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Managing Disputes and Inquiries

Objective

After completing this lesson, you will be able to configure a dispute template

Managing Disputes and Inquiries

The Disputes feature streamlines and automates the resolution of disputes and inquiries between payees and the compensation administrator. Payees can submit inquiries either in the Incentive Management Portal or in a report or dashboard. These initiate a workflow that is visible at all stages.

The Disputes feature includes a set of preconfigured templates, and the administrator can create new templates and configure customized workflows.

The benefits of Dispute Management include:

Streamlined the disputes process
Transparency of dispute status to all parties
Customizable in a graphical user interface

How Disputes Work

If the payee suspects an error in their compensation payment, they can submit a dispute electronically. Once they submit the dispute their direct manager or other approver is notified.

The manager can either, approve, reject, or request more information before sending it on to the compensation team for resolution. At any point in the process, the payee can see the status of the dispute in the Incentive Management Portal, and the administrator can view existing disputes in the Disputes Tracking workspace.

Before payees can submit disputes, at least one dispute template should be configured. The system contains a number of templates by default, and administrators can customize an existing template or create new templates if needed.

The Dispute Workflow

The dispute workflow is similar to the document distribution workflow, but with a bottom-up structure optimized to allow a payee to submit a dispute for delivery to the compensation team. Optionally, management approval can be added to the workflow.

Reason Codes

When a payee submits a dispute, a Reason for Request field allows them to select from a pick list of options for the dispute. When customizing a dispute template, an administrator can customize this list using the Reason Codes section of the template.

Custom Attributes

The administrator can add custom attributes as fields on the dispute form and indicate whether the field is required. Custom attributes can be generic, number, date, or Boolean.

Viewing and Resolving Disputes

Payees can submit a dispute by logging in to the Sales Performance Management portal and navigating to the Disputes page. To add a dispute, click the Add (+) icon.

Depending on the workflow settings, the dispute is routed to an approver or directly to the resolver.

Exercise: Create a Dispute Template

Business Example

In this exercise, you will create a customized Dispute form that payees can use to submit a dispute. You will then proxy as Celia Bates to simulate a new dispute.

ExerciseStart Exercise

Steps

Create a New Dispute Template.
1. From the Plan Communicator menu, select Disputes.
2. Select the Create icon.
3. Name the template My Dispute.
4. Select BikesInMotion for the Business Unit.
5. In the Workflow Settings section, select your name in the Resolver field.
6. In the Reason Code Configuration section:
  - Type Missing Bonus Amount in the Code column in the Reason Code Configuration section.
  - In the second code field, type Incorrect Bonus Amount.
  - Scroll to the top of the page and click Next.
  - Add a custom field called Employee ID to this Dispute form.
    - Click the box under the Active column for the Generic Attribute 1 row
    - Type Employee ID in the Custom Value field column.
    - Click the box under the Required column.
    - Click Save.
Proxy as Amy Whitton.
1. Use the Application Picker in the upper right to switch from Incentive Management Admin to Incentive Management Portal.
2. Click the User menu and select Proxy As.
3. Select Amy Whitton (PA-1121).
4. Select Proxy.
Submit a Dispute on behalf of Amy Whitton.
1. Select Disputes from the menu on the left.
2. Select the Create icon.
3. From the Inquiry Type menu, select My Dispute.
4. Complete the rest of the form and select Create.
Resolve the Dispute
1. From the User menu, select Exit Proxy.
2. Select Disputes from the navigator on the left.
3. Select the dispute in the list.
4. Select the Resolve link.
5. Add a short comment and select OK.

Best Practices for Dispute Resolution

Encourage payees to view the most recent dashboard before submitting a dispute to ensure they have the most current information.
Encourage payees to attach documentation to their dispute that supports the reason for their dispute.
Add as many custom fields as needed to the dispute form templates, in order to gather as much data necessary to accurately process the dispute and reduce the amount of back and forth with the payee.

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