Dispute submission steps

A field-by-field walkthrough of the "Raise Dispute" form. See the overview first if you haven't already, to check a dispute is the right tool for your situation.

1. Open the booking

Go to Dashboard → Bookings and open the booking the issue relates to. The Raise Dispute button appears on the booking detail page as long as that booking doesn't already have an active dispute.

2. Select a dispute type

Choose the option that best matches your issue:

  • Payment Issue — a charge, refund, or payout doesn't match the booking;
  • Service Quality — the service didn't match what was booked;
  • Damage/Loss — items arrived damaged or didn't arrive;
  • Delivery Delay — pickup or delivery was significantly late;
  • Missing Items — part of the load is missing;
  • Other — anything else specific to this booking.

3. Write a clear description

Describe what happened, when, and what outcome you're looking for. Specific, factual descriptions ("2 of 5 boxes missing on delivery, confirmed against the packing list") are reviewed faster than vague ones ("carrier was bad").

4. Attach evidence

Attach photos, documents, or video that support your claim — e.g. photos of damage, delivery paperwork, or message screenshots. You can attach multiple files, remove one before submitting, and add more later if the reviewing team asks for it.

5. Set an amount (if applicable)

If you're requesting a refund or compensation, include the amount you're claiming. This isn't required for disputes that aren't about money (e.g. a service-quality complaint with no refund request).

6. Submit

Submitting the form immediately flags the booking, notifies the other party, and creates a case your support team and the other party can both see the status of (not your private notes — see Statuses & timelines for what's visible to whom).

What you can still do after submitting

  • Add more evidence if requested;
  • Continue with unrelated booking actions (delivery confirmation, etc.) — you'll be asked to confirm each one while the dispute is open;
  • Track the case from the dispute details panel on the booking page.

Next: Dispute statuses & timelines.