A delivery app's dispute deadline is not an open period for searching; it is the last moment to submit a complete reply. If the notice arrives without a clear owner or a quick path to the order number, the restaurant can consume the window internally before the dispute even starts.
Short on time
Record the deadline
Keep the dispute deadline and claim reference with the case.
Assign an owner
Disputes slip when no one owns the claim review.
Open the order first
Start with the order number before searching files or video clips.
Test a closed case
Retrieving evidence for a closed case exposes gaps before a new claim.
Treat the claim as a case with an owner and a deadline
When a claim appears, record its app reference, order number, deduction reason and the deadline shown by that channel. Assign one person to review it and a backup for absences. Do not pass screenshots of the portal through conversations that omit the deadline or reference; when those details disappear, the branch has to start its search again.
Open the order before opening a camera recording. A complaint may concern a rider delay or damage after handoff, neither of which a packing-station view can answer. For a missing-item claim, compare the recorded items with the station record. Do not wait for perfect evidence if the available view is inconclusive. State what it does and does not show, then follow the app's process before the case expires.
Rehearse the path with a closed claim
Choose an old case and ask a shift lead to locate the order, retrieve its evidence and identify where a reply would be submitted. Measure each step instead of guessing. If the search stops because the app and POS use different references, fix that mapping before adding a camera. If the clip exists but requires combing through a whole shift, the gap is the link between record and order.
Order-linked evidence can shorten retrieval, but it cannot extend the app's deadline or replace an owner for the reply. In Proof Manager, order details, packing result and a short clip sit with the order number once the station is prepared. The team still has to review the case and submit through the app on time. Share Evidence makes the link available; it does not automatically send a dispute to the app.
