Dispute Reports
Dispute Reports provide a comprehensive analysis of disputed transactions, allowing you to monitor and manage refund disputes. These reports include the following sections: Disputes, Location Level, and Summary, each offering different data perspectives to aid in understanding and resolving disputes effectively.
How to Access the Dispute Report
To view “Dispute Reports”, log in to the Checkmate Portal using your credentials. Once logged in, click "Refund Management" from the navigation bar.
You'll automatically be redirected to "Dispute Reports”.
Navigating the Reports
Navigate between “Dashboard”, "Summary", "Location Level Report", and "Disputes" by clicking on the corresponding tabs.
You can personalize the data by applying filters to the entire dashboard or specific visual components.
You can refine the report data using the following filters:
- Brand: Filters results by the selected brand name.
- Order Date: Filters data based on the date the order was placed.
- Platform: Filters results by the ordering platform (e.g., DoorDash, Uber Eats).
- Location Name: Filters data for a specific store location.
- Store Type: Filters locations by business type, such as Brick and Mortar Establishment, Corporate, Franchise, or Independent.
- Market: Filters results by a specific market or state where the store is located.
- Primary Owner: Filters data based on the store’s primary owner.
Learn how to navigate through Checkmate Reports here.
Dashboard Tab
The Dashboard provides a high-level overview of dispute activity across selected brands, locations, and time periods. It displays key financial and operational metrics that help you quickly assess dispute performance, refund trends, and recovery rates. This section includes visual charts and summary cards that allow you to monitor daily trends and overall dispute outcomes.
This tab includes:
- Locations: This metric shows the total number of restaurant locations included based on the applied filters. It helps define the scope of the data displayed on the dashboard and indicates how many locations are contributing to the dispute and refund analysis.
- Revenue (in $): This metric shows the total revenue generated by the selected locations during the chosen date range. It provides financial context for the dashboard and helps evaluate refund and dispute activity in relation to overall sales.
- Refund (in $): This metric shows the total dollar amount refunded to customers during the selected period. It represents the overall cost associated with refunds and helps quantify the financial impact of refund activity.
- Refund %: This metric shows the percentage of total revenue that was refunded during the selected period. It is calculated by dividing the total refund amount by the total revenue and multiplying by 100. This metric helps assess how frequently refunds occur relative to total sales.
- Disputes (in $): This metric shows the total dollar value of refunds that were disputed during the selected time frame. It represents the total financial amount involved in dispute cases and helps identify overall exposure related to disputed refunds.
- Disputes Won (in $): This metric shows the dollar amount recovered from disputed refunds that were resolved in favor of the restaurant. It highlights the financial value of successful dispute outcomes and indicates how much disputed revenue was recovered.
- Disputes Won %: This metric shows the percentage of disputed refunds that were won by the restaurant. It is calculated by dividing the disputes won amount by the total disputed amount and multiplying by 100. A higher percentage indicates stronger performance in dispute resolution.
- Recovered %: This metric shows the percentage of total disputed refund value that was recovered. It is calculated by dividing the recovered amount by the total disputed amount and multiplying by 100. This metric helps measure how effectively disputed funds are being recouped.
- Dispute %: This metric shows the percentage of total refunds that resulted in disputes. It helps identify patterns in refund challenges and may point to recurring operational, order accuracy, or delivery-related issues.
- Dispute % (Daily Trend): This chart shows the daily fluctuation of the Dispute Percentage over the selected time period. It helps identify days with unusually high dispute activity and highlights patterns that may indicate operational or delivery-related issues. This chart represents the ratio of disputes raised to the total refunds processed each day.
- Win % (Daily Trend): This chart shows the daily trend of the dispute win percentage over the selected time period. It helps track how often disputes were resolved in favor of the restaurant on a day-by-day basis and provides visibility into changes in dispute outcomes over time.
- Recovered % (Daily Trend): This chart shows the daily trend of recovered funds as a percentage of total refunded amounts. It helps visualize changes in recovery performance across the selected period. The recovery percentage shown in this chart is calculated based on total refunds rather than only disputed amounts.
Summary Tab
The Summary provides a high-level overview of dispute and refund performance at the brand level. It aggregates key metrics across all selected locations and ordering platforms, offering a clear understanding of refund behavior, dispute outcomes, and overall financial impact.
The “Summary” tab includes:
| Column Name | Description |
|---|---|
| Brand | The name of the brand included in the report. |
| Platform | The ordering platform selected (e.g., DoorDash, Uber Eats). |
| Locations | The number of active locations included for the selected brand and platform. |
| Refund % | The percentage of total revenue that was refunded. Formula: (Total Refund Amount ÷ Revenue From OP Portal) × 100 |
| Revenue From OP Portal (in $) | The total revenue generated from the Ordering Platform during the selected time period. Provides financial context for dispute and refund comparisons. |
| Total # of Transactions | The total number of orders processed through the ordering platform. |
| Total Refund Amount (in $) | The total dollar amount refunded to customers. |
| Total # of Refunds | The total count of refund cases issued during the reporting period. |
| # of Disputed Refunds | The number of refunds that were challenged and escalated as disputes. |
| Total No of Approved Refunds | The number of disputed refunds that were approved in favor of the restaurant. |
| % Refunds Disputed | The percentage of refunds that resulted in disputes. Formula: (Disputed Refund Count ÷ Total Refund Count) × 100 |
| % Refunds Won | The percentage of disputed refunds that were won by the restaurant. Formula: (Approved Refund Count ÷ Disputed Refund Count) × 100 |
| Dispute Amount (in $) | The total dollar value associated with all disputed refunds. |
| Approved Amount (in $) | The amount recovered from dispute cases that were approved. |
| % Won | The percentage of the disputed dollar amount won. Formula: (Approved Amount ÷ Dispute Amount) × 100 |
| % Recovered | The percentage of total disputed refund value recovered by the restaurant. Formula: (Approved Amount ÷ Total Refund Amount) × 100 |
Location Level Report Tab
The Location Level Report provides a detailed, location-wise breakdown of dispute and refund data for each ordering platform. This report helps compare performance across individual locations by highlighting refund behavior, dispute activity, and recovery outcomes.
“Location Level Report" tab includes:
| Column Name | Description |
|---|---|
| Brand | The name of the brand associated with the location. |
| Location | The specific restaurant location included in the report. |
| Store ID | The internal store identifier associated with the location. |
| Platform | The ordering platform used (e.g., DoorDash, Uber Eats). |
| Total Revenue (in $) | The total revenue generated by the location during the selected period. This provides context for refund and dispute performance. |
| Total # of Transactions | The total number of orders processed by the location. |
| Total Refund Amount (in $) | The total dollar value refunded to customers at the location. |
| Refund % | The percentage of total revenue refunded. Formula: (Total Refund Amount ÷ Total Revenue) × 100 |
| Total # of Refunds | The total number of refund cases issued for the location. |
| # of Disputed Refunds | The number of refunds that escalated into disputes. |
| # of Approved Refunds | The number of disputed refunds approved in favor of the restaurant. |
| % Refunds Disputed | The percentage of refunds that resulted in disputes. Formula: (Disputed Refund Count ÷ Total Refund Count) × 100 |
| % Refunds Won | The percentage of disputed refunds that were won by the restaurant. Formula: (Approved Refund Count ÷ Disputed Refund Count) × 100 |
| Dispute Amount (in $) | The total dollar value of disputed refunds for the location. |
| Approved Amount (in $) | The dollar amount recovered from approved disputes. |
| % Won | The percentage of disputed dollar value recovered. Formula: (Approved Amount ÷ Dispute Amount) × 100 |
| % Recovered | The percentage of total refunded value recovered at the location. Formula: (Approved Amount ÷ Total Refund Amount) × 100 |
Disputes Tab
The Disputes report provides a detailed view of individual refunds that were challenged. It allows you to review dispute activity at the order level by showing key information such as dispute timing, order details, refund reasons, dispute outcomes, and recovered amounts.
The “Disputes” tab includes:
| Column Name | Description |
|---|---|
| Brand Name | The name of the brand associated with the disputed order. |
| Location Name | The specific restaurant location where the order was placed. |
| Store ID | The internal store identifier linked to the location. |
| Platform | The ordering platform used for the order (e.g., DoorDash, Uber Eats). |
| Dispute Date | The date on which the refund was disputed. |
| Order Date | The date the original order was placed. |
| Order Number | The unique identifier assigned to the order by the ordering platform. |
| Refund Reason | The reason provided for the refund request (e.g., missing items, customization issues). |
| Item | The specific item(s) involved in the disputed refund. |
| Dispute Reason / Description Given | The explanation or reason provided during the dispute process. |
| Refund Status | The current status of the dispute outcome, such as Approved or Rejected. |
| Dispute Amount (in $) | The dollar amount associated with the disputed refund. |
| Approved Amount (in $) | The dollar amount recovered from the dispute if approved. |
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