Set as Disputed
How to use the Order Disputed popup to check an order's dispute on eBay or to mark it only on Droopify.
Before you start
- The order is Pending, Ordered, Shipped or Delivered on the Orders page. In the status menu the entry is called Dispute; for other statuses it doesn't appear.
- Disputes are opened and handled on eBay. Those opened by the customer appear by themselves in Order Issues: the popup lets you skip the wait for the automatic update or mark a dispute that doesn't exist on eBay.
- If an automatic order is running for the order, the action is refused until it ends.
Checking the dispute on eBay
- In the Status column open the status menu and pick Dispute. Order Disputed opens.
- Leave Set as Disputed only on Droopify unticked. The grey box says "We will check on eBay whether a dispute (case or inquiry) exists for this order and update it with the latest data."
- Press Check if the order has a dispute.
Droopify first looks for a case in the eBay Resolution Center, then for an "Item Not Received" inquiry. If it finds one, The order has been updated with the dispute data successfully. appears and the dispute shows up in Order Issues: Unresolved if it's open, Resolved if it's closed (in that case the order moves to the Dispute status). How to handle it: Disputes.
If eBay has no dispute for the order, or closed the case in your favour, the order doesn't change and an error appears.
Setting as Disputed only on Droopify
- In the Order Disputed popup tick Set as Disputed only on Droopify. The grey box says "The order will be marked as disputed only on Droopify, nothing will be changed on eBay."
- Press Set as Disputed.
The order moves to the Dispute status right away, its profit becomes 0 and the dispute appears in Order Issues as Resolved. Nothing changes on eBay.
Send message
There is no automatic message for this status: Send message starts off and, if you turn it on, you write the text yourself. You can use {buyer_first_name}, {product_title}, {feedback_url}, {shipping_courier} and {tracking_code}, which are replaced with the order data.
The message is only sent if the operation succeeds: if the check finds no dispute, the customer receives nothing.
Possible errors
| Message | What to do |
|---|---|
| The dispute was not found. | Check the order on eBay. If you want to mark it anyway, use Set as Disputed only on Droopify |
| Please enter a custom message to continue. | Write the message or turn off Send message |
| You can't perform this action: an automatic purchase is in progress for this order. … | Wait for the automatic order to end or stop it with Cancel Purchase |
If the operation fails, the popup shows the reason instead of the success message: a Droopify message, like those in the table, or eBay's text as it is. In this case the order status is not updated: fix the problem shown and try again.