Responding to disputes in Zendesk QA

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<p id="docs-hc-snippet" style="display: none;">After a team memberdisputesa review to register their disagreement with it, the dispute recipient has the opportunity to respond. They can explain the review or reconsider it. Responding to disputes supports transparency and builds trust.</p>
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<p id="docs-ai-summary-content">You can respond to open disputes by rejecting them or accepting them with comments, which helps explain review decisions and build trust. If you accept a dispute, you can also partially accept it by changing some scores or updating the reviewee. Reviewers can respond to their own disputes, while admins, workspace managers, and leads can respond to any dispute.</p>
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<p class="p">After a team member <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760048922" target="_blank">disputes</a> a review to register their disagreement with it, the
dispute recipient has the opportunity to respond. They can explain the review or reconsider
it. Responding to disputes supports transparency and builds trust.</p>
<p class="p">The recipient can
respond to the dispute by rejecting or accepting it and providing comments. If they accept a
dispute, they also have the option to change only some of the suggested scores. In that
case, the dispute is marked as partially accepted. Only open disputes (not already rejected
or accepted) can be responded to. </p>
<p class="p">Reviewers can respond to disputes assigned to them. Admins, workspace managers, and leads can respond to any dispute. </p>
<div class="note note">
<span class="notetitle">Note:</span> Scores cannot be changed after a dispute is rejected. If you need to change the scores
after resolution, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760048922" target="_blank">initiate
a new dispute</a> for the same review.</div>
<p class="p"><strong class="ph b">To respond to a dispute</strong></p>
<ol class="ol" id="topic-1__ol_mp3_m3h_4fc">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click <img class="image" id="topic-1__d8e92" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_activity_icon.png" width="22">
<strong class="ph b">Activity</strong> in the sidebar.</span></li>
<li class="li">Under <strong class="ph b">Disputes</strong>, click <strong class="ph b">Received</strong>.</li>
<li class="li">Click the dispute you want to respond to. </li>
<li class="li">Select your response:<ul class="ul" id="topic-1__ul_qhm_sk1_lgc">
<li class="li">Click <strong class="ph b">Reject</strong> to reject the dispute.</li>
<li class="li">Click <strong class="ph b">Accept</strong> to accept or partially accept the dispute. </li>
</ul>
<p class="p"><img class="image" id="topic-1__image_trm_vpf_fgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_dispute_manage.png" width="250"></p>
</li>
<li class="li">If you accept a dispute, you might need to provide more information:
<ul class="ul" id="topic-1__ul_kzb_msf_fgc">
<li class="li">If you partially accept a review dispute, update scores as needed. </li>
<li class="li">If you accept a wrong reviewee dispute, select a new reviewee. </li>
</ul>
</li>
<li class="li">Enter a comment to explain your response. </li>
<li class="li">Click <strong class="ph b">Submit</strong>. <p class="p">Both you and the dispute creator receive
notifications.</p>
<p class="p"><img class="image" id="topic-1__image_qyg_gqf_fgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_dispute_accept.png" width="250"></p>
</li>
</ol>
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