What is an Aquiline Tracking dispute and how do I resolve it?
A customer says they did not receive an order shipped with an Aquiline Tracking number and opened a dispute: to close it, upload one screenshot on the dispute page that opens when you enter the dashboard.
What the two options are
On the dispute page, upload one screenshot, either of these:
- The eBay chat where the customer confirms in writing that they received the item.
- The eBay order showing the refund.
Drag the screenshot (PNG or JPG) into the box or click to choose it, then click Resolve the dispute. A random photo, a tracking page or a screenshot that doesn't show one of the two options is not valid.
Why the dashboard sends me to the dispute page
While you have an open dispute, every time you enter the dashboard Droopify opens the dispute page. If there are several, use the arrows in the card to go through them: each one needs its own screenshot.
| Situation | What happens |
|---|---|
| Less than 48 hours since the dispute was opened | You can click the left arrow to go to the dashboard. Access lasts 30 minutes, then Droopify shows the page again |
| More than 48 hours since the dispute was opened | The left arrow is gone: you can use the dashboard again only after resolving the dispute |
| A screenshot you uploaded was not valid | The dashboard stays blocked: upload a valid screenshot and wait for our team to confirm it |
After uploading the screenshot
If it is the first screenshot for that dispute, the dispute is resolved right away and the dashboard unlocks. If the team already rejected a screenshot, the new one is checked by the team before you can access the dashboard again: the page shows a red notice until then. If you need help, write to support from the chat.
Note:
This is not the dispute that eBay shows in the Resolution Center: that one is handled on eBay (Disputes). The Aquiline Tracking dispute is only resolved on the Droopify dispute page.
To see how tracking numbers are converted to Aquiline Tracking, see Purchase Product.