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How to dispute a review
How to dispute a review

Dispute a review whenever you’re not happy with ratings and invite the reviewer to change the score.

Dajana avatar
Written by Dajana
Updated over a week ago

Role: Admin/Account Manager, (Workspace) Reviewer/Manager, Lead, Agent

Sometimes agents are not entirely happy with a received review, and they might want to get a second pair of eyes on the conversation or dispute the evaluation.

How to start a dispute?

A dispute can be created on a received review and there are two options. The reviewee can dispute the review itself or the user who was listed as the reviewee.


Dispute a review - Reviewee

As a reviewee, you might not agree with the rating scores, so you can suggest a new rating for a category (not mandatory) or you can simply leave a comment for the reviewer which is mandatory when disputing. Dispute can be sent to the initial reviewer or to be escalated to someone else (e.g. a Workspace manager or a Lead).



Besides the review itself, the Reviewee can also be disputed and an agent can suggest another user who should have gotten the rating.

Resolve a dispute - Reviewer, Lead or Manager


The reviewer will then be able to either accept or reject the dispute and they will be able to see exactly which suggestions a reviewee has given on their ratings. It is also possible to partially accept the dispute as the reviewer might not fully agree and need to change only some of the rating categories. If the dispute is rejected, the categories can't be changed anymore. A new dispute will need to be opened from the same review.

A (Workspace) manager, Lead, Account manager or the Admin of your Klaus account can also create disputes if necessary. Notifications are sent to both dispute creator and the dispute resolver.

The list of Disputes can be found under the Activity view, together with the Given/Received comments and reviews.

Dispute dashboard

The statistics about the disputes can be found on the dedicated dashboard.

  • Disputes over time > shows accepted/rejected ratio for disputes created in selected time period by selected users

  • Disputes by category > shows disputed categories and accepted/rejected ratio for disputes created in selected time period by selected users

  • Disputers - for finding the users who are disputing the most, the table also gives a contextual information about received reviews, how many of those have been seen, how many disputes the user started, how many of those disputes are rejected, accepted and still open

  • Disputed reviewers - for finding the users whose reviews are disputed the most, the table also gives a contextual information about done reviews, how many of those have been seen by the reviewee, how many disputes the user reviews received, how many of those disputes are rejected, accepted and still open.

For customers on the legacy Starter plan, the dispute process can be done in two ways:

  • @mentioning the person in charge of disputes

    The most direct way to get someone else to look at the conversation is to mention this person in a comment. That means, the agent can @mention their own lead or another person who then gets a notification. 

  • Use a pre-defined comment hashtag, e.g. #dispute

    Your dashboard allows you to filter based on hashtags used within your comments. This means you can define a common hashtag for disputes, committing to reviewing these conversations in regular intervals.

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