Every dispute now has a home in TrakIT. The new CRM > Disputes page records each customer complaint, billing query or service claim as a case, with an owner, a deadline and the money at stake. Nothing has to live in an inbox thread or a side spreadsheet any more.
Disputes are part of freight forwarding: a damaged container, a missed cut-off, a charge the customer does not recognize. What hurts is losing track of them. Dispute Management keeps each case tied to its job, its people and its evidence until it is resolved.
Every dispute in one list
The Disputes list shows where every case stands at a glance. Boxes across the top count the total, the open and the closed disputes, how many are within or out of their SLA, and the average days to resolve. Select a box's funnel to show only those disputes.
A filter panel narrows the list by status, category, severity, owner, department, supervisor, workflow, tag, job, and the dates raised or resolved. TrakIT remembers your filters for next time. Switch between Myself and All to see only your own cases or the whole company's.
Export downloads the filtered list to Excel, with the filters written at the top. Each export is recorded in the disputes' audit trail.
One page per case
Each dispute gets a page that holds the whole story. Raising one takes a single form: the entity and contact, an optional Job ID, a category, type and root cause, the owner and department, and the amount at stake. Enter a Job ID and TrakIT fills in its workflow and transport document.
The status moves through clear steps, from New and Acknowledged through Under Investigation to Resolved and Closed. TrakIT offers only the next sensible statuses, so cases follow the same path every time.
Tabs below the case keep the evidence together:
- Work Orders: the job's work orders the dispute is about.
- Documents and Photos: files and pictures, each file with its document type.
- Activities: corrective actions and follow-ups, with owners and due dates.
- Comments: the conversation, including voice notes.
- Timeline and Audit Log: every status change, event and edit, with who made it and when.
Need to share the case? Export produces a formatted PDF of everything you can see on the page.
Deadlines that look after themselves
Every dispute has an SLA due date, suggested from its severity: 2 days for Critical, 5 for High, 7 for Medium and 10 for Low. You can count in calendar days or in business days, which skip weekends and the public holidays of the company's country.
TrakIT checks open disputes once a day. When the due date is close, it emails the owner, the supervisor, whoever raised the dispute and anyone added to the reminder list. Once the date has passed, the supervisor gets an overdue notice.
Each case has one owner, with an optional supervisor, department and user group. Members of the user group can open the case too. When someone moves on, Reassign hands a case to a new owner, and the configuration page can transfer all of one person's disputes at once.
The money, and the bigger picture
Each dispute records the amount at stake, what was recovered, what was written off and what is still outstanding, in the dispute's own currency. A financial outcome and an approval reference close the loop. Separate permissions decide who can see and change these figures.
Six new reports in Reports > Interactive turn the cases into management information:
Report | Answers |
|---|---|
Dispute KPIs | How many disputes were raised, kept to their SLA, and how fast were they resolved? |
Open Dispute Ageing | How long have today's open disputes been open? |
SLA Performance | How many were resolved on time, resolved late, or are still open past their due date? |
Disputes Breakdown | Which categories, types, root causes, departments or entities do disputes come from? |
Financial Exposure | How much is at stake, recovered, written off and outstanding? |
Owner and User Group Workload | Who holds the open cases, and how many are overdue? |
Getting started
- A system administrator reviews those lists under Admin > Masters > Disputes. Categories such as Billing / Invoice or Customs / Duty can be renamed, reordered or retired.
- Your administrator gives each role the permissions it needs in the Dispute Management section: who can raise, change status, see the money, or see every dispute.
- Open CRM > Disputes and select New Dispute.
