Logistics panel → Billing → Manage Disputes
Use Manage Disputes to review and resolve courier billing discrepancies. This section helps you identify incorrect courier charges, weight mismatches, and differences between declared and billed values.
You can access it from Billing → Manage Disputes.
Search discrepancies using AWB Number, Shipment ID, courier partner, or date range.
The page is divided into three tabs:
| Tab | Purpose |
|---|---|
| Action Needed | Records requiring your review and action |
| Disputes | Active disputes raised with courier partners |
| Settled | Resolved billing discrepancies |
The Action Needed tab displays shipment-level discrepancies that require your attention. The table includes the following columns:
| Column | Description |
|---|---|
| AWB | Shipment tracking number |
| Courier Partner | Courier partner associated with the shipment |
| Item Details | Shipment product details |
| Declared Specs | The shipment details you declared at the time of booking |
| Charges | Charges applied by the courier partner |
| What Changed | The difference detected in billing |
| Action | Next available action |
Accept - agree with the courier partner's charge; the excess charge stands.
Raise Dispute - formally dispute the charge. You are required to attach supporting evidence before submitting. Accepted proofs differ based on the type of discrepancy.
For weight disputes, attach:
- Photos of the package with a measuring tape clearly showing the length, breadth, and height
- Photos of the package placed on a weighing scale showing the weight
- Photos with the AWB number visible on the package
The Disputes tab displays all active disputes raised with courier partners. Use this tab to track open disputes, monitor pending responses, and follow ongoing billing investigations.
The Settled tab displays resolved billing discrepancies. These include accepted disputes, rejected disputes, and finalised courier billing adjustments.
For each settled dispute, you can view the comments added by the courier partner at the time of approval or rejection. These comments explain the courier partner's reasoning - for example, confirming that the weight captured at their facility matched the billed weight, or noting that the submitted evidence was insufficient to approve the dispute. Reviewing these comments helps you understand the outcome and build stronger evidence for future disputes.