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 grants the buyer one make-good credit. 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 the lead to open the full dispute: the submitted data, the delivery, the buyer's details and the reason text.
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 gets one compensation credit. That credit is the replacement lead you now owe.
A credit is spent automatically, oldest first. 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; the credit simply waits. 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.
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 — the make-good happened. 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. The buyer is compensated with the next lead it would otherwise 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.