CONTENTS
Four checks before you release or holdWhat checking a record looks likeYou already do this for the formWrite it into the contract- Check the rejection reason first. Duration disputes get settled from tracking logs. Everything else comes down to the conversation.
- Ask whether you can verify the evidence. A signed record can be checked by anyone. A file from the vendor's own server can't.
- Write the standard into your vendor contracts so every dispute starts with the same evidence.
Your QA team scrubbed the batch, and the rejection went out with the invoice. Three days later the vendor is back: those calls were good, here's the audio, please release the money.
A transfer dispute is a vendor's challenge to your decision not to pay for a call, and it comes down to who has the better evidence. You're the one holding the money, so you also hold the job of deciding fairly and quickly. Hold too much and good vendors stop sending you their best calls. Release too much and you're paying for transfers that don't convert.
Four checks before you release or hold
1. What did you reject it for? Pull your original reason. If it was a vague "not qualified", tighten that first, because a vendor can't answer a reason you can't state. Your criteria should be specific enough that two reviewers would reach the same answer.
2. Is this about time or about words? Buffer and billable-duration disputes belong in your tracking platform's logs, and you can usually settle them there. If the dispute is about whether the caller qualified, agreed to the transfer or got promised something, you need the conversation.
3. Can you verify what the vendor sent? An audio file tells you what's in the file. It came from the vendor's system, during a dispute over money. That doesn't make it false, but your team is left deciding how much to trust it. A record you can check yourself takes that question away.
4. What does the conversation show against your criteria? Read it against what you actually buy. Age, coverage, location, intent, whatever your offer needs. Note the exact line that decides it, so your answer to the vendor quotes the call and doesn't only repeat a verdict.
| Audio file from the vendor | Signed Klariqo Call Record | |
|---|---|---|
| What you get | A WAV or MP3 | Transcript, audio fingerprint, signature and timestamp |
| Who vouches for it | The vendor | The signature and DigiCert's timestamp |
| How you check it | You can't, beyond listening | Drop it into the verifier, no account |
| Time to review | Someone listens to each call | Read the transcript and find the line |
What checking a record looks like
A Klariqo Call Record is a signed record of one call: the transcript, a fingerprint of the audio and a digital signature, with an independent RFC 3161 timestamp from DigiCert. If anyone changes one byte, the signature breaks.
The vendor sends you the record file. You drop it into verify.klariqo.com, and you see it's intact and when DigiCert timestamped it. Your team doesn't need an account, and nobody on the vendor's side has to be involved. To see it fail, change one word in a signed call and run the check.
You already do this for the form
If you buy leads, you probably ask for a TrustedForm or Jornaya certificate, because a seller saying "they opted in" isn't enough. You've already decided that a vendor's word isn't evidence for the form. The call that follows is where your disputes actually happen, and it's where you carry the risk if something goes wrong.
Write it into the contract
Disputes get easier once every vendor works to the same standard. One clause does it: every call on your campaign comes back with a signed record, for you to check.
Our buyer page writes the clause for you. Pick your call types and how far it goes, from the record alone up to record, QA and audit rights, and it builds the wording for your vendor contracts. It's template language for your counsel to adapt.
Vendors connect on VICIdial with read-only access, and their first 10,000 recorded calls get a free record, so you aren't asking them to take on a big new cost. Add a dispute window and a rule that each dispute names the call and the reason, and your QA team spends its time on calls that matter.
Questions people ask
Should I release payment while a transfer is disputed?
That's your commercial call and your contract's. What helps either way is deciding on evidence: check the reason, separate duration from content, and read the conversation against your written criteria.
How do I check a call record a vendor sends me?
Drop the file into verify.klariqo.com or look up its KCR ID. You'll see it's intact and when DigiCert timestamped it, with no account.
What should a transfer dispute policy include?
Your acceptance criteria in writing, a dispute window in days, the requirement that each dispute names the call and the reason, and the evidence you accept, such as a signed record for every call.
How do I require records from my vendors?
Add a clause to your vendor contracts. Klariqo's buyer page builds the wording to fit your call types, ready to copy, download or save as a PDF.
Do my vendors need to change dialers?
No. Vendors on VICIdial connect with read-only access, and Klariqo works from their existing recordings.
What does it cost my vendors?
The record is free for their first 10,000 recorded calls, then $0.02 a call. Call QA is $0.05 a call and includes the record.
