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Dispute Resolution Workflow
The Dispute Resolution Workflow provides a structured process for logging, tracking, and resolving vendor disputes. Each case moves through predefined escalation levels with automated notifications to relevant stakeholders. The system maintains a complete audit trail, ensuring transparency and faster resolution while reducing friction in vendor relationships.
Key features of the workflow
- Role-based access for procurement managers, finance teams, and vendor representatives.
- Automated escalation triggers based on response time and case severity.
- Centralized document attachment for invoices, delivery proofs, and communication logs.
- Real-time status dashboard showing open, in-progress, and resolved disputes.
- Exportable audit trail for compliance reporting and internal reviews.
How escalation works
When a dispute is logged, the system assigns a priority level and routes the case to the appropriate team. If unresolved within the defined SLA, the case automatically escalates to the next tier. Stakeholders receive email and in-app notifications at each stage, so no deadline is missed.
This workflow is designed to reduce average resolution time by 40% and improve vendor satisfaction scores through consistent, transparent handling of issues.