How call disputes work

A call dispute is a request from a buyer to review a specific charge they believe should not have been billed, or should have been billed differently. It exists because connected-time billing is automated, and an automated system occasionally bills a call that a human would look at differently.

What a reasonable dispute looks like

A reasonable dispute points at something specific and checkable, not a general feeling that a call was not worth the price. Examples of specific, reviewable issues include a call that appears to have been billed without reaching the stated buffer, a call routed to the wrong campaign or destination, or a recording that does not match what the billing record shows.

• The call ID or timestamp so it can be located.
• What you believe went wrong, described specifically.
• What you expected to happen instead.

What a dispute is not

A dispute is not a way to get a refund because a caller was not interested, did not qualify for insurance, or did not convert to a sale. Call quality on the buyer's end of the conversation is a normal part of buying calls and is not, by itself, grounds for a dispute. A dispute is for a mismatch between what should have been billed under the campaign's stated rules and what actually was.

Callmart reviews disputes case by case. Refunds are not automatic and depend on the outcome of that review.

How the review process works

1. 01Submit the disputeFlag the specific call from your call activity, with what you believe is wrong.
2. 02Callmart reviews the recordThis includes the connected-time measurement and, where available, the recording.
3. 03You receive an outcomeThe dispute is resolved based on what the review shows against the campaign's stated buffer and rules.

Why recordings matter to a dispute

Inbound calls on Callmart are recorded, and buyers can review and download available recordings. A recording is often the fastest way to confirm what actually happened on a disputed call, both for the buyer deciding whether to file one and for Callmart reviewing it.

Reducing the number of disputes you need to file

Reviewing recordings regularly, understanding the buffer and pricing tier for each campaign you have switched on, and confirming your destination numbers are set correctly all reduce the chance of a surprising charge in the first place.

How disputes differ from a general support question

A general question, like asking why a campaign's price changed or asking for help setting up a destination number, is a support matter, not a dispute. A dispute specifically challenges whether a particular call should have been billed the way it was. Keeping the two separate helps a buyer get the right kind of help faster: support questions go through normal account support, while a dispute goes through the review process tied to a specific call.

What a pattern of disputes can tell you

If a buyer finds themselves disputing calls from the same campaign repeatedly, that is worth examining as a pattern rather than case by case. It may point to a buffer tier that does not fit how the team handles calls, a destination that is not answering reliably, or a genuine issue with how a specific campaign is being screened. A very low rate of disputes across a lot of call volume, on the other hand, is a reasonable sign that billing is working as expected for that buyer.

• The call ID and timestamp.
• The buffer and price you expected to apply.
• A specific description of what looks wrong, rather than a general complaint.

Disputes are reviewed against the same data the platform used to bill the call in the first place: the connected-time record and, where available, the recording. This means a dispute outcome is grounded in what actually happened on the call, not in a subjective judgment about whether the price felt fair.

Buyers do not need to involve a third party or escalate outside the platform to have a dispute reviewed. The process runs through the same workspace used to buy calls and view call activity, keeping the whole cycle, from noticing a questionable charge to getting a resolution, in one place.

• The connected time shown does not appear to reach the buffer that was billed.
• The call appears to have been routed to the wrong campaign or destination.
• A recording, if available, does not match what the billing record shows.

Common questions