When a dispute is opened, we will provide additional information within the dispute itself explaining why it was opened and what information we need to resolve the dispute.
This can be accessed by logging into your Sezzle merchant dashboard, selecting "Disputes" on the left, selecting the dispute in question, and then selecting "Manage Dispute." You'll then see why the customer disputed the transaction in their own words, and if you select "View Conversation" you'll see the message from us indicating the information we deem necessary to resolve the dispute. You can then provide a response within the portal directly, which we will see and review. If the information you provide is enough to resolve the dispute, we will close it out. If more information is required, we will request additional information as we deem necessary.
You can also issue either a full or a partial refund right from the dispute window, which we recommend doing to ensure the wrong order isn't refunded (we typically see this in instances of customers with multiple orders from the same merchant).
Please provide your response within the dispute portal itself, as this ensures our dispute team is able to pair your information with the specific order in question. The portal communicates with us directly, not with the shopper - we then pass along any relevant information to the shopper.
Most commonly, the information we request from merchants involves tracking showing movement of the merchandise (not in label created or pre-shipment status), an RMA number, or a refund to resolve the dispute. We do completely understand there may be disputes that can't be resolved immediately, so feel free to use the conversation portal to communicate with us regarding the situation. You can even upload supporting documents!