Lesson 5.5 - Client Order Dispute Simulation¶
“The Client Says the Stop Loss Was Wrong”¶
A client claims a stop loss was executed at an unfair price and sends a screenshot. A screenshot alone is not enough. The Desk needs order records, tick sequence, Bid/Ask side, trigger condition, market context and execution result.
| Order Type | Relevant Trigger Side |
|---|---|
| Buy position stop loss | Bid |
| Sell position stop loss | Ask |
| Buy stop pending order | Ask |
| Sell stop pending order | Bid |
For an XAUUSD buy position, the client chart appears not to touch the stop. Tick data shows the Bid reached the stop during a spread expansion before news. The Desk should explain verified trigger-side facts and use approved wording for any client response.
Case ID:
Client account:
Order / deal ID:
Order type:
Configured SL/TP:
Relevant Bid/Ask ticks:
Trigger timestamp:
Market context:
Execution result:
Internal conclusion:
Shift Leader / follow-up / escalation:
Practical Scenario: Stop-Loss Dispute During News¶
Scenario
After a high-impact release, a client disputes an XAUUSD stop-loss execution. The client screenshot does not show the stop level being touched. At the same time, spread widened and ticks moved quickly.
What to Check
- Order ID, order type, position side and configured SL / TP.
- Relevant Bid / Ask tick sequence at the trigger timestamp.
- Platform order record, execution result and server time.
- Quote-source and Client Terminal chart context.
- Spread behavior, market event timing and whether other orders were affected.
- Whether the case needs a client-dispute review or Incident record.
Common Mistake
Using a screenshot or a single chart view as the final proof.
Correct Handling
Confirm the correct trigger side first, then compare tick data, server records and market context. Keep the response factual and use approved client-facing wording.
Escalation Trigger
Escalate when tick evidence is incomplete, the chart shows a possible abnormal spike, multiple clients are affected, or the order result may require formal client-dispute handling.
Key Takeaway
Order disputes require timestamped platform evidence and correct trigger-side logic. Screenshots alone are insufficient.
Completion Criteria¶
- Can explain the key risk or operational objective of this lesson
- Can identify the required systems, data, or evidence to review
- Can describe the correct escalation or handling process
- Has completed Shift Leader / follow-up review or practical confirmation