Updates
Dispute credits right from the order
If an order went wrong, you no longer have to write to support explaining which order it is. You open the dispute from the order itself, with its details already filled in.
How it works
- Open the order from Orders.
- Click Dispute credits, at the top, next to the order number.
- In What happened?, describe what went wrong: which page, which text or which part of the document.
- If you like, attach screenshots or PDFs: up to 5 files of 10 MB each.
- Click Send dispute. A ticket opens in Support with the order's details.
Good to know
- The support team reviews each case and replies by email and in Support › My tickets. The refund isn't automatic: it's decided when the ticket is reviewed.
- Support only sees what you attach: the order's documents aren't shared. The evidence is stored encrypted and deleted when the ticket is closed.
- The button appears on orders that used credits. There's only one open dispute per order: if there's already one, you'll see its number and can reply in the ticket.
- If the order's data has already been deleted, we take you to open a ticket in Support so you can tell us what happened.
- If your credits are refunded, you'll see it in the Credits history as “Credit refund · Order …”.
When to use it
When a translation came out with untranslated pages, when the document wasn't read correctly or when something failed and you want us to look into it.
More in Credits and billing.
Back to the full list in Platform Updates.