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  7. Guide for Zenkipay Staff

Guide for Zenkipay Staff

General

Where are they located?

To view a dispute do the following:

  1. Login: Enter the Zenki portal with your access credentials, once you entered to the platform in the ZENKIPAY menu, in the Dashboard section select Disputes.

Menu_Disputes

  1. Dispute Dashboard: When entering the disputes section you will be able to view the list with all Open Disputes:

Disputes_List

  1. Detail: “Click” on the disputes log to view the detail.

Dispute_Detail

In this section, the reason and evidences of why a dispute was opened are located.
A section of “Messages” is shown, in which there will be a history of the “chat” between those involved for a better communication and dispute resolution.

Dispute_Detail

Resolution in favor of the shopper: In this section, the operator who is carrying out the follow-up will carry out a refund to the shopper, for the amount previously calculated. With the options to notify the “shopper” and the “merchant” involved in the dispute.

Resolution_Shopper

Resolution in favor of the merchant: In this section, the operator that is carrying out the follow-up will resolve the dispute. in favor of the merchant, releasing the amount for the total purchase. With the options to notify the “shopper” and the “merchant” involved in the dispute.

Resolution_Merchant

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