Disputes
If a connected lead turns out to be bad, you can raise a dispute. If it’s upheld, the price you paid is credited back to your wallet.
Time limits
Section titled “Time limits”- Disputes must be raised within 5 business days of claiming the lead.
- For “could not reach them”, your KnowYourMarket.ai messages are the evidence. That option opens 48 hours after your first KnowYourMarket.ai message if they haven’t replied, as long as that message went within 4 hours of claiming.
Raise a dispute
Section titled “Raise a dispute”- Go to My Demand > My Leads and open the lead.
- Scroll to Dispute and select Raise dispute.
- Under What’s wrong, pick the one that applies:
- I messaged them through KnowYourMarket.ai and they haven’t replied
- Their phone number or email address doesn’t work
- Wrong service type, or a state my business does not cover
- I already bought this same person as another lead
- Something else
- If you picked Something else, describe the problem under Reason. This is required.
- Optionally, log your Contact attempts. Select + Add attempt and enter the date and time, the channel (Phone call, SMS or Email) and what happened.
- Optionally, add Additional notes, such as call times, what was said or other evidence.
- Select Raise dispute.
About “I messaged them through KYM and they haven’t replied”
Section titled “About “I messaged them through KYM and they haven’t replied””- If it isn’t open yet, it shows Not available yet with the reason.
- If they replied to your KnowYourMarket.ai message, you’ll see that the dispute will be declined. Their reply is in the messages on the lead page.
About contact attempts
Section titled “About contact attempts”Logging attempts is optional. As you add them, the form shows whether you meet the evidence bar: 3 or more attempts, on 2 or more channels, across 2 or more days.
What happens next
Section titled “What happens next”After you select Raise dispute, one of these happens:
- Decided straight away. Some disputes are decided as soon as you file them. If upheld, you’ll see a message confirming what you paid has been credited back to your wallet.
- Sent for review. You’ll see “Dispute filed. The KYM team will review and get back to you.” The lead shows Dispute open in your list.
You’ll get a notification when a dispute is resolved.
Dispute statuses
Section titled “Dispute statuses”The Dispute section on the lead page shows the current state:
| Status | Meaning |
|---|---|
| Open dispute | The KnowYourMarket.ai team is reviewing it. |
| Credited | Your dispute was upheld. The price you paid has been credited back to your wallet. The lead’s status changes to Refunded and its pipeline is locked. |
| Dispute rejected | The KnowYourMarket.ai team decided not to credit it back. The reason is shown under Why rejected. |
If your dispute was rejected and you disagree, select File another to raise a fresh dispute with more context.
Once a lead has been credited back, no further dispute is possible.
Who can raise disputes
Section titled “Who can raise disputes”If your role doesn’t allow it, you’ll see “You don’t have permission to raise disputes for this organisation.” Ask an owner or admin.