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U-Send Platform

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Dispute List

Welcome to our platform’s documentation page on the dispute list, designed to be your compass in navigating through disputes seamlessly. We understand the importance of clarity when it comes to managing your disputes, and our documentation is here to assist you every step of the way.

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The value of the dispute list

In the world of Dropshipping, addressing customer disputes is an essential part of maintaining a seamless operation. 


The Order Disputes function within U-Send Fulfillment is designed to streamline the process of managing and resolving disputes, ensuring customer satisfaction and efficient conflict resolution.

Types of disputes


Damaged/Wrong Product Dispute

When a customer reports receiving a damaged or incorrect product, select this option. Request photographic proof from the customer, ideally showing the item and packaging. You can then offer to resend the correct product or provide a refund, based on the issue.


Proof Document Dispute

For cases where payment providers request proof documents, select this option. Choose the relevant order and specify the type of proof required. This may include documents like proof of delivery, proof of shipping, local tracking, and a waybill. Additional details can be added if necessary.


Lost Tracking Dispute

If an order’s tracking hasn’t updated for a considerable time, select this option. Choose between requesting a resend or a refund for the order.


Incomplete order

You select this option if a customer has not received an order complete. For example, the customer ordered 3 items, but received 2 items.

In these cases, it is often the case that the last item is still on its way, but it can also be the case that the other item got lost in another shipment, for example. To be on the safe side, also indicate whether the customer wants a resend or refund.

By the way, it is important that the customer sends a picture of what the customer did receive. That way, our team can properly distinguish what needs to be resend/refunded.


Tracking delivered, not received

You select this if you have a dispute with a customer over a package, where the tracking/local courier indicates that the package has been received, yet the customer indicates they did not receive anything.

This is obviously a complicated issue, as we have to be able to rely on the information provided to us by the local courier.

In the worst case we can start an investigation (this often takes a long time), to hear from the local courier what the possibilities for compensation are.

In the world of Dropshipping, addressing customer disputes is an essential part of maintaining a seamless operation. 


The Order Disputes function within U-Send Fulfillment is designed to streamline the process of managing and resolving disputes, ensuring customer satisfaction and efficient conflict resolution.

Types of disputes


Damaged/Wrong Product Dispute

When a customer reports receiving a damaged or incorrect product, select this option. Request photographic proof from the customer, ideally showing the item and packaging. You can then offer to resend the correct product or provide a refund, based on the issue.


Proof Document Dispute

For cases where payment providers request proof documents, select this option. Choose the relevant order and specify the type of proof required. This may include documents like proof of delivery, proof of shipping, local tracking, and a waybill. Additional details can be added if necessary.


Lost Tracking Dispute

If an order’s tracking hasn’t updated for a considerable time, select this option. Choose between requesting a resend or a refund for the order.


Incomplete order

You select this option if a customer has not received an order complete. For example, the customer ordered 3 items, but received 2 items.

In these cases, it is often the case that the last item is still on its way, but it can also be the case that the other item got lost in another shipment, for example. To be on the safe side, also indicate whether the customer wants a resend or refund.

By the way, it is important that the customer sends a picture of what the customer did receive. That way, our team can properly distinguish what needs to be resend/refunded.


Tracking delivered, not received

You select this if you have a dispute with a customer over a package, where the tracking/local courier indicates that the package has been received, yet the customer indicates they did not receive anything.

This is obviously a complicated issue, as we have to be able to rely on the information provided to us by the local courier.

In the worst case we can start an investigation (this often takes a long time), to hear from the local courier what the possibilities for compensation are.

In the world of Dropshipping, addressing customer disputes is an essential part of maintaining a seamless operation. 


The Order Disputes function within U-Send Fulfillment is designed to streamline the process of managing and resolving disputes, ensuring customer satisfaction and efficient conflict resolution.

Types of disputes


Damaged/Wrong Product Dispute

When a customer reports receiving a damaged or incorrect product, select this option. Request photographic proof from the customer, ideally showing the item and packaging. You can then offer to resend the correct product or provide a refund, based on the issue.


Proof Document Dispute

For cases where payment providers request proof documents, select this option. Choose the relevant order and specify the type of proof required. This may include documents like proof of delivery, proof of shipping, local tracking, and a waybill. Additional details can be added if necessary.


Lost Tracking Dispute

If an order’s tracking hasn’t updated for a considerable time, select this option. Choose between requesting a resend or a refund for the order.


Incomplete order

You select this option if a customer has not received an order complete. For example, the customer ordered 3 items, but received 2 items.

In these cases, it is often the case that the last item is still on its way, but it can also be the case that the other item got lost in another shipment, for example. To be on the safe side, also indicate whether the customer wants a resend or refund.

By the way, it is important that the customer sends a picture of what the customer did receive. That way, our team can properly distinguish what needs to be resend/refunded.


Tracking delivered, not received

You select this if you have a dispute with a customer over a package, where the tracking/local courier indicates that the package has been received, yet the customer indicates they did not receive anything.

This is obviously a complicated issue, as we have to be able to rely on the information provided to us by the local courier.

In the worst case we can start an investigation (this often takes a long time), to hear from the local courier what the possibilities for compensation are.

Navigating through disputes

Manage and resolve disputes


Open the left menu and select “Dispute List” under the “Orders” section.

From there, you can initiate and oversee disputes related to your shipped orders.


Initiate a new dispute by clicking “Open a New Dispute” within the Dispute List.

A pop-up window will allow you to choose a shipped order for which you wish to raise a dispute.


When initiating the dispute, select the relevant issue from the options provided. You can upload supporting documents, such as photos or tracking information, to strengthen your case. 

Also, please write a message to give us a full understanding of the situation


Submit your dispute request for review.


After submission, your dispute request will be labeled as “Waiting”. Our dedicated team will review and address your dispute within 24 hours.


Once we respond, the dispute status will either change to "Reply" or “Complete”.


When you click the chat icon on the specific dispute, you can see the response from our team and, if the dispute is not completed yet, you can respond.


In this way, you can easily interact about a specific order without losing track. So the order is played back and forth from "Waiting" to "Reply" until we close the dispute and come to a resolution together.


If for any reason you have a concern about a dispute after it has closed, please contact our live support.


Please provide us with the order number and dispute information immediately so we can keep the conversation effective.

If you have any questions or need assistance, please don't hesitate to contact our support team at info@u-sendfulfillment.com

If you have any questions or need assistance, please don't hesitate to contact our support team at info@u-sendfulfillment.com

If you have any questions or need assistance, please don't hesitate to contact our support team at info@u-sendfulfillment.com

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U-Send Fulfillment

Do you still need help?

Please don't hesitate to contact our Live Support

U-Send Fulfillment

Do you still need help?

Please don't hesitate to contact our Live Support

U-Send Fulfillment

Do you still need help?

Contact our Live Support

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