Dispute

A dispute is a complaint or disagreement to be resolved: a customer questioning a charge, a transporter claiming for a delay, a document that went missing. The Dispute page shows one dispute: what it is about, who owns it, where it stands against its SLA, what is at stake, and everything done about it.

Open a dispute from the Disputes list. Its address is crm/dispute- followed by its Dispute ID.

Raise a dispute

1. On the Disputes page, choose the company in Company, then select New Dispute.
2. Fill in the form. The required fields are marked.
3. Select Save.

TrakIT gives the dispute its Dispute Code, DSP and a six-digit number unique across all companies, and opens it. The code never changes.

The form

The form shows these sections in one box, with Save and Cancel at the bottom:

Section	Fields
Dispute	Company (the company chosen on the Disputes list, read only), Dispute Title, Source (Customer, Internal or Finance), Severity (Low, Medium, High or Critical) and Description.
Relationship	Job ID (optional), Entity Type, Entity and Contact. When you enter a Job ID, TrakIT checks it and shows its Workflow (from Job) and Transport Document (from Job). The Contact list holds the contacts of the entity.
Classification	Dispute Category, Dispute Type (the types of the category), Root Cause and Root Cause Detail. Root Cause starts on the default cause, such as Under investigation, until the cause is known.
Responsibility	Dispute Owner, Supervisor, Responsible Department and User Group. Supervisor starts as the owner’s manager.
Financial	Currency (the company’s currencies) and Amount at Stake. Shown only with the Financial - Create permission.
SLA	SLA KPI As Per, Date Received, SLA Due Date, Reminder Days and Notify for Reminder email.
Evidence	On a new dispute only: Add Files to attach files, each with its Document Type. They are uploaded once the dispute is saved.

TrakIT checks, when you save:

• the Job ID is a real job of the company, in a workflow you have access to;
• the entity has the chosen entity type, and the contact belongs to the entity;
• the dispute type belongs to the category;
• the owner, supervisor and Notify users are active users of the company, and the supervisor is not the owner;
• Date Received is not in the future, and SLA Due Date is not before it;
• Reminder Days is between 0 and 365.

The SLA due date

TrakIT suggests the SLA Due Date and Reminder Days from the Severity:

Severity	SLA days	Reminder days
Low	10	2
Medium	7	2
High	5	1
Critical	2	0

The days are counted from Date Received, which counts as day 1, in the way SLA KPI As Per says:

• Calendar Days counts every day.
• Business Days leaves out the weekend and the public holidays of the company’s country, as set under System > Country Holidays.

You can change both suggestions. Changing Severity, Date Received or SLA KPI As Per suggests them again.

A dispute is Within Range while its days open, counted the same way up to its resolution date or to today, are not more than its SLA Target Days, and Out of Range after that.

Edit a dispute

1. Select Modify.
2. Change what you need.
3. Select Save.

The owner cannot be changed here: use Reassign. The money fields follow the Financial - Create and Financial - Update permissions. A closed dispute cannot be edited.

If you change the Job ID of a dispute that has work orders, TrakIT asks you to confirm, then removes the work orders of the old job from the dispute.

Each change is recorded in the audit log, for example Severity: Medium⇒High; SLA Due Date: 2026-10-02⇒2026-10-05;.

The top of the page

The top of the page shows the dispute’s code and title, with its tags at the right. Back to List returns to the Disputes list. Below it, one box holds the dispute’s details: the Dispute ID, status, severity and SLA status at its top right, then these sections:

Section	Shows
Case	Company, Entity, Contact, Job, Source, Category, Type, Dispute Owner, Supervisor, Department, User Group, Date Raised (with who raised it) and Notify for Reminder email.
SLA	Date Received, SLA Due Date (with the days left), Resolution Date, SLA KPI As Per, Reminder Days, SLA Target Days, Days Open and SLA Status.
Root Cause and Resolution	Root Cause, Root Cause Detail, Resolution and Description.
Cancellation	Canceled On (with who canceled it) and Reason of Cancellation. Shown only for a canceled dispute.
Financial	Amount at Stake, Amount Recovered, Amount Written Off, Outstanding, Financial Outcome and Approval Reference. Shown only with Financial - Read.

At the bottom of the box are Modify, Change Status, Reassign, Cancel Dispute and Export, each shown when your role allows it.

Change the status

1. Select Change Status.
2. Choose the new status in To. The list holds only the statuses the dispute can move to.
3. Fill in what the new status asks for, then select Save.

From	Can move to
New	Acknowledged
Acknowledged	Under Investigation
Under Investigation	Action Required, Pending Customer, Pending Internal, Resolution Proposed, On Hold, Escalated
Action Required	Under Investigation, Resolution Proposed
Pending Customer, Pending Internal, On Hold, Escalated, Reopened	Under Investigation
Resolution Proposed	Resolved, Under Investigation
Resolved	Closed, Under Investigation
Closed, Canceled	Reopened

• A Reason is required for On Hold, for Reopened, and to go back from Resolved to Under Investigation.
• Resolved needs the Resolution, the Resolution Date (not before Date Received and not in the future) and a Financial Outcome other than Pending.
• Going back from Resolved to Under Investigation, or reopening a closed dispute, clears the resolution date.
• Closed and Canceled lock the dispute: nothing on it can be changed until it is reopened, which needs the Reopen permission.

Each change is recorded on the Timeline and in the audit log.

The statuses fall into five stages, which the lists and reports use: Open (New, Acknowledged, Under Investigation, Action Required, Resolution Proposed, Escalated, Reopened), Waiting (Pending Customer, Pending Internal, On Hold), Resolved, Closed and Canceled.

Cancel a dispute

A dispute can be canceled in any status, for example when it was raised by mistake.

1. Select Cancel Dispute.
2. Enter the Reason of Cancellation. It is required, up to 300 characters.
3. Select Cancel Dispute in the dialog.

The status becomes Canceled. A canceled dispute cannot be changed until it is reopened. Its days open stop on the day it was canceled, and it counts neither within nor out of its SLA: its SLA Status reads Canceled. The reason is shown in the Cancellation section, on the Timeline, in the audit log (as Dispute Canceled) and in the PDF.

To undo a cancellation, change the status to Reopened. This needs the Reopen permission and a Reason. Reopening clears the Cancellation section and the resolution date, and the SLA clock runs again from Date Received; the Timeline and the audit log keep the Reason of Cancellation.

Reassign

1. Select Reassign.
2. Choose the New Owner and give the Reason.
3. Select Save.

The new owner must be an active user of the company and cannot be the dispute’s supervisor. To move many disputes at once, for example when someone leaves, see Transfer Ownership.

Tags

Tags label the dispute. To add one, type a tag of 3 to 30 letters and digits, with no spaces, in Add a Tag at the top right, or pick one of the suggestions, and press Enter. To remove one, select the cross next to it. Tags can be filtered on in the Disputes list.

Financial details

To record what happened to the money:

1. Select Modify.
2. Enter Amount Recovered and Amount Written Off, choose the Financial Outcome and, for a write-off, the Approval Reference.
3. Select Save.

These fields need Financial - Update. If your role has it but not Update, Modify shows only the Financial section; Currency and Amount at Stake are read only there.

Amounts cannot be negative, and recovered plus written off cannot be more than the amount at stake. An amount written off needs an Approval Reference. Outstanding is the amount at stake less what was recovered and written off. Amounts stay in the dispute’s currency; nothing is converted.

Export to PDF

Select Export to download the dispute as a PDF. It holds what you can see on the page: the top of the page, and each tab your permissions show, in the same order. The money appears only with Financial - Read. Each page of the PDF shows the dispute’s code, who exported it and when, and the page number. Each export is recorded in the audit log as Dispute Exported.

Work Orders

The Work Orders tab shows the work orders of the dispute’s job that the dispute is about, in the columns of your work order lists. It is shown only for a dispute with a job.

To add work orders:

1. Select Add Work Orders. The list holds the job’s work orders the dispute does not cover yet.
2. Choose a service to narrow the list, if you need to.
3. Tick the work orders and select Add Selected, or select Add All.

To remove work orders, tick them and select Remove.

A work order or job that a dispute covers cannot be deleted, and its work orders cannot be moved to another job. TrakIT names the dispute in the message.

Timeline

The Timeline tab tells the story of the dispute, newest first: its status changes, its activities, and its main events, such as the reminders sent, files added and owners changed.

Documents

The Documents tab lists the dispute’s files: their title, file name, Document Type, work order, Document Status, expiry, size, and who uploaded them when. Select a title to open the file.

To add files:

1. Select Add Files and choose one or more files.
2. For each, choose the Document Type, and optionally the Work Order it is about, the Document Status, Expiry and Remarks.
3. Select Upload.

Select the pencil icon to change a file’s details. The same window has Delete, to remove the file.

Activities

The Activities tab lists the corrective actions, follow-ups and contacts planned for the dispute.

1. Select Add Activity.
2. Choose the Type, enter the Title, choose the Owner and the Due date and time, and add Details if needed.
3. Select Save.

The activity also appears in its owner’s own Activities, with its reminders. Select the complete or cancel icon to close an activity, and the reopen icon to open it again.

Comments

The Comments tab works as comments do elsewhere in TrakIT. Select Add… to post a comment, or the microphone to record a voice note. Each comment has a status, Active, Pending, Resolved or Cancelled, that you can change.

The Comment Recipients panel lists the users told about new comments. The poster of a comment becomes a recipient. Select Add to add a user who can open the dispute. Recipients get an email only if they have ticked Disputes > Comments under System > Notifications.

Photos

The Photos tab shows the dispute’s photos. Select Add Photos to upload images, or Take Photo to use the camera. Select a photo’s title to change it in Modify Title, where Delete removes the photo.

Audit Log

The Audit Log tab lists every change to the dispute, 50 per page, newest first: who did what and when, with the old and new values. Money details are shown only with Financial - Read.

Reminders

Once a day, at 05:05 UTC, TrakIT checks the disputes that are open (not waiting, resolved or closed):

• When the SLA Due Date is Reminder Days away or less, it emails a reminder once to the person who raised the dispute, its owner, its supervisor and the Notify for Reminder email users.
• Once the due date has passed, it emails one overdue notice to the supervisor.

Reminders go only to active internal users with an email address. Notify users get the reminder but cannot open the dispute unless they have access to it for another reason. Changing the SLA Due Date or Reminder Days lets the reminder be sent again; changing the due date lets the overdue notice be sent again. Both are recorded on the Timeline.

Who can open a dispute

You can open a dispute when your role has Read in Dispute Management, its company is one you have access to, and at least one of these is true:

• you are its owner, raised it, or are its supervisor;
• you are a member of its user group;
• your role has View All Disputes;
• you are a system administrator.

Who can use this page

Your role needs these permissions in the Dispute Management section:

Permission	Allows you to
Read	Open the disputes you have access to.
Create	Raise disputes.
Update	Modify, and add or remove tags.
Change Status	Change the status. Reopen is needed to reopen a closed or canceled dispute.
Reassign	Reassign the dispute to a new owner.
Cancel	Cancel the dispute, in any status.
Financial - Read	See the money: the Financial section and the amounts in the audit log and the PDF.
Financial - Create	Enter the currency and amount at stake on a new dispute.
Financial - Update	Change the amounts and the financial outcome, through Modify.
Work Orders - Read / Add / Remove	See, add and remove the dispute’s work orders.
Timeline - Read	See the Timeline tab.
Documents - Read / Add / Update and Delete	See, upload, change and delete the files.
Activities - Read / Add / Update and Complete	See, add, change and complete the activities.
Comments - Read / Add / Status and Recipients	See and post comments, change their status and the recipients.
Photos - Read / Add / Rename and Delete	See, add, rename and delete the photos.
Audit Log - Read	See the Audit Log tab.
Export	Export the dispute to PDF.
View All Disputes	Open every dispute of your companies.

A tab you have no Read permission for is not shown. Disputes cannot be deleted.