible on the product page
- Vendors are notified to provide answers
- Vendor answers can also be moderated before publication
Support Tickets
View and manage support tickets submitted through the platform's help channels:
- Ticket list with status (open, in progress, resolved, closed)
- Ticket assignment to admin team members
- Internal notes and response history
- SLA tracking (response time, resolution time)
- Categorization (billing, shipping, account, technical, other)
Use the dispute and support ticket data to identify recurring issues with specific vendors or product categories. This can inform policy changes and vendor education.