Dispute rate
Buyback & Trade-inOperationsGrading & Condition
Dispute rate is the percentage of completed trade-in transactions that escalate to formal disagreement over assessed value, typically when intake quote assumptions differ from grade on receipt.
Dispute rate is both a financial and reputational KPI: disputes consume operational capacity and often end with commercial concessions that reduce expected margin. The root cause is usually intake grading inconsistency, especially when customer self-assessment criteria are vague. Standardised intake questions, autograding, and clearer condition-tier definitions reduce dispute frequency by narrowing the valuation gap between quoted and received condition.