Navix Labs - Ideas Portal
We’ve noticed an issue affecting the accuracy of the “Awaiting Reply From Us?” status in the dispute workflow. Specifically, some carriers have automatic replies enabled, which are being interpreted by the system as genuine responses. As a result, the field is marked “Yes,” even though no meaningful reply has been received.
To improve usability and ensure the status accurately reflects when user action is truly required, it would be helpful to:
Exclude auto-replies from triggering a change in the “Awaiting Reply From Us?” field; or
Allow users to manually reset this field to “No” in cases where the reply received is determined to be an auto response or otherwise non-actionable.
This change would help users more effectively prioritize follow-ups and avoid unnecessary delays or missed responses due to inaccurate status indicators.
Hi @Guest thank you for submitting this idea- we've been looking into this, and in the short term we certainly think we could enable the user to manually update the reply indicator.
It's a bit more work for us to interpret whether the reply we received was automated or not- We could potentially set a timer to say that if the reply is received immediately (say within 10-30 seconds or something?) we don't treat it as a reply. We'll prioritize this as a part of our Disputes work and I'll update with a timeline once we have one.