Lunchbox Third Party Manager's Dispute Manager has the ability to integrate with CCTV and Cloudbased Camera systems at an additional cost. If you are interested in using this feature reach out to your Implementation Project Manager for additional information.
When this process is used
Whenever a dispute is raised and we receive a revert from the delivery platform requesting evidence (for example, delivery handoff photo / CCTV proof), we follow the evidence process below.
In-Store Evidence Workflow for Order Disputes (CCTV / Camera Proof)
Step 1 — Verify evidence availability
Review the platform email/request carefully
The System checks the dispute details and validates what evidence is being asked for.
Confirm camera setup for the store
The system verifies whether a camera access is available for that specific store/client.
Confirm footage availability for the required time
If a camera is installed, the system checks whether footage exists for the relevant handoff time window.
Step 2 — Extract and prepare proof (if footage is available)
If the footage is available:
Identifies the exact delivery handoff time
For Orders, the delivery handoff time is recorded and used as the primary reference point.
Navigates to the camera footage at the specific timestamp
The system pulls footage around the handoff time.
Cuts a short clip as evidence
Typically 1.5 -3 minutes, depending on how long the handover takes.
Stores the clip internally for recordkeeping
The clip is uploaded/saved for internal reference.
Shares the evidence back to the platform
Our System attaches or pins the footage in the email reply.
Re-initiates / restates the dispute with evidence attached
The dispute is resubmitted along with the proof.
Outcome: The final decision (approval / denial) is made by the platform after reviewing the submitted evidence.
Camera placement and what the clip shows
Cameras are generally installed in the packaging area.
The extracted clip typically shows the complete packaging and handover process, making the specific order visible within the footage (based on the time window).