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If a criterion was marked as failed and you think that is wrong, you can say so on the ticket itself. Contesting sends the specific criteria you name to a reviewer, along with your explanation, and they either change the result or tell you why they are keeping it. Disputes are a normal part of a QA program, and a clear, specific dispute is useful to your team even when the original result stands.

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When you can contest

  • The evaluation has to have at least one failed criterion. There is nothing to dispute on a clean result.
  • It must be your current evaluation for that ticket. If a reviewer has already replaced it, the newer one is the one that counts.
  • You have to be inside your organization’s dispute window, counted in days from the date of the evaluation. The length is a setting, and some organizations turn it off so there is no deadline at all.
  • You can have one open dispute per ticket at a time. Once the reviewer finishes, you can raise another on the same ticket if the new result is still wrong.
The Contest score button on the evaluation is disabled (not hidden) when one of these does not hold, and hovering it tells you which one. “The dispute window has closed” means the deadline passed; “Tickets cannot be contested while an active contest is open” means your earlier dispute is still with a reviewer.

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Start the dispute

  1. Open the ticket from your Evaluations list and read the criterion you disagree with, along with its reasoning.
  2. Click Contest score above the breakdown.
  3. Rulebase opens the contest form. The transcript sits on the left, and the failed criteria are listed in the middle with a checkbox each.
  4. Tick the criteria you want reviewed. Select All Evaluations takes every failed criterion on that scorecard, and Check results expands the individual checks behind a criterion, which is where the specific judgement usually sits.
The contest form with the ticket transcript on the left and failed criteria available to select on the right Only failed criteria appear. If the scorecard you are looking at has none, switch scorecards with the picker at the top when the ticket was scored against more than one.

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Make your case

Each criterion you tick opens its own block on the right, with two optional checkboxes and one thing you have to write:
  • I disagree with the score: tick this when the pass or fail is wrong.
  • I disagree with the evaluation feedback: tick this when the result may be fair but the reasoning misrepresents what happened.
  • What did we get wrong with this evaluation?: your explanation, and the only required field. Submit evaluation contest stays disabled until every criterion you selected has one, so a dispute cannot go out with a blank criterion attached to it.
You can attach images as evidence under each criterion. This is the place for a screenshot of the policy you followed or the internal note you were working from. Attachments are optional and images only. A contest form filled in, with the criterion selected, I disagree with the score chosen, an explanation written, and Submit evaluation contest ready
Point at something checkable. “The refund timeframe I quoted is the one in the help centre article on that date, screenshot attached” gives a reviewer something they can confirm in a minute. “This is unfair” leaves them nothing to act on, even when you are right.
When you are ready, click Submit evaluation contest.

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What happens next

Submitting marks the ticket as under review and puts it in front of a reviewer. On the ticket you will see an orange banner reading This evaluation is currently being reviewed. The score stays as-is while the dispute is open, and there is no way to edit or withdraw it once submitted, so reread your explanation before you send it. The reviewer works through your dispute criterion by criterion. They can accept your point and re-score that criterion, or keep the original result and explain their reasoning. Where they change the score, Rulebase produces an updated evaluation, and that one becomes the score that counts for you. The original stays readable as the history of the ticket. When the review is finished, the ticket shows a green Your dispute has been reviewed banner with a link to the updated evaluation.

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Follow it in Contested Evaluations

Once you have raised your first dispute, a Contested Evaluations tab appears in your portal navigation. It lists your disputes in two groups. The Contested Evaluations tab with one unresolved dispute and two resolved ones, marked accepted and rejected
  • Unresolved: still with a reviewer. The status column reads Unresolved and there is nothing for you to do.
  • Resolved: decided. The status column shows Accepted when every point you raised was accepted, or Rejected when at least one was kept.
Rejected does not always mean the whole dispute failed. It means at least one criterion was kept; the others may have been accepted. Click the row to open the ticket, then use View results next to Evaluation contested on the evaluation. Each criterion you raised is laid out three ways: the original result, your Contest with the comment and any images you attached, and Results with the outcome, the new score where your point was accepted, and the reviewer’s written feedback. A resolved dispute showing the original failed criterion, the agent's comment, and a Rejected outcome with the reviewer's written feedback Read the feedback before deciding whether to raise a second dispute. Where a point was kept, the reviewer is usually naming the specific thing the transcript does not show; address that point if you dispute again.