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Dispute Workflow

Deal Discussion threads are the right tool when reps need to ask questions or dispute a deal's commission and you want the resolution captured on the deal.

Before marking a dispute resolved, decide whether the fix is a data correction (override/import), a plan change, a split update, or an adjustment. Verify by checking the deal's Calculation view after the change and closing the thread with a short summary.

When to use this

  • Reps need a place to ask questions or dispute a deal’s commission.
  • Managers need an auditable discussion trail tied to a deal.
  • You want disputes to be resolved with clear before/after evidence.

Core8 provides a Deal Discussion thread per deal:

  • keeps context (deal name, customer, amount, plan context)
  • supports replies and resolution states
  • tracks unread and unresolved counts
Deal chat sidebar
Deal chat sidebar

How to open a dispute

  1. Go to Commission → Dashboard.
  2. On the deal row, click the discussion (chat) icon.
  3. Post the dispute question (include what you expected and why).

Resolve a dispute

Once the underlying issue is fixed (plan change, variable correction, split update, etc.):

  • mark the message(s) as resolved (so the thread stops showing as unresolved)
  • optionally add a final note summarizing what changed

Tips for clean resolution

  • Link the dispute to a concrete change (variable edit, plan assignment, split, or manual adjustment).
  • If the dispute results in a payout correction, record it via the normal paid/unpaid workflow.

How to verify

  1. Make the underlying change (override/import, plan edit + approval, split update, or adjustment).
  2. Re-open the deal and confirm the Calculation view reflects the expected result.
  3. Add a final message that summarizes what changed and why.
  4. Mark the thread as resolved so it no longer shows up as unresolved.

Common gotchas

  • Decide (and document) which date anchors the behavior: booking date vs invoice date vs payment date.
  • If the pattern depends on fields from an integration, confirm those fields actually exist in Data Hub and aren’t overridden.
  • Test with a tiny set of deals first, then expand—patterns often “work” but break on edge cases like refunds, partial payments, or split deals.