Manage Disputes

We know that managing claims can be a challenge, but with Bronze Hub, you have a powerful and simple tool to administer and dispute claims across all your sales channels, both automatically and manually.

With Bronze Hub, you can view and manage different types of claims to protect your operations and reputation:

• Claims with refund: Cases where a money refund has been made to the customer

• Claims for bad ratings: Orders that have received a "bad review".

• Claims for order errors: This includes delivery delays, missing items (Missing Items), incorrect products (Wrong Item), or products received in bad condition or with defects (Bad Quality).

• Avoidable cancellations: From Bronze, you can also claim all those cancellations where the order was prepared before the cancellation.

• All claims from Glovo and Uber that involve a refund for Missing Items (MI), Wrong Items (WI) and Avoidable Cancellation that have a Correct AI Verification (✅) will be automatically disputed for you.

• Para el resto de reclamaciones, puedes revisarlas e iniciar una disputa de manera manual. Sigue estos pasos:

1. Busca el pedido: Dirígete al buscador o utiliza los filtros en Bronze Hub. Puedes buscar pedidos con "Problema: Reembolso" y "Disputa: Sin Disputa" para encontrar aquellos que han tenido un reembolso y aún no se ha iniciado una disputa automática.

2. Revisa la información: Es fundamental que cheques la foto, el ticket, el contenido del pedido, la verificación de IA y el motivo de la reclamación.

3. Inicia la disputa: Si deseas proceder, pulsa el botón “Enviar a Glovo/UberEats”.

4. Confirma el código: Deberás confirmar el código de 8 dígitos del pedido.

5. Añade información adicional: Tienes la opción de revisar el texto que se enviará y añadir más detalles si lo consideras oportuno.

6. Envía la disputa: Pulsa “Enviar a Glovo/ Enviar a Uber”.

• For the rest of the claims, you can review them and initiate a dispute manually.
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Follow these steps:

1. Search for the order: Go to the search engine or use the filters in Bronze Hub. You can search for orders with "Problem: Refund" and "Dispute: No Dispute" to find those that have had a refund and for which an automatic dispute has not yet been initiated.

2. Review the information: It is essential that you check the photo, the ticket, the order content, the AI verification, and the reason for the claim.

3. Initiate the dispute: If you wish to proceed, press the “Send to Glovo/UberEats” button.

4. Confirm the code: You must confirm the 8-digit order code.

5. Add additional information: You have the option to review the text that will be sent and add more details if you consider it appropriate.

6. Send the dispute: Press “Send to Glovo/ Send to Uber”.

7. Resolution: Once the aggregator responds to your claim, the dispute will be
marked as Won or Lost.

• Filter by status: You can filter open disputes using the "Status" filter located in the upper part of the Hub. By selecting “With dispute”, you will be able to see all initiated disputes.

• Automatic response detection: Bronze automatically detects the aggregator's response and indicates if the refund has been approved.

• Lost disputes: If a dispute is denied, it will appear as “Lost”. If you consider it appropriate, you can resend the claim for the same order by following the steps for manual disputes.

• Order detail: You can review the responses and the reason for the refund or bad rating in the “Refunded Products” section within the order detail. You will find it just below the photos!.

*This process is manual, as JustEat still does not allow all refunds to be extracted collectively.

*If you receive the Excel file with the orders that have issues and share it with us, we will be able to automate the corresponding disputes.

Claims where the aggregator is neither Uber nor Glovo must be disputed manually:

1. Find your orders: Search for your orders with a refund in your aggregator's (or own channel's) Manager Portal.

2. Consult in Bronze Hub: Search for the order number in Bronze Hub.

3. Verify and obtain evidence: In Bronze Hub, you will be able to see if the AI verification is correct and you will have access to the photos to verify the order preparation.

4. Respond through the corresponding channel: If you wish to dispute the claim, copy the photos from Bronze Hub and respond through the external aggregator's channel.