Booking Disputes - iGo

Found on the Activity page, the disputes tab will allow you to initiate disputes on bookings sent through your iGo integration.

Note: This is to be used on aggregators who pay into your iGo Wallet for completed work, it is not to be used on aggregators who run through invoicing - Please review the below aggregator list if you're unsure.

https://support.autocab.com/hc/en-gb/articles/12996899327901-Aggregator-List 

This feature will typically be used for refund / charge requests which the aggregator is then able to review and approve. Upon approval, the requested amount will then be automatically moved between iGo Wallets.

It is also a way to send messages to the aggregator in relation to a job. Additionally, you'll be able to escalate the dispute directly to iGo support.

Raising a Dispute.

To start, please find the booking in question on your activity tab.



Double click the booking to open it, then click the "Dispute" button bottom left of the page.



Clicking the "Dispute" button will popup a window, please enter the details as to why you're raising this then hit "Create Dispute"



This will trigger the dispute, which will then be visible to the aggregator (after they login to their portal). You can track the progress and also trigger a few more events from the "Disputes Tab" on the activity page as shown:



Raising a Refund Request.

Once the dispute is created as shown above, please double click the dispute on the disputes tab to open the following window:

Note: This chat will only been seen if the aggregator also has this same dispute window open on their side, otherwise, it'll simply leave a message for them to review later.




The "Request Funds" button will trigger a refund request with the aggregator.





This will show in the dispute window as a chat instance, and will be sent to the aggregator for approval.

Within the aggregators' dispute window, they will see a request which they can approve or reject as shown:



Upon approval, the requested amount will be moved from their wallet into yours automatically, and the refund will be complete.

Please mark the dispute as resolved once you're satisfied.



Escalating a Dispute.

If you'd like to escalate this dispute to iGo Support, next to the Request Funds button is a Escalate Dispute option.



This will send the dispute notification to iGo support, please state the issues you're having with this dispute in the chat box so we can review the booking.