# Manage purchase disputes

Purchase disputes let you formally challenge a transaction on a Line of Credit loan. Use **Open purchase dispute** to create a new dispute and generate a case in the CRM. Use **Manage disputes** to submit the dispute to the network after you have completed the case details, or to update a dispute's status.

**Availability:** All clients
**Required permissions:** `purchase.dispute:create` (to open); `purchase.dispute:update` (to manage)
**Loan status:** `active`
**Loan types:** Line of Credit only

## Before you begin

- Disputes are only available for Line of Credit loans. For installment loan purchase issues, see [Issue and manage refunds](/servicing-operations/agent-only-tools/agent-tools-refunds).
- You can only dispute purchases in `settled` or `disputed` status.
- If a purchase has been fully disputed (open disputes total the full purchase amount), no additional disputes can be opened on that purchase.
- Opening a dispute automatically creates a Purchase Dispute case in the CRM. Complete the case details before submitting the dispute through the Manage Disputes tool.
- Submitting a dispute to the network cannot be reversed. Verify all case details are accurate before submitting.


## Open a purchase dispute

1. From the agent-view Borrower Portal, open the loan and select **Loan options** > **Open purchase dispute**.
2. Enter the **Reference ID** of the purchase to dispute. You can also open a dispute directly from the Activity view by selecting a purchase and choosing **Open dispute**.
3. The system loads the purchase details: purchase date, description, and amount. If the purchase has existing open disputes, they are displayed with their amounts.
4. Select the **Disputed amount** type:
  - **Full** — Disputes the entire remaining undisputed amount.
  - **Partial** — Enter a custom amount. The amount cannot exceed the remaining undisputed balance (original purchase amount minus the total of existing open disputes).
5. Select **Open dispute**.


The system creates a Purchase Dispute case in the CRM and navigates you to the case detail page. Complete the dispute details in the CRM, then return to the **Manage disputes** tool to submit the dispute to the network.

### Open dispute field reference

| Field | Description | Required | Values / Format |
|  --- | --- | --- | --- |
| **Reference ID** | The purchase reference ID to dispute. Accepts IDs that start with `ext-` or standard purchase IDs. Converted to uppercase automatically. | Yes | Text |
| **Purchase date** | The date the purchase was made. | — | Read-only (shown after purchase loads) |
| **Purchase description** | The description of the purchase, formatted from purchase type and merchant. | — | Read-only |
| **Purchase amount** | The remaining undisputed amount of the purchase. If previous disputes exist, this is lower than the original amount. | — | Read-only (currency) |
| **Existing disputes** | Open disputes on this purchase, if any. Shows dispute amounts and statuses. | — | Read-only table (shown only if open disputes exist) |
| **Disputed amount** | The amount to dispute. Full uses the remaining undisputed balance. Partial requires a custom amount. | Yes | Radio: Full (disabled if remaining amount ≤ 0), Partial (currency input, must be > 0 and ≤ remaining amount) |


## Manage disputes

After opening a dispute and completing the case details in the CRM, use this tool to submit the dispute to the network or update its status.

1. From the agent-view Borrower Portal, open the loan and select **Loan options** > **Manage disputes**.
2. The form displays a table of all disputes on the loan. Select the dispute you want to update.
3. Select **Update dispute**.
4. In the update dialog, select a new **Status** from the dropdown. The available options depend on the dispute's current status:
  - For disputes in `submitted` status: Submitted, Won, Lost.
  - For disputes not yet submitted: Unsubmitted, Canceled, Submitted.
5. Select **Update dispute** to confirm.


The dispute status updates immediately. If you submit a dispute (change status to `submitted`), the dispute is sent to the network and cannot be reversed.

**Important:** Dispute details (disputed amount and evidence) cannot be changed after the dispute is opened. If you need to change the disputed amount on an unsubmitted dispute, cancel the existing dispute and open a new one from the Activity view.

### Manage disputes field reference

| Field | Description | Required | Values / Format |
|  --- | --- | --- | --- |
| **Dispute selection** | The dispute to update. | Yes | Radio group from disputes table |
| **Status** | The new status for the dispute. Options vary by current status. | Yes | Select. If currently submitted: Submitted, Won, Lost. If not submitted: Unsubmitted, Canceled, Submitted. |


## Related pages

- [Agent-only loan tools](/servicing-operations/agent-only-tools/agent-tools-overview)
- [Issue and manage refunds](/servicing-operations/agent-only-tools/agent-tools-refunds)
- [Manage credit reporting](/servicing-operations/agent-only-tools/agent-tools-credit-reporting)