> For the complete documentation index, see [llms.txt](https://docs.patagon.ai/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.patagon.ai/en/billing-and-plans/disputing-leads.md). # How to dispute an improperly charged lead For rating definitions, see the [ILA lead rating system](/en/agent-optimization/ila-rating-system.md). ## What is a lead dispute A dispute is the mechanism that allows you to challenge the charge for a lead you believe was not properly qualified. When you dispute, the Patagon AI team reviews the conversation and the score assigned by the agent to verify if the charge is valid. Patagon AI only charges leads rated **4★ or 5★**. Leads with 0★, 1★, 2★ or 3★ never generate charges. Therefore, disputes only apply to leads in these two categories, when you believe the agent incorrectly classified a conversation that, in practice, did not meet your qualification criteria. {% hint style="success" %} **Patagon Guarantee:** if you're unsure whether a lead should have been charged, dispute it before the deadline expires — disputing is always free. {% endhint %} ## Where the button is and who can use it The **Dispute Lead** button is in the **Information** tab of each lead's details panel, just below the tags, in the **Billing Status** section. Any member of the organization with access to view leads can see the Billing Status field. Disputes can be initiated by any member, not restricted to the administrator. ## How to mark a lead as disputed ### Step 1: Open the lead Go to **Leads → Leads** (or **Leads → Conversations**) and click on the lead you want to dispute. The Lead Details panel opens on the right side. ### Step 2: Go to the Information tab Click on the **Information** tab (the first tab, selected by default). Scroll down to the **Billing Status** section. Chargeable leads (4★ and 5★) display this field. Leads with 0★ to 3★ are not charged and don't display the field. ### Step 3: Click Dispute Lead When the dispute window is open, the field displays the status **Not Disputed** and the **Dispute Lead** button available. Click the button to register the dispute. ![Billing Status section with the Dispute Lead button](/files/4j0xbSyTvjBcykkA8i3U) If the field displays **"Dispute window expired"**, the 7-day deadline has passed and it's no longer possible to dispute through the platform. In this case, contact explaining the case. ### Step 4: Confirm After clicking Dispute Lead, the status is updated. The dispute is registered and forwarded for analysis by the Patagon AI team. You don't need to do anything else. Wait for the response by email. ## Deadline to dispute You have **7 days from the lead's first contact** to open a dispute. The "first contact" is the date shown in the **First Contact** field in the lead's Information tab, the moment when the lead started the conversation with your agent. After the 7 days pass, the Billing Status field displays "Dispute window expired" and the dispute button is no longer available. If you identify an improper charge after this deadline, write to with the lead's name and conversation date. {% hint style="info" %} **Tip:** monitor your 4★ and 5★ leads in the first week after the conversation. If the sales team indicates that a lead wasn't qualified, even though the agent scored it high, dispute it before the deadline expires. {% endhint %} ## Criteria Patagon uses to evaluate the dispute When receiving a dispute, the Patagon AI team reviews three main elements of the conversation: ### 1. Did the conversation meet the qualification criteria defined for the agent? Each agent has specific criteria configured at creation: mandatory questions, data that needs to be collected, target audience profile. The review verifies if the conversation satisfies these criteria or if there was incorrect interpretation by the agent. ### 2. Did the lead provide the minimum necessary information? A qualified lead needs to have actively engaged with the agent and provided sufficient data for the sales team to follow up. If the conversation was superficial (the contact only responded one or two messages without providing relevant information), this may be a sign of incorrect qualification. ### 3. Was the agent's score consistent with the displayed reasoning? Patagon AI records the reasoning behind each score (visible by hovering over the information icon next to the stars). The review verifies if this reasoning is coherent with the conversation and the agent's criteria. Disputes with the highest chance of approval are those where there is clear evidence that the lead didn't meet the criteria, for example, profile outside the target audience, mandatory data not provided, or intention explicitly different from what the business offers. Disputes based only on subjective judgment ("I didn't like the lead") have lower probability of approval if the agent correctly followed the criteria. ## What happens after the dispute After the dispute is registered, the process follows two stages: ### Analysis (within 5 business days) The Patagon AI team reviews the conversation, the agent's reasoning, and the configured qualification criteria. You receive the result by email at the address registered in your account. ### Result: approved or denied **Dispute approved:** if you pay per invoice, the lead's value is deducted from the month's invoice. If your account still has a credit balance, the value is credited back to your balance. In cases where payment has already been processed, contact to define the refund method. **Dispute denied:** the charge remains. You receive an explanation by email with the reason. If you disagree with the decision, you can reply to the email to escalate the case for additional review. ## Frequently asked questions **Can I dispute a lead that my team converted into a sale?** It doesn't make sense to dispute leads that were converted. Disputes exist for leads that the agent classified as qualified, but in practice weren't. If the lead closed a deal, the qualification was correct. **Can I dispute multiple leads at once?** There is no batch dispute function. Each lead needs to be disputed individually through its details panel. If you need to dispute many leads from a specific campaign, write to describing the situation. **What to do if the deadline expired?** Write to with the lead's name, phone number, and conversation date. Explain why you believe the charge was improper. Cases outside the deadline are analyzed individually, without guarantee of approval. ## Related articles * [Plans and pricing](/en/billing-and-plans/plans-and-pricing.md) - plans and the price per outcome * [How to read a lead's details](/en/sales-performance/lead-details.md) - where each field is in the Information tab * [ILA lead rating system](/en/agent-optimization/ila-rating-system.md) - how the agent assigns 0★ to 5★ and what each rating means * [Frequently asked questions](/en/billing-and-plans/faq.md) - quick answers about billing and usage cycle {% hint style="info" %} Questions about a specific dispute? Write to with the lead's name and conversation date. {% endhint %} --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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