Orders and Disputes
Marketplace order search, dispute resolution and return-velocity abuse signals
Role: Dispute Ops
Open disputes
23
+5 today
SLA breaches
3
over 72h
Orders today
312
+22 vs yest.
Return rate
2.4%
-0.3 pts
Flagged accounts
6
velocity signals
Order search
Dispute queue
23 open
| Dispute / Order | Type | Parties | In escrow | SLA |
|---|---|---|---|---|
| DSP-5521 ORD-2026-084417 |
Item not as described | A. Uwase vs Kigali Electronics | RWF 189,000 | Breach 74h |
| DSP-5519 ORD-2026-084390 |
Not delivered | E. Mugisha vs Simba Supermart | RWF 32,500 | 18h left |
| DSP-5514 ORD-2026-084311 |
Refund abuse review | J. Niyonzima vs Gorilla Sports | RWF 65,000 | 9h left |
| DSP-5508 ORD-2026-084102 |
Damaged on arrival | G. Umutoni vs Kivu Home and Living | RWF 385,000 | 2d left |
| DSP-5501 ORD-2026-083944 |
Wrong item | S. Nsengimana vs Simba Supermart | RWF 4,800 | 3d left |
Return-velocity flags
Wash-trading and refund-abuse signals - review before settlement release| Account | Signal | Returns 30d | Return value | Risk | Action |
|---|---|---|---|---|---|
| Jean Bosco Niyonzima +250 738 345 678 |
Refund abuse - 9 returns, same device | 9 | RWF 512,000 | High | |
| Gorilla Sports Rwanda Circular buyer-seller pattern |
Wash trading - self-purchase ring of 4 accounts | 17 | RWF 1,240,000 | High | |
| Grace Umutoni +250 728 456 789 |
Elevated return rate - 4 of 6 orders | 4 | RWF 96,000 | Medium |
Orders and Disputes
Nothing matched: today, disputed, over RWF 5,000,000
Nothing matched those filters
The value floor is above your largest order today. Marketplace disputes cluster well below it, so widen the value or the date.
Orders and Disputes
Three orders are holding a settlement
A hold is per item, not per merchant and not per run. One disputed item on a 34 item settlement holds that item value and pays the rest, so a merchant is not punished for a single argument with a single buyer.
| Order | Merchant | Item value | Why it is held | Released when |
|---|---|---|---|---|
| KE-100472 | Kigali Electronics Ltd | RWF 98,500 | Return open, merchant has not decided | The merchant approves or rejects it, 48 hour policy |
| KE-100455 | Kigali Electronics Ltd | RWF 145,000 | Buyer protection dispute open | An operator decides, 5 business day target |
| SS-100301 | Simba Supermart | RWF 32,500 | Buyer never confirmed and the window is open | The buyer confirms, or it auto-releases on 24 July |
Value held
RWF 276,000
Across 3 items
Merchants affected
2
Both settling normally otherwise
Oldest hold
2 days
Inside the 48 hour merchant policy
Settlement runs affected
0
None was stopped
Held is not taken. The money is still in escrow and belongs to nobody yet. It goes to the merchant or back to the buyer when the dispute resolves, and either way it is a release rather than a fresh payment.
Orders and Disputes
Two parties flagged for abnormal return velocity
One buyer has opened 6 returns in 30 days across four sellers. That is well outside normal and it is handled centrally, because no individual seller can see the pattern from their own returns alone.
| Party | Returns in 30 days | Across | Approved rate | Pattern |
|---|---|---|---|---|
| Josiane Uwimana Buyer, +250 738 445 019 | 6 | 4 sellers | 83% | Always "not as described", always after the 5th day, always photographed |
| Nyabugogo Auto Spares Merchant, MER-NA-0622 | 18 | 18 buyers | 11% | High return rate and a very low approval rate, which suggests the listings are the problem rather than the buyers |
Two different problems in one table. The buyer may be gaming the return policy. The merchant is probably describing products badly and rejecting the consequences. Both need looking at, and neither is a fraud case yet.