TABLE OF CONTENTS

What is the meaning of dispute?


A customer dispute is when a customer disagrees with a charge, decision, or outcome — for an agent, it’s both a challenge to resolve and an opportunity to rebuild trust.


Trigger Words & Signals

Common phrases that signal a dispute include:


Trigger Word / PhraseWhat it Signals
“I want a refund” / “Give me my money back”Direct refund request
“Unauthorized charge” / “I shouldn’t be charged”Possible chargeback / fraud claim
“I’ll contact my bank” / “I’ll file a chargeback”Imminent financial dispute
“I’ll report this to Amazon/Walmart/Shopify”Escalation to platform
“I will report you to BBB”Escalation to external authority (Better Business Bureau)
“I’ll take legal action / talk to my lawyer”Threat of legal escalation
“Please get me your manager” / “I want to speak to a supervisor”Customer demands escalation to higher authority
“I’ll leave a negative review”Dissatisfaction / leverage for action
“This is unacceptable” / “I’m done dealing with this”High frustration level
“Your listing said…” / “According to your policy…”Customer invoking platform/policy
“This feels like a scam” / “False advertising”
Trust issue, reputation risk



Case examples and De-escalation Techniques


Case 1: https://mopio.freshdesk.com/a/tickets/63469



Sample Email Template:


Hi [Customer Name],


Thank you for your message. I’m sorry to hear that you received a damaged [name of the product]. I understand this matter is important to you, and we want to work with you to address it fully and fairly.


To help us move forward, could you please provide the following images so we can review the situation and arrange the best resolution for you:

    1. Photo of the shipping label(s) showing your details, and the SKU label(s) with product name & PO number

    2. Photos of the damaged product(s) and packaging


For your convenience, we’ve attached reference photos to guide you.


Our goal is to ensure you feel heard and supported, and I’ll personally follow this through until it’s resolved.


_____________________________________________________________________________________________________________________________________


Case 2: https://mopio.freshdesk.com/a/tickets/62497



Sample Email Template:


Hi [Customer Name],


Thank you for your message. I understand the urgency of your request, and I want to assure you that we are committed to resolving this matter as promptly and fairly as possible.


To proceed, please provide [required info/photos] so we can complete our review and confirm the next steps for your refund. Once we have this, we can move forward without delay.


Thank you!


_____________________________________________________________________________________________________________________________________


Case 3: https://mopio.freshdesk.com/a/tickets/59972



Sample Email Template:


Hi [Customer Name],


I understand it’s been a frustrating experience, and I appreciate you taking the time to follow up again. My goal now is to get this return completed for you without any further delays.


To move forward, I just need photos of the original packaging so we can finalize your return and arrange the resolution.


Once I have this, I’ll make sure your case is processed as a priority.


_____________________________________________________________________________________________________________________________________


Case 4: https://mopio.freshdesk.com/a/tickets/51730



Sample Email Templates:


Hi [Customer Name],


I’ve received your request for a [full / partial] refund for [name the product along with its quantity], and I want to assure you that we’re taking action to process it.


Our relevant team will review and complete the refund, and I’ll follow up with confirmation once it’s done.


Thank you for your patience while we work on this.



OR


Hi [Customer Name],


We hear you! Our goal is to get this resolved for you quickly and fairly. Here’s what we can do to help:

    • [Next steps / solution]

    

We’re confident we can sort this out together without needing any extra measures.


_____________________________________________________________________________________________________________________________________


Case 5: https://mopio.freshdesk.com/a/tickets/63469



Sample Email Template:


Hi [Customer Name],


I understand your concern and want to assure you that I can handle this. Let’s work together to get it resolved quickly:


    • [Next steps / solution]

    

You’re in good hands. I’ll keep you updated every step of the way.


Agent Quick Checklist: Handling Dispute Customers

1️⃣ Re-acknowledge the Customer


  • Always reply to show you received and understand their message.


Examples:

“Thank you for your message.”

“I understand that your [product's name and quantity] arrived damaged.”


2️⃣ Mention Correct Product & Quantity


  • Include the exact product name, quantity, and SKU.


Example:

“I have escalated a full refund request for [PD1006-OA] Brooklyn Queen Size Wingback Headboard, Golden Oak x 1.”


3️⃣ Keep Replies Short & Sweet


  • Avoid long messages or repeated apologies. Clear and concise = less confusion for the customer.


4️⃣ Probe Using 5W + 1H 


Ask Who, What, Where, When, Why, How to get complete information.


Link to Canva: Canva: 5W + 1H

Examples:






5️⃣ Stay Calm & Confident


  • Do not panic. Follow all SOPs.
  • Avoid unnecessary back-and-forth with OM; focus on resolving the customer’s issue efficiently.
  • Trust your knowledge and confidently handle the case.


Callback & Urgent Handling Technique for Unresolved Tickets


1️⃣ Monitor Ticket Status


  • Agents check all open tickets daily.
  • Condition: Ticket has no resolution/outcome and has been open for 4 days.


2️⃣ Flag for Urgent Attention 


  • Mark the ticket as “Attention Needed” in the system.
  • This visually signals the need for immediate follow-up.




3️⃣ Escalate via Mopio CX Channel


  • Agent posts the ticket link(s) in the Mopio CX team channel.
  • Clearly state it’s urgent and requires follow-up.
  • Tag available POCs or trainer to speed up response.


4️⃣ Callback / Chase by POCs or Trainer


  • POCs or trainer actively chase OM or MKT team for resolution.
  • If needed, initiate a callback to the customer.


5️⃣ Resolution Confirmation


Once resolution is provided to the customer:


  • POCs/trainer reacts with a thumbs-up to the agent’s posted message and remove the “Attention Needed” ticket tagging.
  • Agent is alerted that the ticket is ready for immediate customer communication.


6️⃣ Agent Follow-up


  • Agent reviews resolution and contacts customer promptly if a callback wasn't required.
  • Provide a clear update and close the ticket.