How the dispute process works
Understand evidence, review stages, decisions, and financial settlement.
Quick answer
Open the case from a booking, submit evidence in the case workspace, and follow its status in the Resolution Center.
Open the right case
Start from the booking and choose the issue that fits: a general dispute, damage, cleaning, non-return, or contested late fees. A bank-initiated card dispute follows a separate card-network process.
Submit evidence
- Pickup and return condition photos.
- Handoff, delivery, or return dates and timestamps.
- Receipts, estimates, serial numbers, and relevant booking messages.
- A concise account of what happened and the requested outcome.
Case evidence is authoritative
Messages support the history, but information you want Nerbor Support to review must be added directly to the case workspace.
Follow the lifecycle stages
- 1
Needs evidence
A participant must add required information.
- 2
Under review
Nerbor Support is reviewing the case and may request more.
- 3
Decision and settlement
The outcome is recorded, then any approved financial movement completes.
After the decision
A case may show Financials pending after a decision while a charge, refund, payout adjustment, or hold release finishes. The case history remains available after resolution.