Disputing a review

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<p id="docs-hc-snippet" style="display: none;">Disputes are a way to register disagreement with a review. They help ensure fairness and accuracy by giving agents the opportunity to address concerns or clarify misunderstandings.</p>
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<p id="docs-ai-summary-content">Disputing a review allows you to address disagreements or clarify misunderstandings by requesting a reassessment or providing additional context. You can start a dispute if you disagree with a review's content or if the wrong person was reviewed. Include a comment and, if needed, propose new scores. Send the dispute to the original reviewer or escalate it to another team member.</p>
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<p class="p">Disputes are a way to register disagreement with a review. They help ensure fairness and
accuracy by giving agents the opportunity to address concerns or clarify misunderstandings. </p>
<p class="p">Disputing a review can prompt a reassessment or provide additional context for the
evaluation. The dispute can be sent back to the reviewer or escalated to someone else. </p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_or4_bhh_4fc">
<li class="li" dir="ltr"><a class="xref" href="#topic_wsw_cly_ydc">Starting review
disputes</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_h51_hvk_32c">Starting wrong reviewee
disputes</a></li>
</ul>
<div class="p">Related article:<ul class="ul" id="topic-1__ul_y5s_ckd_4gc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9642514690458" target="_blank">Accessing and viewing the disputes dashboard</a>
</li>
</ul>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_wsw_cly_ydc">
<h2 class="title topictitle2" id="ariaid-title2">Starting review disputes</h2>
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<p class="p">If you disagree with the content of a review, you can open a dispute to request a second
opinion or further clarification. Including a comment is mandatory, but you can also propose
new scores for specific categories. When submitting a dispute, you can choose whether to
send the dispute back to the original reviewer or escalate it to someone else. There is no
limit to the number of disputes for a review. </p>
<p class="p">Reviewers and agents can start disputes on their own reviews. Admins, workspace managers,
and leads can start disputes on any review. </p>
<p class="p" dir="ltr"><strong class="ph b">To start a dispute</strong></p>
<ol class="ol" id="topic_wsw_cly_ydc__ol_cyk_fgh_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_wsw_cly_ydc__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">Received</strong>, click <strong class="ph b">Reviews</strong>.</li>
<li class="li">Click the row with the review you want to dispute.<p class="p">This opens the review under
Feedback.</p>
</li>
<li class="li">Under Feedback, click the options menu (<img class="image" id="topic_wsw_cly_ydc__image_wwf_xhh_4fc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_horizontal.png" width="22">) next to the review and select <strong class="ph b">Dispute
review</strong>.<p class="p"><img class="image" id="topic_wsw_cly_ydc__image_gkn_qnf_fgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_dispute_menu_dispute_review.png" width="250"></p>
</li>
<li class="li">Complete the dispute feedback form with the following information: <ul class="ul" id="topic_wsw_cly_ydc__ul_cgp_tnf_fgc">
<li class="li">Next to <strong class="ph b">Send dispute to</strong>, select a team member.<p class="p">This could be the original
reviewer or you can escalate the review to another user.</p>
</li>
<li class="li">(Optional) Under <strong class="ph b">Select new fair scores</strong>, select the scores you think are more
fair. </li>
<li class="li">In the text box, enter a comment explaining why you're disputing the review.
<p class="p"><img class="image" id="topic_wsw_cly_ydc__image_uvr_xqf_fgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_dispute_form_dispute_review.png" width="250"></p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Submit</strong>.<p class="p">Both you and the dispute recipient receive notifications.
</p>
</li>
</ol>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_h51_hvk_32c">
<h2 class="title topictitle2" id="ariaid-title3">Starting wrong reviewee disputes </h2>
<div class="body">
<p class="p">Disputing the recipient of the review has a slightly different process from disputing the
review itself. Initiating this kind of dispute suggests another user should be the reviewee. </p>
<p class="p" dir="ltr"><strong class="ph b">To dispute a wrong reviewee</strong></p>
<ol class="ol" id="topic_h51_hvk_32c__ol_anw_qhh_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_h51_hvk_32c__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">Received</strong>, click <strong class="ph b">Reviews</strong> to access received reviews. </li>
<li class="li">Click the conversation with the review you want to dispute.</li>
<li class="li">Under Feedback, click the options menu (<img class="image" id="topic_h51_hvk_32c__image_zsc_z4f_fgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_options_menu_horizontal.png" width="22">) next to the review you want to dispute, then select
<strong class="ph b">Dispute review</strong>.<p class="p"><img class="image" id="topic_h51_hvk_32c__image_gvp_1pf_fgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_dispute_menu_wrong_reviewee.png" width="250"></p>
</li>
<li class="li">Complete the wrong reviewee form with the following information: <ul class="ul" id="topic_h51_hvk_32c__ul_ev5_bpf_fgc">
<li class="li">Next to <strong class="ph b">Send dispute to</strong>, select a team member to send the dispute to. This
could be the original reviewer or another user. </li>
<li class="li">Enter a comment explaining why this review was for the wrong team member. <p class="p"><img class="image" id="topic_h51_hvk_32c__image_r34_fpf_fgc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_dispute_form_wrong_reviewee.png" width="250"></p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Submit</strong>.<p class="p">Both you and the dispute recipient receive notifications.
</p>
</li>
</ol>
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