Why use Dispute Manager?
Take Control with Dispute Manager - Disputes can drain time and profits. With Dispute Manager, centralize all your issues, automate responses, and recover lost revenue faster. Say goodbye to manual tracking and endless back-and-forths. Let us handle the disputes and redisputes while you focus on delighting your customers.
Maximize Resolutions, Minimize Hassles - Unresolved disputes can tarnish your restaurant's reputation and hurt revenues. Dispute Manager proactively identifies and addresses issues, ensuring maximum resolutions with minimum effort. Streamline the dispute process, protect your earnings, and focus on what you do best - serving delicious meals.
Improve Your Operations to Understand Why Disputes are Happening
Lunchbox doesn't only care about winning money back but also getting to the root of why the disputes are happening in the first place. When you choose Dispute Manager, Lunchbox automatically includes the Operations Quality Dashboard. The Operations Quality Dashboard is where we get an understanding of what's wrong with the Operations in general. As a first step, the Third Party Manager provides information on what's leading to the charges and why the customers are complaining, and the second step is to fight on the client's behalf and win back the money for the client.
Cloud-based Camera Systems to Help You Win Back Even More
Lunchbox has the power to utilize your preexisting cloud/app or cloud/web-based camera systems to help strengthen the dispute process at no additional cost. If you don't have a cloud-based camera system Lunchbox also has an option where you can purchase a cloud-based camera for an additional cost. Interested in hearing more ask your IPM or reach out to [email protected].
Here's a video about it:
Protecting Your Restaurant's Bottom Line
This section covers Dispute Manager, detailing how it helps restaurants monitor and resolve disputes efficiently.
What Is the Dispute Manager?
Dispute Manager centralizes all dispute-related tasks into one streamlined dashboard. It automates the dispute process for orders from platforms like Uber Eats, DoorDash, and Grubhub, allowing you to track, submit, and resolve disputes without the back-and-forth hassle. Instead of manual intervention, Dispute Manager automates everything, saving you time and helping you recover lost revenue faster.
In case a dispute arises, here's what Dispute Manager can help with:
Automated Submissions: Once an issue is flagged, Dispute Manager automatically submits the dispute across all relevant platforms, ensuring timely filings and preventing missed deadlines.
Real-Time Monitoring: You can see the progress of each dispute in real-time, with updates on recovery amounts and issues resolved.
Recover Lost Revenue: By automating disputes, Dispute Manager helps recover revenue that would have otherwise been lost due to discrepancies, cancellations, or refunds not being properly handled.
Why Is Dispute Management Important?
Disputes can drain profits and tarnish a restaurant's reputation if left unresolved. The faster disputes are handled, the quicker you can recover revenue and prevent future issues. Dispute Manager ensures that even the most minor discrepancies are addressed, keeping your financials on track and protecting your restaurant from unnecessary losses.
Understanding the Dispute Dashboard
Dispute Rate & Win Rate :
Dispute Rate & Win Rate
The dispute rate represents the percentage of orders disputed, while the dispute win rate shows the percentage of successfully won disputes. For example, if your dispute win rate is 95.22% (as shown in the image), this means you've recovered over 95% of the disputed amounts.
Note: There are a few important dates to note when viewing the dispute manager data.
The date you are given access- When you receive access, we will have already started disputing orders. In order to see the date that disputes started, click the orange tab at the right hand side of the screen. In the example below, it states Sep 09, 2025.
When viewing the date editor, you will be able to choose a time frame prior to the date of the start of integration. All orders before the date found on the orange tab were the orders that were disputed prior to the integration.
Automating Disputes :
Automating Disputes
Dispute Manager makes it easy to automate disputes across platforms like DoorDash and Uber Eats. The "Manage Auto Disputes" option allows you to set up automated systems for handling disputes. Once enabled, Voosh will automatically file disputes within the specified platform's guidelines, significantly reducing the manual effort involved.
Setting Up Auto Dispute :
In the Auto Dispute section, you can select the specific platforms (DoorDash, Uber Eats, etc.) and locations to set up automatic replies for disputes. For restaurants managing multiple locations, this feature ensures each dispute is handled efficiently across all sites.
How to Automate Dispute Management
With a single click, Dispute Manager automates the dispute resolution process for platforms like DoorDash, Uber Eats, GrubHub, and more, as shown in the image above. The system ensures disputes are filed promptly and accurately, saving you hours of manual work and boosting revenue recovery.
Best Practices for Dispute Management
To maximize your financial recovery, follow these key practices:
Prioritize High-Value Disputes: Start with large orders to recover more significant amounts of revenue faster.
Timely Submission: Platforms like Uber Eats and DoorDash have tight windows for submitting disputes (30 days for Uber Eats, 14 for DoorDash). Submit disputes promptly to avoid missing out on recoverable revenue.
Comprehensive Evidence: Provide clear, accurate evidence for each dispute to increase the likelihood of a favorable resolution.
Flag Suspicious Customers: Be aware of potential fraudulent claims and flag them to avoid further losses.
Example: Dispute Scenario
Let's say a restaurant receives a $150 chargeback for a canceled order on DoorDash. Using Dispute Manager, the restaurant pulls all relevant transaction details, submits the dispute, and tracks the progress in real time. Without manual intervention, the restaurant is able to resolve the dispute and recover the lost revenue quickly.
Operations Quality
The Operations Quality Dashboard is where we get an understanding of what's wrong with the Operations in general. As a first step, Voosh provides information on what's leading to the charges and why are the customers complaining, and the second step is to fight on the client's behalf and win back the money for the client.
Important: Grubhub is not included in the Operations Quality Dashboard due to a limitation on Grubhub's end. This information is not accessible to the Third-Party Manager Dashboard.
Let's dive deep into the Operations Quality dashboard. In the Overview section you can see the high-level numbers of the following and each category provides a comparison with the previous period of the same duration:
Inaccurate Order
This is the percentage of orders with missing or incorrect items, attributed to the location(s) operations.
Error Charges
These are the charges applied to a restaurant due to inaccuracies in orders delivered to the customers. It also provides a comparison with the previous period of the same duration and shows the error charges percentage changes for that period.
Unfulfilled Order
This is the percentage of orders that are unfulfilled out of total orders.
Avoidable Wait
This is the time between the order being placed and the order being picked up by the driver.
Inaccurate Orders Breakdown
The Operations Quality dashboard offers a detailed view of inaccurate orders and a summary of crucial operational metrics. Here, you can see order inaccuracies, check error charges, and monitor unfulfilled orders to improve performance and customer satisfaction.
Here you can also track inaccurate orders, error costs, and unfulfilled orders over time with trend lines. You can dive deeper into the Issue breakdown to identify the patterns for strategic decision-making. What makes issue breakdown even better is that the client can see the percentage of the repeating issues, such as missing item errors, missing side, never received, etc. but also see the monetary value of the errors.
Inaccurate orders, error charges & avoidable wait
This section offers a detailed analysis of inaccurate orders and error charges at a location, brand, and item level, helping the clients identify specific areas for improvement and track trends.
Unfulfilled Orders drill-down
This section contains a detailed analysis of unfulfilled orders at the selected location(s) and a brand level, helping clients identify areas for improvement. Clients can download reports for easier sharing and isolate the top issues and channels where the issues occurred.
Downtime Overview
Downtime is tracked in two ways:
Tracking the downtime occurs during standard operating hours and clients can see how long it lasts.
Tracking the percentage of times store locations were unavailable during open hours.
Minimizing downtime will improve organic reach on off-premise platforms.
The Downtime Day helps identify the day with the highest amount of downtime. Pinpoint critical issues and take proactive measures to improve store operations.
Both Downtime % and Downtime Day can be sorted by specific location and brands.
In addition, there is a Downtime drill-down which enables clients to dive deep into downtime data at individual store and brand levels. It tracks each location's downtime percentage and the common Downtime day, and it tracks the changes over time for the selected period.
Sales & Analysis
The Sales Analytics dashboard offers a snapshot of the restaurant's sales from all off-premise platforms. Clients can view and track total sales for one, or more channels at a time.
Total sales
Total sales represent the subtotal amount for the selected period, excluding canceled orders and taxes. Clients can choose a period and view the total sales trend compared to the previous period of the same duration. Also, here you can see the Average Ticket Size presented as the order amount for the selected time.
In this part of the dashboard, you can track other Sales KPIs:
Total delivered orders
The Total number of fulfilled delivery orders during the selected time and compare it with the previous period.
Total items sold
The total number of sold items during the specific period. Besides seeing the comparisons with the previous period, clients can also see the top-selling items for the current period.
Total orders canceled
The total number of cancellations made by customers, the delivery platform, or the store for the selected period. Besides seeing the comparisons with the previous period, clients can also see the top canceled items for the current period.
Trends Graphs
These visual aids show sales, order trends, cancellation trends, store-wise trends, and hourly sales and earnings.
Order Trends
This graph enables tracking sales made each day and has a comparison with the previous period. Clients can view the overall order trends or view each off-premise channel separately. Clients can view the overall order trends or view each off-premise channel separately.
Cancellation trends
In this graph, clients can track daily canceled orders across all store locations. They can view the overall order trends or view each off-premise channel separately.
Store-wide trends
This is a breakdown of the top 5 and bottom 5 locations' total sales for the selected period. It tracks all off-premise sales, and clients can choose the overall view or a separate view for each off-premise channel
Hourly Sales
In this section, clients can view the peak hours with the highest sales. This graph offers a sales view that shows the total number of sales made each hour or the total number of orders for each hour.
Sales Drilldown
Sales breakdown offers a detailed breakdown of sales, orders, average order value, peak hours, cancellation rate, and top-selling items categorized by location, restaurant brand (in case the restaurant has multiple brands), and items for all restaurants. Having all this information in a combined view, helps clients understand which off-premise channel is most lucrative, allowing for strategic adjustments.
Sales, Orders, and Cancellation rates offer a trend comparison with the previous period of the same duration. Clients can also see the average ticket size (order amount), Peak hour, Most sold and Most canceled items, and Location ratings (the average ratings based on reviews made on off-premise platforms).
Adding Cloud-Based Camera Systems for Disputing
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).