Merchant handbook

Disputes and support tickets

When to raise a ticket and when to raise a dispute, what evidence to attach, and how a resolution reaches your ledger.

Merchant owners and support staff4 min readPrintable handbook

A ticket asks a question. A dispute contests money or an outcome. Both live in the portal against the parcel, so nobody has to reconstruct a conversation from email.

Which one to raise

Ticket or dispute
Situation	Raise
The consignee phone or address needs correcting	A ticket on the parcel
You want to know why a parcel is still in stock	A ticket on the parcel
A rider did not arrive in the window	A ticket on the pickup request
The charge on a delivered parcel looks wrong	A dispute
The cash recorded does not match what your customer paid	A dispute
The parcel was lost, or came back damaged	A dispute
Your customer denies receiving a parcel marked delivered	A dispute
A payout does not reconcile against your statement	A dispute

Dispute types

What each dispute type is for
Type	Use it when
Delivery charge	The weight, the zone or the rate applied to this parcel does not match what you expected.
Cash collected does not match	The cash recorded against the parcel is not the amount the customer actually paid.
Parcel lost	QCS took the parcel and it has not been delivered or returned to you.
Parcel damaged	The parcel came back damaged, or the customer received it damaged.
Customer denies delivery	The proof of delivery is recorded but your customer says they never received it.
Payout amount	A payout you received does not reconcile against your statement.

Raising a dispute

01Open the parcelGo to /m/orders, open the parcel, and choose Raise a dispute. A dispute is always attached to a parcel, which is what makes the evidence trail meaningful.
02Pick the type and state the claimSay plainly what you believe happened and what you want: the charge waived, compensation, or a correction.
03Attach evidenceYour own weighing slip, a photograph of the packed parcel, your customer’s message, your invoice. Evidence is what moves a dispute quickly.
04Track itThe dispute appears at /m/disputes with its state. Every reply from QCS is on the thread, and a WhatsApp message tells you when the state changes.

How QCS investigates

Support pulls the parcel record: the charge snapshot with its rate card version, the warehouse re-weigh if there was one, the scan events, the proof of delivery photograph, the rider cash declaration and the reason codes recorded at each step. That evidence is what the decision is written against.

A dispute moves through these states: Open, Under investigation, Waiting on the merchant, Accepted in full, Accepted in part, Rejected, Withdrawn.

Outcomes

Possible outcomes
Outcome	What reaches your ledger
Charge waived in full	A reversing entry for the whole delivery charge.
Charge waived in part	A reversing entry for the agreed portion.
Compensation	A credit for the agreed amount, with the reason on the line.
Rejected, no action	Nothing changes. The reasoning is on the dispute thread.
Rejected, merchant liable	Nothing is reversed, and where a tariff exception applies the charge stands with its evidence.

Making a dispute easy to decide

Raise it against the parcel, not as a general complaint about a day.
Weigh the parcel before dispatch and keep the slip. A weight dispute without your own measurement is one-sided.
For a denial of delivery, send your customer’s own message. The proof of delivery photograph and the receiver name are already on our side.
For damage, photograph the parcel before you ship it and again when it comes back.
One dispute per parcel. A batch problem is a ticket with the list attached.

Questions we get asked

Can I withdraw a dispute?Yes, while it is open or waiting on you. The withdrawal is recorded; nothing is deleted.

How long does a dispute take?Each dispute carries a resolution target and the clock is visible to both sides. A dispute waiting on your evidence pauses on your side, so send the evidence with the claim.

Who do I contact if the portal is not the right place?Write to cs@qcs.com.pk with your merchant code. For anything attached to a specific parcel, the portal is faster, because the evidence is already beside it.