Commission disputes

When a participant believes a delivered statement is wrong, they raise a dispute against it. In Bitta Commission a dispute is a governed review case with an owner, a due date, a full history and an optional payment hold that withholds only the disputed amount. You review cases on the Commission Disputes list and the Commission Dispute card. This page shows you how to raise, review, resolve and close a dispute, how to hold and release the disputed amount, and how to set response targets.

Before you start

• Switch on the Disputes module in Commission Feature Management. Switching it on creates a response SLA of 48 hours (24 for HIGH, 8 for URGENT) with manager escalation for every dispute category. While it is off, dispute commands stop with BAA-FEATURE-OFF. See Optional modules.
• A dispute is always raised against a statement in status Delivered or Disputed. See Earnings statements.
• Participants need access to their own participant record. Reviewers need a scope that lets them administer the participant. See Permission sets.

Raise a dispute (participant)

1. Open the delivered statement from Commission Statements.
2. Choose Submit dispute, or Save dispute draft to prepare the case first. Fill in Request a review on Commission Review Action and choose OK.

Field	What to enter
Statement line number	The snapshot line you dispute, or zero to dispute an explicit amount across the statement.
Review category	MISSING-CREDIT, WRONG-RECIPIENT, WRONG-SPLIT, SOURCE-VALUE, CLASSIFICATION, RATE, QUOTA, ELIGIBILITY, EARNING, ADJUSTMENT, PAYMENT or PLAN-INTERPRETATION.
Priority	LOW, NORMAL, HIGH or URGENT.
Amount to review	Selecting a line proposes its amount, which you can reduce. It cannot exceed the selected scope (BAA-DSP-AMOUNT-001).
Review note	An optional note. Only its SHA-256 hash is kept with the case.
Attachment reference, Attachment hash	An optional reference to a document in your controlled document store and the SHA-256 hash of its bytes.
Reason code	Proposed as PARTICIPANT-CLAIM.

3. The case opens on the Commission Dispute card. A submitted case is Open, and the first one marks the statement Disputed. A draft stays in Draft until you choose Submit draft.

If Statement Dispute Days in Commission Workflow Setup has passed, submission stops with BAA-DSP-DEADLINE-001.

Review and resolve a dispute

Reviewers start from Commission Disputes, which lists each case in scope with its Status, Overdue flag, Priority Code, Category Code, Due At, Requested Amount and Scoped Hold Amount.

1. Open an Open case and choose Assign review. Select the Owner user name and confirm Due at, which is proposed from the dispute SLA of the category and priority. The case moves to Investigating.

2. Use the Review actions. Each asks for a reason code and is recorded in Review history:
   • Wait for participant or Wait for company when you need information, then Resume investigation.
   • Resolve without adjustment when the statement is correct.
   • Deny dispute when the claim is rejected.

3. For any other outcome, choose Resolve with resolution type and enter the Resolution type, the Correction document no. when the type is financial, and a reason code.

4. After a decision, choose Close review to close a Resolved, Accepted or Denied case.

Resolution type	Result
EXPLANATION-ONLY, PLAN-CLARIFICATION, NO-CHANGE	Resolved without a financial change.
DATA-CORRECTION	Routed to a correction request.
CREDIT-TRANSFER, EARNING-ADJUSTMENT	Routed to a manual correction.
PAYMENT-ADJUSTMENT	Routed to an off-cycle settlement.

For a financial type, create the correction document first and enter its number in Correction document no.. The dispute never changes an amount itself. The case becomes Pending Approval, or Accepted if the document is already complete. Later choose Check routed correction: a completed correction moves the case to Accepted, a cancelled or failed one returns it to Investigating, and one still in progress stops with BAA-DSP-RESOLVE-004. See Commission returns.

The participant can Appeal a Resolved or Denied case once, within Dispute Appeal Days. A reviewer then chooses Reopen appealed case or Deny dispute. The participant can also Withdraw a draft or active case.

Payment holds

A payment hold keeps the disputed amount out of payment while the case is open, without stopping the rest of the participant's pay.

1. On an active case, choose Apply payment hold.
2. Enter Amount to hold and a reason code, and choose OK. The app moves exactly that amount from Payable to Held on the frozen settlement lines behind the statement. Scoped Hold Amount shows what is withheld.

3. Choose Release payment hold to return the held amount to Payable.

A hold can stay in place while a routed correction is Pending Approval, but you must release it before you resolve, deny, close or withdraw the case. A hold stops with BAA-DSP-HOLD-OUTPUT-001 while an affected payroll output awaits acknowledgement. If Hold Whole Statement is on in Commission Workflow Setup, reviewers use Hold whole statement instead, which withholds the whole statement payable for the case.

Dispute statuses

Status	Meaning
Draft	Saved, not yet submitted.
Open	Submitted and waiting for an owner.
Investigating	Assigned and under review.
Waiting for Participant, Waiting for Company	Paused for information.
Pending Approval	A routed correction is being approved or processed.
Resolved, Accepted, Denied	Decided. Accepted means the routed correction completed.
Appealed	The participant appealed the decision.
Closed, Withdrawn	Finished.

A statement cannot be accepted or recorded as paid while any case on it is Open, Investigating, Waiting, Pending Approval or Appealed.

Response targets and escalation

Open Commission Dispute SLAs, also reachable from Dispute SLAs on Commission Workflow Setup.

Field	What it does
Response Hours	Hours from assignment to the due date for NORMAL and LOW priority.
High Priority Hours, Urgent Priority Hours	Hours for HIGH and URGENT cases. Zero uses Response Hours.
Escalate To Manager	Escalates overdue cases in this category to the participant's manager.

On Commission Workflow Setup, Default Dispute SLA Hours (48 by default) applies when a category has no SLA row, and Escalate Overdue Disputes switches escalation on. Escalation runs from the workflow deadline job: Create deadline job creates its hourly job queue entry on hold, for you to activate.

When the AI plan drafting module is on and the inquiry consent is accepted, the card's Ask about this dispute action drafts a labeled answer about the case status, amounts or next step from allowlisted, redacted fields. The draft never changes the dispute. See AI plan assistant.

For the reports that cover disputes, see Commission reports.

What's next

Recover commission that corrections take back: Commission clawbacks.