Dispute & recovery workflow

The dispute & recovery workflow turns an underpaid or missing commission — or a chargeback — into a tracked recovery item your team works through to resolution. It’s an enterprise feature, turned on per account.

How it works

Each recovery item moves through a simple lifecycle:

Open → In progress → Recovered (or Written off)

Recovered and Written off are final, so a resolved item isn’t accidentally reopened. Every change is recorded, so you have a clear history of who did what and when.

What each item tracks

A recovery item captures what’s owed: a short title, the amount, who it’s assigned to, free-text notes, and where it came from (a commission shortfall, a chargeback, or added manually). You can also link it to the relevant carrier, period, and member or policy for context.

The amount can be negative — for example when you’re disputing an incorrect clawback or chargeback, where the figure under dispute is money the carrier took back. Negative amounts display in accounting style, e.g. ($500.00).

Creating a dispute

There are two ways to open one:

• Custom (any amount). From the Disputes tab, open a recovery item for any amount — a period’s owed rollup, a flagged shortfall, or a negative clawback — and optionally assign it to a teammate. Use this for anything that isn’t a single chargeback line.
• One-click from a chargeback. On the Chargebacks page, each line has a small flag icon. Click it to create a dispute from that chargeback automatically — the disputed figure is the clawed-back amount as a negative, linked to that member, policy, and period. The new dispute also surfaces under Linked disputes on the member’s (or policy’s) journey, and the action is recorded in the audit trail.

One open dispute per chargeback. If a chargeback already has an open dispute, its flag turns solid red and links to the existing item instead of creating a duplicate — so a chargeback is only ever filed once while it’s being worked.

Assigning

Give any unassigned item an owner with the Assign button on its row: enter the teammate’s email and it’s saved to the dispute. This is handy for the one-click chargeback disputes, which start without an assignee.

In the app

When enabled, a Disputes tab appears in the top navigation. The worklist shows each item’s status, amount, period, source, and assignee, with quick actions to advance the status, add notes, assign an owner, or open a new recovery item. Outstanding and recovered totals are summarized at the top so you can see what’s still owed at a glance.

The dispute & recovery workflow is an app-only capability — it isn’t part of the public API or SDKs.

Turning it on

It’s off by default — contact CommissionSight to enable the dispute & recovery workflow for your account.