What is a Default Dispute Explanation?
The dispute explanation is what Amazon reads when you submit your claim against a deduction. Basically, it's the reason for your dispute.
The dispute explanation tab within the supplier settings page will allow you to save customized messages that will apply by default to all the deductions of the type selected. This will allow you to save time originally spent typing or even copy-pasting the same message for multiple disputes.
How does Default Dispute Explanation work?
The default position for the dispute explanation toggle is OFF, meaning that the default message will still be "Please repay." However, if you would like to create a new default dispute explanation message for each deduction type, please follow these steps:
Click the gear icon on the top right corner of the screen.
Click on the "Dispute Explanation" tab on the left-hand side.
Move the toggle to the ON position to enable the custom dispute explanation. Once the toggle is in the ON position, the dispute explanation text will default to the message entered and saved in the text area for the corresponding deduction type.
Note: When the toggle is in the OFF position, the dispute explanation message will default (back) to "Please repay." for the corresponding deduction type.
Enter the custom dispute explanation into this field.
Note: If the toggle is in the ON position but no text has been entered, the dispute explanation message will still default to "Please repay."
Once you make the desired changes, make sure to click on the "Save Changes" button. Otherwise, click the "Cancel" button to revert back to the previously saved (or default) settings.
How important is the Dispute Explanation?
Our analysis shows that the dispute explanation text has a statistically insignificant impact on the success or failure of a dispute, so there is nothing wrong with using the default "Please repay." However, if you would like your explanation to be more detailed, here are some examples we recommend:
Shortage Claims:
"Greetings,
Attached are copies of shipping documents and other paperwork showing that the quantity accepted on the PO matches what was shipped and invoiced in full. Therefore, the missing items were in the shipment you received.
Please request that the warehouse re-check the inventory, and please review and pay back the claim.
Thank you!"
Price Claim:
"Hello,
Attached are copies of shipping documents and other proof documentation showing that the prices accepted on the PO are equal to the prices invoiced. Amazon incorrectly paid a lower price. Please review and reverse the price discrepancy on this invoice.
Thank you!"