Disputes

A dispute is a problem reported by a buyer which typically involves disagreements over product quality, delivery issues, returns, refunds, or pricing.

Once a buyer raises a dispute via the Mondu Buyer Portal, it is visible on the Merchant Portal, and you get notified via email.

You have a default of 21 days to respond to the dispute. Failure to respond within this timeframe results in the dispute being resolved in the buyer’s favor.

View and filter

On the Disputes page you can view all the disputes buyers have raised, and filter them according to these cases:

Active: Disputes that are open and have not been resolved, discarded or withdrawn yet.
Needs response: A subset of the active disputes that require your action (accept or contest).
Discarded: Disputes that you won after Mondu’s Buyer Operations team reviewed them and ruled in your favor.
Resolved: Disputes that the buyer won. Either you accepted the dispute or Mondu’s Buyer Operations team resolved it in favor of the buyer.
Withdrawn: Disputes that the buyer withdrew after submission.

Additional filters are available in the column headers (e.g., "Created on," "Dispute reason," "Raised by") allowing you to sort and narrow down disputes based on specific criteria. The “Respond in” column shows how much time you have to respond. This field is empty after you have responded, or changes to “closed” when the dispute has been resolved, discarded or withdrawn.
↪ Clicking on any specific dispute in the list will take you to the Dispute Details page, where you can view more information and take appropriate actions.

View more details

This page provides an overview of the dispute and its associated details. Use this page to review all relevant information before deciding how to respond to the dispute. Key sections include:

Invoice Details: Displays the gross amount, outstanding amount, creation and due dates, and whether the invoice has been paid. There is a link to view the associated invoice for more detailed context
Order Details: Shows information about the order, including the order number, customer, billing and shipping addresses, and company details. There is a link to the associated order for further details.

This page provides an overview of the dispute and its associated details. Use this page to review all relevant information before deciding how to respond to the dispute. Key sections include:

Customer Details: Provides additional customer information, including the email address and billing/shipping details.
Dispute Details: Displays the disputed amount, the reason for the dispute, and a timeline of key events (e.g., dispute raised, invoice created). Here you’ll find the dispute’s status, deadline for your response, and any comments or evidence submitted by the buyer.
↪ Once you have reviewed all the information you can react to the dispute by clicking on the 3 dots in the top right corner and either accept or contest the dispute.

Accept dispute

By accepting the dispute you agree that it is valid. In the action log, you can see that the dispute is accepted, the buyer is logged as “won the dispute”, and a dispute note is created for the reported dispute amount.
In the Disputes overview page the dispute will be marked as “Resolved”.

Note the dispute note is netted against your upcoming payouts.

Contest dispute

After you click on the "Contest Dispute" button in the actions area you will need to provide the evidence and reasoning for challenging the buyer’s dispute.

Choose a reason from the drop down list to specify why you are contesting the dispute.
Upload supporting documents or proof to validate your position. If multiple files need to be uploaded, they should be combined into a single PDF.
Add a detailed explanation to support your contestation, summarizing the evidence and your arguments.

Once all fields are filled, click "Contest dispute" to submit the contestation to Mondu’s Buyer Operations team for review. Your contestation will be recorded in the action log. In the Disputes overview page the dispute’s status will remain “Active” and the count in the “respond in” column will be removed.

Contest resolution

Mondu’s Buyer Operations team makes the final decision based on the evidence provided by both you and the buyer. Their decision would determine whether you won or lost the dispute.

The final decision will appear in the Disputes overview page as well as in the Dispute Details page, in the action log. The dispute would be marked as “Discarded” in case you won, and “Resolved” in case the buyer won.