Disputes

Auctions → Disputes — ?page=wkafw-disputes

Buyer-raised disputes against auction wins. Track them through resolution; export as CSV for legal / customer support handoff.

Disputes — buyer-raised cases with status, opened-on date, evidence and admin notes

What a dispute is

A row in wkafw_disputes (schema) — created when a customer flags a problem with a won auction (item not received, item not as described, refund request, etc.).

Field	Source
`auction_id`	The disputed auction
`user_id`	The buyer raising the dispute
`reason`	Free-text customer-supplied reason
`status`	open / investigating / resolved / closed
`resolution`	Admin's resolution note
`created_at` / `updated_at`	timestamps

How disputes are filed

A buyer files a dispute from one of three places:

Surface	How
Order page (storefront)	"Dispute this order" link on completed auction orders
My Auctions tab	"Report problem" button on Won tab
Direct URL	`/my-account/dispute/{order_id}/` (form)

Filing rules:

Must be the auction winner
Order must be in completed or processing state
Within wkafw_dispute_window days (default 30)

Page layout

Section	Purpose
Status filter chips	Open / Investigating / Resolved / Closed (with counts)
Search	by auction ID, buyer email, order ID
Table	all disputes, paginated
Per-row drawer	full reason + resolution editor

Status workflow

open  →  investigating  →  resolved
                              ↓
                            closed

Status	Meaning
Open	Just filed, no admin action yet
Investigating	Admin acknowledged, contacting parties
Resolved	Outcome decided (refund / ship-replacement / no-action)
Closed	All actions taken, dispute archived

Resolution actions

When resolving a dispute, admin picks one or more:

Action	Effect
Full refund	Refund the order via WC; credit wallet if wallet-paid
Partial refund	Custom amount; writes a partial WC refund
Replacement shipped	No money moves; status closes when buyer confirms
No action	Dispute denied; close with note
Block buyer	Add to Blocked Users
Block seller	Suspend seller / freeze auctions

The resolution note becomes part of the dispute record and is emailed to the buyer.

Per-row drawer

Click a dispute row to expand:

Full conversation — buyer's reason, admin notes (private + buyer-visible)
Order context — items, total, payment method, shipping
Bid trail — every bid on the auction (cross-reference for fraud)
Buyer's history — past disputes, total spend
Seller's history — past disputes against this seller

Bulk actions

Action	Effect
Mark investigating	Bulk-acknowledge new disputes
Close all resolved	Archive after final state
Export selected	CSV

CSV export

Click Export → CSV at the top right. The export includes the buyer's reason, resolution, status, and all timestamps. Use it for:

Legal escalations
Stripe / PayPal chargeback evidence
Internal CS handoff
Quarterly dispute-rate reporting

For the full export endpoint, see Tools.

SLA tracking

The page shows a time-since-filed column. Configurable warning thresholds:

Threshold	Default
Yellow warning	24 hours
Red warning	72 hours

Bulk-filter by "Open > 72 hrs" for SLA breach review.

Notifications

Trigger	Recipient	Email class
Dispute filed	Admin (notification)	(system notice, no template)
Status → investigating	Buyer	(auto-reply)
Resolution set	Buyer	resolution email with note

Customer-facing notifications can be branded via Design Studio.

Reporting

Reports → Disputes shows:

Dispute rate (disputes / completed orders)
Average resolution time
Top sellers by dispute count (potential fraud signal)
Top buyers by dispute count (potential fraud signal)
Common reason categories

Common workflows

"Triage today's new disputes"

Status filter → Open
Sort by Created ascending
Open each → mark Investigating if action will take >1 day, otherwise resolve immediately

"Close out the SLA-breached backlog"

Sort by Created ascending
Resolve each in turn
Bulk-close once status is resolved

"Quarterly dispute report for management"

Date range → last quarter
Export → CSV
Pivot in your tool of choice