Responding to disputes on time is an important part of maintaining trust and transparency on Sody. When a customer reports an issue with their booking, salons have a set response window to review the details and provide a resolution. This ensures fairness for both sides and helps prevent unnecessary escalations to Sody Support.
Important: Salons have 72 hours to respond to each new dispute or clarification request. Not responding within the timeframe may result in the case being closed automatically, and in some situations, Sody may take further action on your account.
How the Response Window Works
A customer submits a dispute from their booking page. The case immediately enters the Pending Salon Response stage.
You will receive a notification in Sody OS and can view the full details under Disputes.
From the moment the dispute is created, the 72-hour countdown begins.
You must respond by sending a message and/or proposing a resolution (full refund, partial refund, redo, or reject with explanation).
If the customer rejects your resolution, the case may enter Review. If Sody requests clarification from you, another 72-hour countdown will start.
If no response is given within the required timeframe, the case may be closed automatically, and Sody may take appropriate action depending on the situation.
The 72-hour response requirement applies to both initial disputes and any clarification requests from Sody Support. These timers help keep cases moving and prevent delays for customers. Quick responses show professionalism and reduce the chances of unnecessary escalations, penalties, or negative customer experiences.
Tip: Turn on Sody OS notifications and check your Disputes tab daily. Responding early avoids last-minute pressure and gives you more time to provide clear explanations or upload evidence.