Found on the Activity page, the disputes tab will allow you to initiate and resolve disputes on bookings sent through iGo integration for fund requests to or from operators.
Note: This is to be used on aggregators who pay into the iGo Wallet for completed work, it is not to be used on aggregators who run through invoicing.
This feature will typically be used for refund / charge requests which come from operators, you're also able to dispute bookings yourself and request funds from operators too. Once the dispute is reviewed and approved, the requested amount will then be automatically moved between iGo Wallets.
It is also a way to send messages to the operator in relation to a job, and to see messages the operator may have sent too. Additionally, you'll be able to escalate the dispute directly to iGo support.
Handling a Dispute.
As both aggregators and operators can create disputes & refund requests, both sides can naturally approve or reject these requests based on the initiator.
If you've received a refund request from an operator, please view these on your Activity > Disputes tab, double click to view the details and approve or reject the requests from the chat notification box.
If you're approving the request, the specified amount will be transferred between wallets.
So, if you're approving a request sent by an operator, the specified amount will be taken from your wallet and passed to theirs upon approval.
If you're rejecting the request, it will be cancelled, you're able to specify a reason why; the initiator will then have to trigger a new request.
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 operator (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 operator / 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 operator.
This will show in the dispute window as a chat instance, and will be sent to the operator for approval.
Within the 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.
Booking Disputes - Aggregators.
