Dispute configuration

The Dispute Configuration page holds the lists offered on every dispute, and the tool to move disputes from one owner to another. Open it from Admin > Masters > Disputes.

The page has a tab per list, and Transfer Ownership. TrakIT opens the tab named in the address, for example #types, or the first tab.

The lists

Tab	Holds
Category	The broad kinds of problem, such as Billing / Invoice or Customs / Duty. A dispute’s category decides which types it is offered.
Type	The specific problems within each category, such as Incorrect charge. Choose a category above the list to see only its types.
Root Cause	Why disputes happen. The default root cause is given to a new dispute until the cause is known.
Document Type	What kind of evidence each file on a dispute’s Documents tab is.

The lists are the same for every company. Each entry has a Name and a status, Active or Inactive. Disputes offer the entries in the order of the list; see Change the order.

Only system administrators can change the lists. Other users with Read Configuration can see them.

Add or change an entry

1. Open the tab of the list.
2. Select New Category, New Type, New Root Cause or New Document Type, or the pencil icon of an entry.
3. Fill in the Name, and tick or untick Active. For a type, choose its Dispute Category. For a root cause, tick Default to make it the default.
4. Select Save.

• An inactive entry is no longer offered on disputes; disputes that use it keep it.
• Only one root cause can be the default: making one the default takes it off the others.
• A type that a dispute already uses cannot move to another category.
• A new entry goes to the end of its list. A type goes to the end of its category, also when you move it to another category.

Each change is recorded in the audit trail, for example Dispute Category Created.

Change the order

1. Open the tab of the list. For types, choose a category in the list above the table first: types are ordered within their category.
2. Drag an entry by the arrows in its first column (Re-Order) to its new place.

TrakIT saves the order when you let go; letting go outside the list leaves it as it was. Only system administrators can change the order. Each change of order is recorded in the audit trail, for example Dispute Categories Re-ordered, with the new order.

Transfer Ownership

The Transfer Ownership tab moves disputes from one owner to another, for example when someone leaves or changes role.

1. Choose the Company.
2. Choose the Current Owner. The list holds the people who own disputes of the company that are not closed, with how many.
3. Choose the New Owner, an active user of the company.
4. Enter the Reason.
5. Tick the disputes to move, or tick none to move them all.
6. Select Transfer all, or Transfer 2 dispute(s) when you have ticked two, and confirm.

Closed disputes stay with their owner. So do the disputes the new owner supervises, because an owner cannot be their own supervisor: they are greyed out in the list, marked Stays: the new owner supervises it.

TrakIT records the transfer in the audit trail as Dispute Ownership Transferred, and each dispute moved as Dispute Owner Changed, with the reason followed by (transfer). The new owner is told by email which disputes are now theirs.

To give a single dispute a new owner, use Reassign on the dispute.

Who can use this page

Your role needs one of these permissions in the Dispute Management section:

Permission	Allows you to
Read Configuration	Open the page and see the four lists.
Transfer Ownership	Open the page and use the Transfer Ownership tab, for the companies you have access to.

Changing the lists also needs you to be a system administrator. Without either permission, TrakIT shows Authorization Failed.