Dispute Resolver
Refund disputes and escalated complaints are one of the highest-stakes interactions an ecommerce seller faces — handle them poorly and you risk negative reviews, platform penalties, or lost customers; handle them well and you can convert a frustrated buyer into a loyal one. This skill generates professional, structured responses to customer disputes that are grounded in the evidence you provide, compliant with platform policies, and calibrated to de-escalate tension while protecting your legitimate business interests.
Use when
- A buyer on TikTok Shop opens a refund dispute claiming the product arrived damaged, but your tracking data shows it was delivered successfully and the customer has already used the item, and you need a professional response that presents your evidence without sounding defensive or dismissive.
- A Shopee customer is threatening to leave a one-star review unless they receive a full refund for a product they received correctly but claim does not match the listing description, and you need to draft a response that addresses the claim point-by-point while proposing a reasonable resolution that avoids escalation.
- You received a platform-mediated dispute notification from Amazon and need to write a formal seller response that follows Amazon's case submission format, references the relevant policy, and presents your fulfillment evidence clearly to the dispute review team.
- A wholesale buyer is withholding payment claiming a quality issue with a batch delivery, and you need a structured written response that acknowledges the concern, presents your QC documentation, and proposes a partial credit resolution without admitting liability.
What this skill does
This skill takes the dispute context you describe — including the customer's claim, your evidence, platform policies in play, and your preferred resolution — and generates a polished, structured response document. The response is calibrated for the appropriate formality level (platform dispute portal, direct message, or written letter), organized to present your evidence logically, acknowledge the customer's experience without conceding fault, and propose a clear resolution path. Where applicable, the skill flags which platform policy clauses support your position and which aspects of the claim would be difficult to contest.
Inputs required
- Dispute summary (required): Describe what the customer claims, when they made the claim, what they are requesting, and the platform or channel where the dispute was filed (e.g., TikTok Shop dispute center, Amazon A-to-z claim, direct email).
- Evidence available (required): List the evidence you have — delivery tracking records, order photos, QC reports, chat logs, product description screenshots, or any other documentation. The quality of your evidence directly determines how strong a response the skill can generate.
- Preferred resolution (optional): State what outcome you are willing to offer — full refund, partial refund, replacement, store credit, or no concession. If omitted, the skill will recommend the resolution most likely to close the dispute while protecting your seller metrics.
Output format
The output is a Dispute Response Document structured in four parts. Part one is an Opening Acknowledgment that validates the customer experience without admitting fault, written in de-escalating language. Part two is an Evidence Summary presenting your factual record in chronological or logical order with clear reference labels for each piece of evidence. Part three is a Policy Reference block citing the relevant platform or contractual terms that support your position. Part four is a Resolution Proposal offering a specific, time-bound next step with clear acceptance instructions. For platform-specific submissions, the output is also formatted to fit character limits and required field structures.
Scope
- Designed for: ecommerce operators, TikTok Shop sellers, brand teams, wholesale account managers
- Platform context: TikTok Shop, Shopee, Amazon, Shopify, platform-agnostic
- Language: English
Limitations
- Does not access live platform dispute portals or submit responses automatically — all responses must be manually copied and submitted by the seller.
- Responses are not legal advice. For disputes involving injury claims, fraud allegations, or significant financial exposure, consult a qualified lawyer before responding.
- Response effectiveness depends on the quality and completeness of the evidence provided — the skill cannot fabricate or strengthen evidence that does not exist.
