---
title: Dispute Flow
tags: [flow, dispute, mediator, evidence, chat, state-machine]
related_models: ["[[Dispute]]", "[[Chat]]", "[[PurchaseRequest]]", "[[Payment]]"]
related_apis: ["POST /api/disputes", "POST /api/disputes/:id/assign", "POST /api/disputes/:id/resolve", "POST /api/disputes/:id/evidence", "PATCH /api/disputes/:id/status"]
audit: "2026-05-29 — corrected against source: Dispute.ts, DisputeService.ts, routes/disputeRoutes.ts (dashboard), services/dispute/disputeRoutes.ts (release-hold), app.ts. Previous version had wrong resolution schema, invented status values, missing security issues, and incorrect socket-event description."
---

> **Last updated:** 2026-05-29 — aligned with code (see Doc vs Code Audit Report)

# Dispute Flow

When something goes wrong (item not delivered, wrong item, seller misbehaviour), either party can open a **dispute**. A three-way chat (buyer, seller, admin mediator) is created automatically. After evidence is gathered, the admin **resolves** the dispute — selecting an action such as refund, replacement, compensation, warning, or ban.

> [!success] Security fixes applied (2026-05-30)
> The three privilege-escalation bugs documented in the original Security Gaps section were fixed in commit `1d881c5` (ISSUE-003, ISSUE-004) and `fce8a19` (resolver role). Role guards are now enforced on assign/status/resolve; route shadowing is eliminated by remounting the release-hold router at `/api/disputes/pr`. See [Security Gaps](#security-gaps) for the historical record and current state.

> [!warning] Real-time events not implemented
> Every Socket.IO emit in `DisputeService` is currently commented out. No `dispute-updated`, `new-notification`, or any other socket event fires for dispute creation, admin assignment, status changes, evidence uploads, or resolution. The dispute feature is CRUD-only at this stage.

## Actors

- **Buyer** — typical initiator.
- **Seller** — party against whom the dispute is raised (or in rarer cases, initiator).
- **Admin / Mediator** — assigned to investigate.
- **Frontend** — buyer/seller "Report issue" buttons in the request detail view; admin dispute dashboard.
- **Admin / Mediator** — assigned to investigate (role `admin` or `resolver`).
- **Backend** — `DisputeService` (`backend/src/services/dispute/DisputeService.ts`), dashboard/controller routes at `backend/src/routes/disputeRoutes.ts` (mounted at `/api/disputes`), and release-hold helpers in `backend/src/services/dispute/disputeRoutes.ts` (mounted at `/api/disputes/pr` since commit `1d881c5`).
- **MongoDB** — `disputes`, `chats`, `purchaserequests`, `payments`.
- **Socket.IO** — no events fire today; all emits are TODO stubs (see warning above).

## Preconditions

- The related `PurchaseRequest` exists.
- The initiator is the request's buyer or the related seller.
- Funds are typically held in escrow (`Payment.escrowState = 'funded'`) — disputes on unfunded orders are accepted but have no monetary impact.

## Dispute state machine (`Dispute.status`)

Valid status values (from `Dispute.ts`): `pending | in_progress | waiting_response | resolved | rejected | closed`.

> [!caution] `under_review` does NOT exist. The correct progressed status is `in_progress`.

```mermaid
stateDiagram-v2
    [*] --> pending: createDispute()\nresponseDeadline=+48h\ndeadline=+7d
    pending --> in_progress: admin assigned\nassignAdmin()
    pending --> waiting_response: status update
    in_progress --> waiting_response: status update
    waiting_response --> in_progress: status update
    in_progress --> resolved: admin resolves\nresolveDispute()
    in_progress --> rejected: admin rejects
    in_progress --> closed: admin closes without resolution\n(e.g. duplicate/spam)
    pending --> closed: same
    resolved --> [*]
    rejected --> [*]
    closed --> [*]
```

## Resolution schema (`Dispute.resolution`)

```ts
resolution?: {
  action: 'refund' | 'replacement' | 'compensation' | 'warning_seller' | 'ban_seller' | 'no_action';
  amount?: number;
  currency?: string;   // 'USD' | 'EUR' | 'IRR' | 'USDT'
  notes?: string;
  resolvedBy: ObjectId;
  resolvedAt: Date;
}
```

> [!caution] Incorrect in previous docs: `decision: buyer|seller|split` and `refundAmount` do NOT exist in the model. The field is `action` with the six values listed above.

## Dispute categories (`Dispute.category`)

Valid values: `product_quality | delivery_delay | wrong_item | payment_issue | seller_behavior | other`

> [!caution] `fraud` is NOT a valid category. Use `seller_behavior` or `other` for fraud-type reports.

---

## Security Gaps (Historical — All Closed as of 2026-05-30)

The following bugs were identified in the 2026-05-29 audit and fixed in commits `1d881c5` and `fce8a19`. The descriptions below are preserved for historical reference and audit trail.

### 1. `PATCH /api/disputes/:id/status` — no role guard ✅ FIXED

**Fix:** `authorizeRoles('admin', 'resolver')` added in commit `fce8a19`. Only admins and resolvers can change dispute status.

### 2. `POST /api/disputes/:id/resolve` (dashboard router) — no role guard ✅ FIXED

**Fix:** `authorizeRoles('admin', 'resolver')` added in commit `fce8a19`. Only admins and resolvers can resolve disputes.

**Additional fix (ISSUE-004, commit `1d881c5`):** `DisputeService.resolveDispute` now calls `releaseHoldResolve()` on the linked `purchaseRequestId`, clearing the escrow hold automatically so the payment release is unblocked after resolution.

### 3. `POST /api/disputes/:id/assign` — no role guard ✅ FIXED

**Fix:** `authorizeRoles('admin', 'resolver')` added in commit `fce8a19`. Only admins and resolvers can assign mediators.

---

## Route Shadowing (Historical — Resolved as of 2026-05-30)

Previously both routers were mounted at `/api/disputes`, causing the dashboard router to intercept release-hold requests. Fixed in commit `1d881c5` (ISSUE-003):

```ts
// app.ts — current state
app.use("/api/disputes", dashboardDisputeRoutes);  // src/routes/disputeRoutes.ts
app.use("/api/disputes/pr", disputeRoutes);        // src/services/dispute/disputeRoutes.ts — new prefix
```

Release-hold endpoints now use the `/api/disputes/pr/` prefix:
- `POST /api/disputes/pr/:purchaseRequestId/raise`
- `GET /api/disputes/pr/:purchaseRequestId/status`
- `POST /api/disputes/pr/:purchaseRequestId/resolve`

---

## Step-by-step narrative

### Phase 1 — Opening

1. Buyer or seller opens the request detail and clicks **"Report problem"** (`frontend/src/sections/request/components/report-problem-to-admin.tsx`).
2. They select a `category` (`product_quality | delivery_delay | wrong_item | payment_issue | seller_behavior | other`), a `priority` (`low | medium | high | urgent`), write a `description`, and optionally upload `evidence` (images, screenshots, video, document) via `POST /api/files/upload`.
3. Frontend POSTs `POST /api/disputes` with `{ purchaseRequestId, reason, description, priority, category, evidence: [...] }`.
4. Backend `DisputeService.createDispute` (`:12-119`):
   - Loads the purchase request with `populate('selectedOfferId')`.
   - Resolves the **counter-party `sellerId`** by priority: explicit `data.sellerId` → `selectedOffer.sellerId` → first of `preferredSellerIds`. Once an offer is accepted, the dispute targets the actual seller, not the entire preferred list.
   - Creates the `Dispute` with `status: 'pending'`, `responseDeadline = now + 48h`, `deadline = now + 7 days`, and an empty `timeline[]`. The pre-save hook appends an automatic `dispute_created` timeline entry.
   - Creates a **`Chat` of type `group`** with the buyer (and seller, if resolved) as participants. The opening message is a system-typed line `"اختلاف جدید ایجاد شد: {reason}"`. The chat's `relatedTo = { type: 'PurchaseRequest', id }`.
   - Persists `dispute.chatId = chat._id`.
5. **Notifications: none fire.** The notification block is a TODO stub in `DisputeService.createDispute` (`:107-116`).

> [!note] Release hold behavior
> Opening a dispute through the release-hold router (`POST /api/disputes/:purchaseRequestId/raise`) sets hold fields on the purchase request and related payments via `releaseHoldService.raiseDispute()`. Release/refund gates can consult those fields. This is a separate code path from `DisputeService.createDispute` above.

### Phase 2 — Admin assignment

6. The admin dispute dashboard lists pending disputes (sorted by `priority: -1, createdAt: -1`).
7. Admin clicks "Pick up" → `POST /api/disputes/:id/assign` with `{ adminId }`.

> [!danger] No role guard on this endpoint — any authenticated user can call it (see [Security Gaps](#security-gaps)).

8. `DisputeService.assignAdmin` (`:184-223`):
   - `dispute.adminId = adminId; dispute.status = 'in_progress'`.
   - Appends `timeline` entry `{ action: 'admin_assigned', performedBy: adminId, ... }`.
   - Adds the admin to the dispute `chat.participants[]` (role `admin`).
   - Saves.
   - **No socket event fires.** (`// TODO: Notify buyer and seller via Socket.IO`)

### Phase 3 — Investigation

9. All three parties chat in the dispute chat room (same socket mechanics as [[Chat Flow]]). Each party can upload more evidence via `POST /api/disputes/:id/evidence` — `DisputeService.addEvidence` (`:305-337`) appends to `dispute.evidence[]` and writes a `timeline` entry `evidence_added`. **No socket event fires for evidence uploads.**
10. The admin may also `PATCH /api/disputes/:id/status` with intermediate states or notes; this updates `dispute.status` and writes a `timeline` entry `status_changed`. **No socket event fires.**

> [!note] `PATCH /api/disputes/:id/status` now requires `admin` or `resolver` role (`authorizeRoles('admin', 'resolver')`, commit `fce8a19`). The previously open privilege-escalation gap is closed.

### Phase 4 — Resolution

11. Once the admin has enough information, they call `POST /api/disputes/:id/resolve` with:
    ```json
    {
      "action": "refund | replacement | compensation | warning_seller | ban_seller | no_action",
      "amount": 150,
      "currency": "USD",
      "notes": "Seller failed to deliver item"
    }
    ```
12. `DisputeService.resolveDispute` (`:262-300`):
    - `dispute.status = 'resolved'`
    - `dispute.resolution = { action, amount, currency, notes, resolvedBy: adminId, resolvedAt: now }`
    - `dispute.closedAt = now`
    - Appends `timeline` entry `dispute_resolved`.
    - Saves.
    - **Calls `releaseHoldResolve(purchaseRequestId)`** — this clears the escrow hold automatically so the payment release is unblocked (ISSUE-004 fix, commit `1d881c5`).
    - **No socket event fires.** (`// TODO: Send notifications via Socket.IO`)
13. **Financial side-effect:** as of commit `1d881c5` the escrow hold is cleared automatically on resolution. The admin still needs to separately trigger the ledger-gated release ([[Payout Flow]] / [[Escrow Flow]]) or refund for actual fund movement.

> [!note] `POST /api/disputes/:id/resolve` now requires `admin` or `resolver` role (`authorizeRoles('admin', 'resolver')`, commit `fce8a19`). The previously open privilege-escalation gap is closed.

---

## Sequence diagram

```mermaid
sequenceDiagram
    autonumber
    actor B as Buyer
    actor S as Seller
    actor A as Admin
    participant FE as Frontend
    participant BE as Backend
    participant DB as MongoDB
    participant IO as Socket.IO

    B->>FE: "Report problem" on request
    B->>FE: Choose category, priority, evidence
    FE->>BE: POST /api/disputes
    BE->>DB: Dispute.create({status:"pending"})
    BE->>DB: Chat.create({type:"group", participants:[buyer, seller], system message})
    BE->>DB: dispute.chatId = chat._id
    BE-->>FE: { dispute }
    Note over IO: ⚠️ No socket events fire (TODO stubs)

    A->>FE: Admin dashboard, click "Pick up"
    FE->>BE: POST /api/disputes/{id}/assign
    Note right of BE: ⚠️ No role guard
    BE->>DB: dispute.adminId, status="in_progress", timeline.push
    BE->>DB: chat.participants.push(admin)
    BE-->>FE: { dispute }
    Note over IO: ⚠️ No socket events fire (TODO stubs)

    loop investigation
        A->>FE: Chat with B & S
        B-->>BE: POST /api/disputes/{id}/evidence (image)
        BE->>DB: dispute.evidence.push, timeline.push
        Note over IO: ⚠️ No socket events fire (TODO stubs)
    end

    A->>FE: Click "Resolve" choose action
    FE->>BE: POST /api/disputes/{id}/resolve { action, amount?, notes? }
    Note right of BE: ⚠️ No role guard (dashboard router)
    BE->>DB: dispute.status="resolved", resolution={action, amount, currency, notes, ...}
    alt action="refund"
        A->>BE: trigger refund payout to buyer\n[[Escrow Flow]] / [[Payout Flow]]
    else action="replacement"
        A->>BE: arrange replacement item (manual)
    else action="compensation"
        A->>BE: partial payment to buyer (manual)
    else action="warning_seller" / "ban_seller"
        A->>BE: admin account action (manual)
    else action="no_action"
        A->>BE: dismiss dispute
    end
    BE-->>FE: { dispute }
    Note over IO: ⚠️ No socket events fire (TODO stubs)
```

---

## API calls

### Dashboard router (`backend/src/routes/disputeRoutes.ts`) — mounted first at `/api/disputes`

| Method | Endpoint | Auth | Role Guard | Notes |
|---|---|---|---|---|
| `POST` | `/api/disputes` | `authenticateToken` | None | Create dispute |
| `GET` | `/api/disputes` | `authenticateToken` | None | List with filters |
| `GET` | `/api/disputes/statistics` | `authenticateToken` | None | Aggregate stats |
| `GET` | `/api/disputes/:id` | `authenticateToken` | None | Get by ID |
| `POST` | `/api/disputes/:id/assign` | `authenticateToken` | **MISSING** ⚠️ | Self-assign possible |
| `PATCH` | `/api/disputes/:id/status` | `authenticateToken` | **MISSING** ⚠️ | Any user can change status |
| `POST` | `/api/disputes/:id/resolve` | `authenticateToken` | **MISSING** ⚠️ | Any user can resolve |
| `POST` | `/api/disputes/:id/evidence` | `authenticateToken` | None | Add evidence |

### Release-hold router (`backend/src/services/dispute/disputeRoutes.ts`) — mounted second at `/api/disputes`

| Method | Endpoint | Auth | Role Guard | Notes |
|---|---|---|---|---|
| `POST` | `/api/disputes/:purchaseRequestId/raise` | `authenticateToken` | Buyer or admin (inline check) | Sets hold fields on PurchaseRequest |
| `POST` | `/api/disputes/:purchaseRequestId/resolve` | `authenticateToken` | `authorizeRoles('admin')` ✓ | Clears hold fields |
| `GET` | `/api/disputes/:purchaseRequestId/status` | `authenticateToken` | Participant or admin (inline check) | Returns hold/block status |

> [!warning] Route shadowing: `POST /api/disputes/:id/resolve` in the dashboard router (no guard, mounted first) will intercept requests before they reach the release-hold router's `POST /:purchaseRequestId/resolve` (has guard). See [Route Shadowing](#route-shadowing).

---

## Database writes

- **`disputes`** — insert on open; updates `adminId`, `status`, `timeline[]`, `evidence[]`, `resolution`, `closedAt` over the lifecycle.
- **`chats`** — new `group` chat on open; admin appended to `participants[]` on assignment; messages appended throughout.
- **`purchaserequests`** — hold fields (`disputeRaised`, `disputeRaisedAt`, `disputeResolved`, `disputeResolvedAt`, `disputeHoldReason`, `holdUntil`) mutated by the release-hold service. Not touched by `DisputeService` directly.
- **`payments`** — touched indirectly when the admin performs the financial resolution.
- **`notifications`** — TODO; no writes happen today.

## Socket events emitted

> [!warning] None of the following events actually fire. Every emit block in `DisputeService` is commented out as a TODO stub.

Planned events (not yet implemented):
- **`new-notification`** → `user-{buyerId}` and `user-{sellerId}` on creation, assignment, evidence-added, and resolution.
- **`dispute-updated`** → planned but not implemented.

The only real-time activity in the dispute flow today is through the standard **Chat** socket (`new-message` on `chat-{disputeChatId}`) when participants send chat messages — this flows through `ChatService.sendMessage`, which is separate from the dispute service and does emit.

## Side effects

- **Three-way chat creation** is the most visible side effect — pulls the buyer and seller into a controlled conversation room.
- **Timeline append-only log** is the audit trail. The pre-save hook auto-appends `dispute_created` on insert. Surface this in the admin UI for compliance.
- **Response deadline = 48h** — used by reminders / SLA dashboards (no automated enforcement today). Past-deadline disputes could auto-escalate priority.
- **Hard deadline = 7d** — same intent: a watchdog could mark long-unresolved disputes for admin attention.

## Error / edge cases

- **Purchase request missing** → `400 Purchase request not found`.
- **No seller identifiable** (orphan request) → dispute still created but with `sellerId: undefined`; the chat becomes 2-party (buyer only, no seller). Recommended: reject creation in this case to avoid mediator-less situations.
- **Initiator is neither buyer nor seller** → not enforced at service level — should be validated in `DisputeController` (recommended hardening).
- **Same user opens multiple disputes for the same request** → no uniqueness constraint today. Consider adding a unique index on `(purchaseRequestId, status)` filtered to `pending|in_progress` to prevent duplicates.
- **Evidence URL is hot-linked** → frontend uploads through `POST /api/files/upload` and the URL is served from `/uploads`. Ensure auth on the upload endpoint to prevent random users from polluting evidence.
- **Dispute resolved without financial follow-up** → the dispute is "resolved" in record only; the escrow stays in its previous state until the admin completes release/refund. Add automation that dispatches the policy-checked release/refund instruction when the admin selects a financial resolution action.
- **Admin resigns mid-dispute** → no transfer-of-mediator endpoint today. Add `POST /api/disputes/:id/reassign`.
- **Route collision** → both routers share `/api/disputes`. See [Route Shadowing](#route-shadowing) for details and recommendation.

> [!tip] Sort disputes by priority + age
> The query `Dispute.find().sort({ priority: -1, createdAt: -1 })` already used in `getDisputes` ensures `urgent` ones bubble to the top. Make sure the admin dashboard uses this default sort.

## Linked flows

- [[Chat Flow]] — message-level mechanics inside the dispute chat.
- [[Escrow Flow]] — the financial state being contested.
- [[Payout Flow]] — executed on `refund` / `compensation` resolutions.
- [[Notification Flow]] — channels for dispute alerts (not yet wired).
- [[Delivery Confirmation Flow]] — disputes often arise from failed delivery.

## Source files

- `backend/src/services/dispute/DisputeService.ts` — core service logic
- `backend/src/services/dispute/disputeRoutes.ts` — release-hold router (admin-guarded resolve)
- `backend/src/services/dispute/releaseHoldService.ts` — hold field helpers
- `backend/src/routes/disputeRoutes.ts` — dashboard/controller router (missing role guards)
- `backend/src/models/Dispute.ts` — canonical schema and enums
- `backend/src/app.ts` lines 521 and 585 — mount order (shadowing risk)
- `frontend/src/sections/request/components/report-problem-to-admin.tsx`
- `frontend/src/sections/admin/` — admin dispute dashboard (subject to organisation)