When you and the customer fundamentally disagree about a return, you can open a dispute. A dispute hands the decision to Fawran’s team — you supply your side and evidence, they make the final call.
Two ways to raise a dispute
DISPUTED.Dispute reasons
- Product doesn’t match buyer’s claim
- Condition mismatch
- Fraudulent claim
- Buyer unresponsive
- Policy violation
- Other issue
Evidence and the Disputes tab — limits today
On the full dispute form, Add Photo previews images locally only — they are not uploaded or stored with the dispute yet. The quick dispute ticket accepts evidence links only. Treat the Disputes surface as limited today.
To put photo evidence on record, open a support ticket (category: Returns & Refunds) referencing the order number and return code, and attach your photos there (up to 5 attachments persist with the ticket).
How disputes resolve
PENDING→UNDER_REVIEW→RESOLVED / REJECTEDThe disputes tab states: “These requests are under review by our team. The final decision is made by Fawran. You can provide additional information through the request details.” You cannot decide the outcome.
Resolved and rejected disputes are archived under Returns → Resolved Disputes (Completed FBS Dispute Requests), where you can review past decisions.
Dispute vs claim — which one?
| Use a… | When |
|---|---|
| Dispute | You disagree the return is valid at all (wrong claim, policy violation, unresponsive buyer) |
| Customer Return Claim | You accept the return but want compensation for damage/misuse by the customer |
Opening disputes as a routine step. Frequent unfounded disputes reflect poorly on your account — use them for genuine disagreements with specific, verifiable facts.