Dispute Management - Everything you need to know

Managing disputes can be complex and time-consuming, but with Cloudbeds' new Dispute Management feature, you now have the tools to handle disputes directly through a self-service platform. This guide will walk you through the key features, responsibilities, and benefits of using the Dispute Portal in Cloudbeds to resolve transaction disputes efficiently.

Features

1. Dispute Notifications
   You will receive automatic email and in-app notifications whenever a dispute is lodged. This ensures that you are promptly informed of any disputes involving your transactions.

2. Dispute Viewing and Filtering
   You can view all disputes logged against your property. Additionally, you can filter disputes based on key criteria like transaction date, dispute status, or transaction type, making it easy to find the relevant disputes.

3. Dispute Acceptance
   If liability is clear, you can accept disputes directly from the platform, helping to streamline the resolution process.

4. Counter Disputes with Evidence
   You can contest disputes by uploading relevant evidence such as guest correspondence, reservation logs, and payment proofs. Providing supporting documentation helps strengthen your case during the review process.

5. Dispute Status Tracking
   Properties can track the status of each dispute in real time. The status will be clearly labeled, helping you monitor the progress of each case. Statuses include:

   • Open: The dispute has been initiated and is awaiting review.
   • In Review: The dispute is being reviewed by Cloudbeds or the payment processor.
   • Resolved: The dispute has been resolved in favor of the property or the guest.
   • Won: The property has successfully contested the dispute.
   • Lost: The dispute was ruled in favor of the guest.

Non-Functional Features

1. Service Level Agreement (SLA)
   Properties will be prompted to accept or decline an SLA. Accepting the SLA indicates that the property understands its responsibilities and acknowledges liability shifts when using the dispute portal.

2. Risk Dispute Report in QuickInsight
   This internal tool provides a dashboard with critical Key Performance Indicators (KPIs) for assessing the Dispute Service's performance. KPIs include win rates, evidence submitted, total disputes, and more.

3. Dispute Evidence File Size & Format
   The portal supports file uploads in PDF, PNG, and JPEG formats, with a maximum file size of 4.5MB for each document.

4. System Generated Files for Countering Disputes
   Users can generate a PDF file containing guest details, reservation details, payment details, and more. This file can then be uploaded as additional supporting evidence.

5. User Error Clarity
   If you encounter an error while uploading supporting evidence, a clear and concise error message with a call to action will guide you through resolving the issue.

6. User Roles and Permissions
   You can assign roles and permissions to authorized users who should have access to the Payment Portal, ensuring secure and controlled access to dispute management.

7. Optimization & Performance
   The Dispute Portal is designed to handle bursts of incoming traffic and is optimized for performance, ensuring maximum stability and reliability when managing disputes.

8. Guest Details in Notifications
   In-app notifications will include key guest details, helping you quickly identify the relevant dispute.