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Cases that need attention

A case moves to Needs attention when its evidence gathering finished but one or more evidence items failed. DisputeDash won’t auto-submit a case in this state — it waits for a person to look, so a weak packet doesn’t go out automatically.

Find them fast

Section titled “Find them fast”

The Needs attention tile in the Disputes pipeline bar shows a live count and turns red when cases are waiting. Your dashboard also flags them in its attention banner. Rows in the list show a Fix → link.

How to clear one

Section titled “How to clear one”
  1. Open the case and check the evidence package — failed items are grouped together.
  2. Decide why an item failed and act:
    • Transient failure (an external service hiccup) → Retry evidence to re-run just the failed items.
    • Missing configuration (e.g. no product screenshot, no Zendesk brand ID) → fix the underlying setup, then Retry evidence.
    • Stale or wrong order data → Regather all to rebuild the whole package.
    • Unresolved order → use Fix order ID to point the case at the right order.
  3. Once the package looks right, Submit the case (or let auto-submit take over, if enabled).

See Manual case actions for each action in detail.

Is it urgent?

Section titled “Is it urgent?”

Not every failed item is fatal — a case can still be worth submitting if the important evidence gathered. Use the Win Score and the reply-by deadline to judge. What you don’t want is to let a case sit past its deadline; a case that expires is lost by default.