How Manual Disputes Work in Confido
Confido supports two approaches to disputing deductions: Auto Disputes (fully automated for supported retailers) and Manual Disputes, where your team initiates and manages each dispute yourself. This article walks through how the Manual Disputes workflow works in Confido, regardless of whether the retailer portal is one Confido can submit to directly.
Starting a Dispute
Open the deduction you want to dispute.
Click Start Dispute.
This works the same way no matter which retailer or distributor the deduction is from. Clicking Start Dispute moves the deduction into the Disputes module, where you can track it going forward.
Dispute Statuses
Incomplete: The dispute has been started but hasn't been submitted yet. This is also where disputes sit while your team is gathering documentation.
Submitted: The dispute has been submitted to the retailer — either by Confido directly (for supported portals) or manually by your team (for portals Confido doesn't submit to).
Approved: The retailer has approved the dispute.
Archived: The dispute has been closed out.
Notifications & Ownership
Confido does not automatically notify anyone when a dispute is created or needs action. If you tag a teammate (e.g., "@Jane") in a comment on a deduction, they will get notified. We recommend building this into your internal process.
Repayment Handling
Confido monitors incoming repayments and automatically matches them back to the original dispute (based on invoice number). For F&O customers, repayments are posted as a free-text invoice tied to the GL account you indicate at the time of posting.