Improving the Disputes Experience

A look at the updates we’ve made to improve the disputes experience in the Braintree control panel.

We’ve been listening to what our merchants are telling us about their experience with disputes in the control panel, and we’re excited to start introducing changes that will make it easier and quicker to resolve open disputes. Along with improving dispute management, we also want to focus on helping to improve win rates and reduce the number of disputes merchants receive.

Several types of research informed our changes: input from our merchants on their current experience with disputes, interviews with our internal teams that directly help users with disputes, and analysis of usage data of the dispute section within the control panel.

So, what’s new?

To start, we’ve focused on select improvements to enhance our disputes experience in the control panel.

The first thing we’ve changed is navigation to disputes. Previously, the disputes section was nested under Transactions in the navigation; for our merchants who spend a lot of time in disputes, having it at the top-level is valuable. We also now automatically expose a list of all disputes in a new, easier to read table.

Making sure merchants can efficiently respond to disputes was a priority for us so we introduced the following change to help.

Organized Queues

Our new dispute queues will help with common workflows. Disputes are displayed by status — Needs Response, Under Review, and Complete — allowing you to quickly switch to what you need to address.

Improved Status Insights

To help you decide how to respond to a dispute, we’ve added and clarified descriptions of dispute statuses.

Faster Filtering

If you’re looking for a specific set of disputes, you can quickly refine the new queue lists with powerful, easy-to-use filters that immediately update.

These changes will be rolling out in the coming weeks. We’re excited to bring these dispute management improvements to our merchants. We’ll be keeping a close eye on feedback to inform future improvements, so stay tuned!