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Dispute resolution

When either party raises a dispute on a booking, settlement freezes until an administrator resolves it. The queue is at /internal/admin/disputes.

The one thing to hold onto

The platform holds no funds. An outcome is a recorded administrative determination, not a money movement. Deciding Refund to shipper does not send anyone money — it records that the shipper is owed money back, which the two parties then settle off-platform.

Write your rationale accordingly. It has to be something the parties can act on themselves.

The queue

Disputes are listed with status badges — open, under_review, escalated, resolved — active ones first.

Open a dispute and click Mark under review first. It only appears while the status is open, and it’s what stops two administrators working the same case.

Reading the case

Each dispute carries a reason chosen by the raiser — Non-delivery, Cargo damage, Payment issue, Wrong cargo or Other — a description, and a message thread.

Post in the thread to ask for detail. Both booking parties are notified of every admin message, and both can reply with attachments. Use it before deciding — a dispute resolved without asking either side a question tends to come back.

The trip itself is the other half of the evidence: the timeline with its timestamps, the GPS breadcrumb, the proof-of-delivery signature and photos, and on cross-border trips the document pack and border logs.

Recording an outcome

Pick one:

  • Release to transporter — settlement proceeds as it stood. The booking goes to released.
  • Refund to shipper — the shipper is owed money back. The booking goes to refunded.
  • Partial / shared fault — set a Transporter share (%) between 0 and 100. Settlement proceeds and the split is recorded against the dispute.
  • Escalate — you can’t resolve it yet. The dispute stays open, the booking stays frozen, and review continues.

Then enter a Rationale (shown to both parties). It is mandatory on every outcome, including escalation, and both parties read it. Click Confirm: {outcome}.

Everything after that is automatic: the booking’s settlement status updates, both parties are notified, and the action is written to the audit log.

Escalate honestly

Escalate is the right answer when the evidence genuinely doesn’t support a decision — but it leaves the booking frozen, which is costly for whichever party was in the right. Use it to buy time for a specific missing fact you’ve asked for, not as a way of avoiding a hard call.

Role gating

Resolving needs the dispute capability. A read_only admin sees “can view but not resolve” — they can read the case and the thread, and nothing more.

Where to go next