During a Dispute, Every Phone Number on the Site Points to Your Thread

You Are Always Directed to the Right Place

When a customer has an active dispute, seeing a phone number on the EEK website is not helpful — calling it will route them to the dispute notice agent, not to a resolution. EEK built a cookie-based detection layer: when a visitor with an active dispute cookie loads any EEK page, every phone number on the page is replaced with a link directly to their dispute thread.

The customer is never more than one click from their dispute. They do not need to navigate to the portal, find the Disputes tab, and locate their thread. The replacement is immediate and site-wide — homepage, FAQ, about page, contact page, every page.

Why It Matters

Disputes escalate when customers cannot find the right channel. They call a number that cannot help them, get frustrated, and feel that EEK is making the process deliberately difficult. The phone number replacement removes that frustration entirely. The channel is in front of them, every time they open the site, until the dispute is resolved.