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.For example, disputes for retailers like UNFI follow an email-based workflow, so there is no need to switch to platforms like the UNFI Dispute Center.
Starting a Dispute
Open the deduction you want to dispute.
Click Start Dispute.
Ensure you select the main invoice line (not sub-lines or adjustments) before initiating the dispute.
Complete the dispute form by specifying the amount and reason for the dispute. Double-check all details before submitting.
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.If the interface changes, focus on locating the main invoice line and using the "Dispute" action from there to proceed.
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.
Pending Decision: The dispute has been submitted to the retailer and is awaiting their decision. Confido monitors the portal and pulls in status updates as they happen.
Awaiting Repay: The retailer has approved the dispute. The repayment has been confirmed but has not yet appeared on a remittance.
Denied: The retailer has rejected the dispute. The denial reason will be visible in the timeline. You may choose to re-dispute with additional evidence.
Repaid: The retailer has issued the repayment and Confido has matched it to the original dispute. The recovery is recorded in your financials.
Closed: The dispute has been finalized with no further action possible. This may occur after a final denial, expiration of the dispute window, or a manual close.
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.