Efficient dispute management is crucial for any e-commerce operation. A well-organized tracker in your spreadsheet provides clarity, accountability, and ensures no customer claim falls through the cracks. Here’s how to build one.
Core Structure: Essential Fields for Your Tracker
Start by creating the following columns in a new sheet. These fields form the backbone of your dispute management record.
| Column Header | Description | Data Format Example |
|---|---|---|
| Claim ID | A unique identifier for each dispute (e.g., platform code + order number). | ITAO-2023-58761 |
| Date Submitted | The date the customer filed the dispute. | 2023-10-26
|
| Order ID | The associated order number from your store or platform like ItaoBuy. | ORD-7842 |
| Customer Name / ID | Quick reference for the claimant. | john-doe-89 |
| Dispute Reason | Category of the issue (Item Not Received, Damaged, Not as Described, etc.). | Not as Described |
| Refund Progress | The current status of the resolution process. | Evidence Submitted | Platform Case # | The official case number from the payment processor (PayPal, Stripe) or marketplace. | PP-CASE-987654321 |
Building the "Refund Progress" Field
This is the most critical column for maintaining a clear record. Use a dropdown list or status tags for consistency.
- New / Under Review: Initial stage; gathering information.
- Evidence Submitted: Documentation provided to the platform.
- Awaiting Decision: Pending response from the payment gateway.
- Resolved - In Your Favor: Dispute closed, no refund issued.
- Resolved - Refunded: Closed with a full or partial refund.
- On Hold / Additional Info Requested: Action required from you.
Pro Tip:
Implementation & Best Practices
Simply adding fields isn't enough. Follow these steps to make your tracker actionable.
- Freeze the Header Row:
- Create a Dedicated Tab:"Dispute Dashboard"
- Use Data Validation:Dispute ReasonRefund Progress
- Add a "Notes" Column:
- Update Regularly:
- Link to Evidence:
- Create a Dedicated Tab:"Dispute Dashboard"
Maintaining Your Record
A static spreadsheet is a good start, but a living document