Overview
Amazon allows you three attempts to dispute a shortage. These disputes are broken out into phase 1, phase 2, and phase 3. CommerceIQ has the ability to automate tickets for phase 1 and phase 2 disputes. If we are unsuccessful after those phases, the supplier will need to file the phase 3 (final) dispute.
Three Phased Approach
Phase One: CIQ Automated dispute, filed under Dispute Management section of AVC
Phase Two: If phase one dispute was unsuccessful, CIQ automates a phase 2 dispute that is filed under Support > Case ID in AVC. (After phase one you cannot dispute again under dispute management).
Phase Three: Supplier manual dispute. If CIQ was unsuccessful during the first two phases, the supplier is responsible for resolving the dispute. Reply to the Support > Case IC in AVC that CIQ opened automatically for you. You can find the Case ID # in the Journey Map export.
Why is Phase Three not automated?
Once you have entered phase three, it is the last chance to resolve a shortage dispute with Amazon.
Amazon needs additional context/details only the supplier can provide.
The Journey Map is available to be exported. We recommend that you export the information to retrieve the invoice and dispute detail level.
Note: When you dispute a claim in Phase 3, reply to the Phase 2 Case ID number. Which is found in the Journey Map export. Reminder, this is your final attempt to resolve the dispute.
Information included in Journey Map export:
Invoice Number
Owner (ie. Amazon, CIQ, You)
Dispute ID (Phase 1)
Case ID (Phase 2)
Phase 1 Amount Approved
Phase 2 Amount Approved
Open Amount