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When a renter believes an incident record is inaccurate, they can file a dispute. RentFAX gives you a structured process to manage these challenges — from the moment a dispute is opened to its final resolution. Every dispute is tracked in the Dispute Queue, and renters can follow the status in real time through their Renter Portal. The goal is a fair, documented process that protects both your organization and the renter.

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The dispute lifecycle

1

Operator logs an incident

The dispute process begins when an operator submits an incident against a renter — a late payment, damage report, or policy violation. See Log and track renter incidents for how to file one.
2

Renter receives notification

The renter is notified via their Renter Portal that an incident has been filed. They can view the full details of the record, including the incident type, description, and the organization that filed it.
3

Renter files a dispute

If the renter believes the record is inaccurate or unfair, they submit a dispute through the Renter Portal. They can include a written explanation and any supporting evidence.
4

Dispute appears in your Dispute Queue

The dispute is routed to your Dispute Queue in the RentFAX dashboard. You’ll see the renter’s name, the disputed incident, the date filed, and the renter’s explanation.
5

You review and prepare a response

Review the dispute details and gather any supporting documentation from your records. You can use the AI Draft Assistant to help write your response (see below).
6

Resolution is recorded

Once you’ve reviewed the dispute, record your decision in the Dispute Queue. Both outcomes — upholding or overturning the incident — are logged. The renter sees the outcome in their Renter Portal.

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The Dispute Queue

The Dispute Queue is your central workspace for open disputes. It shows:
  • All currently open disputes for your organization
  • The renter and incident associated with each dispute
  • The date each dispute was filed
  • The current status of each dispute
Ensure disputes are resolved within your SLA. The onboarding guide recommends reviewing the Dispute Queue as part of your daily operations to avoid backlogs and maintain compliance.

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AI Draft Assistant

Preparing a dispute response requires you to be accurate, factual, and clear. The AI Draft Assistant helps you write that response. You can use it to:
  • Draft a response based on the incident details and the renter’s challenge
  • Ensure the response addresses the renter’s specific claims
  • Format the response in a way that’s suitable for the renter to read
The AI Draft Assistant is a writing aid — you review and approve everything before it’s submitted. It does not make decisions for you.
Before using the AI Draft Assistant, gather the original incident record, any communications with the renter, and any supporting documentation (photos, receipts, signed agreements). The more context you provide, the more useful the draft will be.

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What renters see in the Renter Portal

Renters access the Renter Portal via a magic link sent to their email. Inside, they can see:
  • All incidents filed against them, including the organization that filed each one
  • The status of any disputes they’ve submitted
  • The resolution outcome once a dispute is closed
This transparency is intentional. RentFAX is designed so that only documented, disputable records affect a renter’s score — not anonymous or unverifiable claims.
Every entry in the RentFAX network is tied to a verified operator. Renters can always see who filed an incident and when. This prevents malicious or retaliatory reporting.

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Dispute outcomes and score impact

When a dispute is resolved in the renter’s favor and an incident is overturned, the incident is removed from the records that feed into the risk score calculation. The renter’s composite score recalculates automatically at the next request. When a dispute is denied and the incident is upheld, the record remains and continues to influence the score as before.

Incidents

How to log the incidents that renters can dispute

Renter portal overview

How renters access their profile and submit disputes

Risk score

How resolved disputes affect the composite risk score

Renter screening

How dispute history appears on the renter profile