Resolving disputes
How to work the dispute queue, what accepting or rejecting does, and how compensation credits are spent.
Open Disputes, work the Pending tab, and hit Accept or Reject on each row. Accepting reverses the charge and compensates the buyer — money back for a prepaid buyer, a make-good credit for an invoiced one. Rejecting keeps the lead billed. Both decisions are final, so read the lead before choosing.
The queue
The page opens on four counters — pending disputes, acceptance rate over the last 30 days, most frequent reason, total resolved — then the list, filtered by All / Pending / Accepted / Rejected. Each row shows the lead, the buyer, the pipeline, the reason and the age, and pending rows carry an Expiring soon badge when fewer than 12 hours remain before auto-acceptance. Click any row to open the dispute beside the queue: the reason and the buyer's note, the delivery it came from, the buyer's details and the timeline, with the same Accept and Reject buttons. Esc or a click outside closes the panel, View Lead opens the lead itself, and ⌘-click (Ctrl-click) on a row opens the dispute as a full page — the same page the notification email links to.
Both actions let you add a response note. The buyer sees that note on the lead in its portal, so it is the place to explain a rejection.
Accepting
Accepting does two things at once:
- The charge is reversed. The delivery stops counting toward revenue everywhere in the app.
- The buyer is compensated, in the currency that matches how it pays.
| Buyer's billing mode | What it gets back |
|---|---|
| Prepaid balance | The lead's price back on its balance, immediately. It already paid, so it gets money — not an IOU. The dispute closes as Refunded. |
| Invoiced | One compensation credit: the replacement lead you now owe. The dispute stays Accepted until that lead is delivered. |
A credit is spent automatically, oldest first, or right away, by you. Automatically: the next time distribution would skip that buyer because it reached its daily, weekly or monthly cap, the buyer receives the lead anyway and that delivery is free — it earns you nothing and doesn't consume the buyer's cap budget. A buyer that still has room under its cap is billed normally even while holding credits; left alone, the credit simply waits — which is why you can also send the replacement yourself, below. A prepaid buyer holding credits is never blocked by a low balance.
You can see the balance and the full history on the buyer's page, under Compensation Leads: each credit shows as N remaining until it is fulfilled. The same card has a Grant Credits button (1 to 1000, with a reason) for make-goods you agree on outside the dispute flow.
Sending a replacement yourself
On an accepted dispute, Send a replacement picks the lead that makes it good, instead of waiting for the buyer to hit its cap. The button sits in the dispute's header, on the page and in the side panel.
It opens a picker of unrouted leads — the dispute's own pipeline first, with a switch to all pipelines, plus a search on lead ID, email, phone or name. Choose one, send it, and the dispute closes as Replaced with a link to the lead that went out.
What the replacement costs and what it is worth:
- Free for the buyer. The delivery is priced at 0 and earns you nothing, exactly like an automatic make-good.
- Outside the buyer's caps. It doesn't consume its daily, weekly or monthly budget.
- Not disputable. The buyer sees "sent as a replacement" where the dispute form would be.
- The duplicate window still applies. If the buyer already received that person recently, you're told before anything is sent, and you can send it anyway.
The same switch exists on a lead's own page: pick a buyer that holds credits and turn on Send as a replacement to spend one on that lead. It's the route to take when you need to choose the delivery method too — the picker always uses all of the buyer's active endpoints.
One credit, one replacement
The picker spends the credit that this dispute granted. If distribution honoured it in the meantime, the send is refused and the dispute already reads Replaced — nothing is sent twice.
Rejecting
Rejecting keeps the delivery billed and returns the lead's dispute status to none. No credit is created. The buyer can open a new dispute on that delivery if its window hasn't closed yet.
Statuses
| Status | What it means |
|---|---|
| Pending | Waiting for your decision. Auto-accepted at its deadline. |
| Accepted | Charge reversed, credit granted. The buyer is owed a replacement lead. |
| Replaced | The replacement lead was delivered — automatically at the buyer's cap, or by you from the dispute. Final. |
| Refunded | The lead's price went back on a prepaid buyer's balance. Nothing further is owed. Final. |
| Rejected | Lead stays billed. The delivery can be disputed again while the window is open. |
Common questions
Can I undo a decision? No. To make good on a rejection you regret, grant the buyer a credit manually from its Compensation Leads card.
Does accepting re-deliver the same lead? No. It compensates the buyer — and you can pick the replacement yourself, straight from the accepted dispute.
Can I choose which lead replaces a bad one? Yes. Send a replacement on the accepted dispute lets you pick any unrouted lead. Left alone, the credit is spent automatically on the next lead the buyer would have been skipped for.
A buyer disputes far more than the others — how do I catch that? The queue's acceptance rate and top-buyer counters show it, and LeadMove raises an in-app alert when a buyer's dispute rate spikes over a 7-day window. Tighten that buyer's routing conditions rather than absorbing the credits — see routing rules.
Do I have to answer every dispute? Practically, yes. Anything left pending past its deadline is accepted for you, credit included, so silence is the most expensive option.