Welcome to Midigator® tutorials. In this tutorial, we will explain how to save content and create reusable templates in DisputeFlow.
First, let’s talk about what templates are and why you might want to use them.
A template allows you to save the compelling evidence you use most often in your dispute responses so you can easily access it when you need it.
This helps you:
- Decrease the amount of time it takes to complete a dispute response
- Reduce the likelihood of errors or forgotten information
- Standardize content so it can be used by multiple team members
- Check which response strategies have the best win rates
A DisputeFlow template stores commonly used information in three sections:
- A cover letter that explains your business and why you are challenging the dispute
- A copy of your terms and conditions
- Screenshots of important stages of the customer experience, such as product descriptions, the checkout page, the order confirmation email, etc. We call this section website images.
We have separate user guides that explain how to create the content for each of these sections. If you haven’t already, be sure to visit those resources. We provide tips on how to customize your template sections so you have the best chance of winning.
Let’s get started. Click on Settings in the top right corner.
Go to the Saved Sections tab.
Click “Create New Saved Section”.
Choose the section type you want to create: cover letter, terms and conditions, or website images.
Add an easy-to-understand section name and a short description. This will help you and other members of your team recognize the most appropriate scenarios to use a particular section. For example, “Physical Goods - Subscription - Fraud Reason Code.”
Scroll down and add your content. In the cover letter and terms and conditions sections, you can type your information or copy and paste the content from somewhere else — like your website. The cover letter section also provides the ability to customize the content with tokens. Check our tokens user tutorial to learn more about this feature.
In the website images section, drag and drop your screenshots or search for them in your files.
When you are done with a section, click Save Section in the upper right corner.
Click Back to saved sections to view your stored content.
You’ll see a list of your saved sections with the section name, type, and description. You can always edit your sections or delete them entirely.
Now that you have some saved sections, you can create a template.
Click the Templates tab.
Then click Create New Template.
Give your template an easy-to-understand name and description.
Then, scroll down and select the saved sections you’d like to include. If you’d rather not store content for a particular section, you can always opt to leave it blank in your template and customize it in each individual dispute response.
If you discover you’re missing a saved section or want to create something new, you can click the “Create new saved section” option from the template screen.
After you’ve picked your template’s content, you can customize the order that the sections will appear in your response. You probably want to put your most compelling information towards the beginning. For example, if your customer is claiming that the merchandise wasn’t received, you may want to start with the proof of delivery section.
If there is a section that isn’t relevant to your response — for example, you don’t save customer service notes — you can remove that section entirely from your response template using the hide section button.
The only section that you aren’t allowed to move or delete is the cover letter section. Processors have asked that this section always come first and it's very important for your win probability.
When you are finished, click Save Template in the upper right corner.
If you click “Back to all templates”, you’ll see a list of your stored templates, the included sections, and a description of how each template should be used.
You can edit your templates at any time, or remove them entirely if they are no longer in use.
Once you’ve saved a template, you can use it in your dispute responses. When you enter the builder, the first step is to choose a template. The dropdown list will show you all the stored templates that you can pick from.
Click the Next Step button and your saved sections will be added to the builder. They’ll be marked complete, however, you can always go in and edit what has been saved — right from the builder. You can also save your edits and create a new saved section.
There is something important to note about saved sections and templates. You don’t have to use the two features together. Nor do you have to use all the options available for either feature.
For example, you might want to use the template feature to determine which sections will be included and the order they will appear — without actually saving the section content. Or maybe you want to save content in sections, but not add them to a template. You have the option to access your saved content directly in the builder by selecting “Load saved section” from the actions menu.
If you have any questions, please use the chat feature in Midigator to contact our team. You can also view additional tutorials in the help center.
If you don't have access to DisputeFlow and want to know why, read this article.