Case statuses
Every case carries a status that tells you where it is in its journey. Most statuses are informational — DisputeDash is handling the case — but a few call for your action. Those are marked below.
Status glossary
Section titled “Status glossary”| Status | What it means |
|---|---|
| Unmapped | The dispute’s reason code isn’t recognized yet. The case is paused and no evidence is gathered until an admin maps the reason. → Needs your action. |
| Upgrade required | Your current plan doesn’t cover automated handling of this dispute. → Needs your action. |
| Gathering evidence | DisputeDash is actively building the evidence packet. No action needed. |
| Needs attention | Gathering finished, but one or more evidence items failed. A person should review before submitting; auto-submit will not fire from this state. → Needs your action. |
| Awaiting review | The packet is complete and ready. It waits for you to submit (Review mode) or for the auto-submit timer (Auto-submit mode). |
| Submitted | The evidence packet has been sent to the processor and the dispute finalized. |
| Under review | The bank or card network is evaluating your evidence. |
| Won | The dispute was decided in your favor. |
| Lost | The dispute was decided against you. |
| Expired | The reply-by deadline passed without a response, so the dispute was lost by default. |
| Skipped (Pre-Arb Accepted) | The case was intentionally not fought — for example, a pre-arbitration escalation your policy chose to accept. |
When a case needs your action
Section titled “When a case needs your action”Unmapped — a reason code DisputeDash hasn’t seen before. Map it in Reason mapping; doing so also releases every other case waiting on that same reason.
Needs attention — an evidence item failed to gather. Open the case, check which item failed, and use Retry evidence or Regather all, or fix the underlying cause (for example, upload a missing product screenshot). See Cases that need attention and Manual case actions.
Upgrade required — the dispute is sitting idle because your plan doesn’t cover it. Upgrade your plan to have DisputeDash fight it.
Evidence item statuses
Section titled “Evidence item statuses”Within a case, each individual evidence item also has its own status, shown in the evidence package:
- Pending — not gathered yet.
- Gathered — successfully collected.
- No data — the source has nothing to provide (e.g. no shipment for a digital order). This is expected, not a failure, and doesn’t hold up the case.
- Failed — the item couldn’t be gathered and may need a retry.
- Skipped — a manual-upload item (like customer communication) that your team adds by hand.