Disputes
Two-channel dispute path with a same-business-day acknowledgement. Most disputes resolve in days, not weeks, because the audit trail (driver POD photos, cashier reconciliation timestamps, per-order line items) is already attached to every order in your account. Real-time COD balance means the source data for any COD dispute is one click away.
How to raise a dispute
Section titled “How to raise a dispute”Two channels, both monitored by the same team.
- Email: info@samvertex.com with the invoice number, the line item or order ID in question, and your records (POs, payment confirmations, screenshots from your storefront, any buyer correspondence).
- WhatsApp: Same content, faster acknowledgement during business hours. Useful if you need a fast read on whether a dispute is even necessary before you compile the formal email.
Either channel opens a case ID; subsequent correspondence references the case ID so the trail stays clean.
What happens next
Section titled “What happens next”- Acknowledgement. Inside the same business day. We confirm receipt and the case ID.
- Audit trail review. We pull the per-order detail (POD photos, cashier reconciliation timestamps, route history, customs receipts, signed packing lists) for the lines under dispute.
- Cross-check against your records. Where your records and ours diverge, we flag the specific gap so the conversation focuses on the discrepancy rather than the whole invoice.
- Resolution proposal. Credit on next invoice, immediate refund, or a written explanation of why we believe the original line is correct. We do not stall.
- Confirmation. You confirm or push back; if you push back, the dispute escalates per escalation.
The standard SLA on review and proposal is set during onboarding and stays consistent once locked. Most cases close inside a week; the longer ones usually wait on supplier-side or buyer-side documentation we have to chase.
Outcomes
Section titled “Outcomes”Three resolution paths, picked based on the nature of the dispute and the audit-trail outcome.
- Credit on next invoice. The most common outcome. Adjustment shows on the next monthly invoice as a line under the adjustments group with the case ID referenced.
- Immediate refund. When the disputed amount is significant or the invoice is already paid. Refund processed via the same channel as the original payment, usually inside a few business days.
- Explanation if we disagree. Sometimes the audit trail confirms the original line was correct. We send the supporting evidence and explain. From there, you can accept the explanation or escalate.
Common dispute categories
Section titled “Common dispute categories”Most disputes fall into one of four categories. Each has a clear audit trail we lean on first.
- COD shortfalls. Where the amount paid out does not match what you expected. Driver POD photo plus cashier reconciliation timestamp resolve the vast majority. See COD reconciliation for the underlying flow.
- Missing or damaged deliveries. Where a buyer reports a parcel was not delivered or arrived damaged. Driver POD photo plus signature resolve the delivery question; damage cases route through damaged or lost.
- Billing errors. Wrong line count, wrong rate, wrong weight band, surcharge applied where it should not have been. The per-order detail attached to every line shows where the rate came from.
- Return discrepancies. Where the resolution recorded on a return (restocked, disposed, held) does not match what you expected. Photo proof at receiving and inspection both attach to the return event.