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Flag Invoice Lines for Sales Review or Dispute 2.0

When processing deductions in the Deductions Reconciliation Module (DRM), some invoice lines cannot be immediately resolved — either because a matching promotion hasn't been found yet, or because the line appears invalid and needs to be challenged. Vividly provides two flagging options to handle these cases: Sales Review and Dispute.

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Both flags place the line in Pending status and log it in the Miss Log so nothing falls through the cracks while you wait for resolution.

Sales Review vs. Dispute — Which to Use

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  • Sales Review: Use when you cannot find a matching promotion and need the responsible salesperson to review the line and enter one. The flag routes the item directly to a team member inside Vividly.

  • Dispute: Use when the invoice line appears invalid and you intend to formally challenge it with the retailer or distributor. The line stays in Pending status until you receive resolution from the other party.

Note: Do not flag post audits, intro allowances, or freight allowances as Dispute. Route these items to Sales Review instead.

Follow your company’s dispute timelines and do not flag items outside the retailer/distributor dispute window.

When disputing an entire invoice, include any related admin fees in the dispute amount. For example, if an invoice totals $1,100 and includes $900 in slotting fees plus $200 in admin fees, and the full slotting charge is being disputed, the associated $200 admin fee should also be included in the dispute amount.

How to Flag a Line for Sales Review

  1. Within the transaction, go to the Invoice Lines section and check the checkbox next to the line you want to flag for Sales Review.

  2. Click the "Flag for Sales Review" button on the action bar.

  3. In the comment field, tag the responsible salesperson and enter a message describing the issue.

  4. Click "Submit."

The salesperson will receive a email notification with a link that takes them directly to the Sales Review log. The invoice line is now in Pending status and flagged as Sales Review.

Click here to review how to manage the Miss Log and resolve flagged items. 

How to Flag a Line for Dispute

  1. Within the transaction, go to the Invoice Lines section and check the checkbox next to the line you want to flag for Disputed.

  2. Click the "Flag for Dispute" button.

  3. In the comment field, tag the responsible team member(s) to investigate and include a message describing the reason the item was flagged.

  4. Click "Submit."

The line is now in Pending status, flagged as Dispute. It will remain in this status until you receive a response from the retailer or distributor.

Note: Flagging an item as Dispute is simply a way to segregate it for investigation. Once flagged, follow your company’s internal dispute process and timelines.

Click here to review How to Dispute & Recover Invalid Deductions. 

Vividly also offers dispute management services that can handle disputes on your behalf. Contact your Customer Success Manager or email support@govividly.com to learn more about Vividly Dispute Services and how to add them to your subscription.

Resolving a Dispute

Once a response is received from the retailer or distributor, there are two possible outcomes:

1. If the dispute is won — If a repayment is issued, offset the original deduction against the repayment.

Click here to review how to resolve repayments and process offsets.

2. If the dispute is lost — If the retailer or distributor confirms the deduction is valid and no repayment will be issued, resolve the disputed line by writing it off to the appropriate GL account or matching it to a promotion if applicable. 

  1. Check the checkbox next to the disputed invoice line.
  2. Click Write Off.
  3. Select the appropriate Write Off Fund Type from the dropdown (for example: Shortage, Other, Terms Discount, Admin Fees, etc.).
  4. Enter a required comment explaining the write-off decision.
  5. Click Submit → Confirm

The line is cleared to the associated GL account for that fund type. The open amount becomes zero. Once all lines on the deduction are resolved, the deduction shows a zero open balance and moves to Resolved status on the DRM homepage.

The Miss Log — Tracking All Flagged Items

All lines flagged for Sales Review or Dispute are collected in the Miss Log — a centralized view that helps you track outstanding items without having to search individual transactions.

To access the Miss Log:

  1. Go to Business → Deductions Reconciliation 2.0.

  2. Click "View Miss Log"

Review this log regularly to ensure flagged items are being followed up on and resolved promptly.

 

Troubleshooting

Problem: The Salesperson Was Notified But The Line Hasn't Been Updated

Likely cause: The salesperson may not have seen the notification or hasn't created the promotion yet.

Fix: Follow up directly with the salesperson and check the Miss Log for outstanding Sales Review items.

Problem: A Line Was Incorrectly Flagged As Dispute Instead Of Sales Review

Likely cause: Incorrect flag type selected.

Fix: Void the flag and re-flag the line using the correct option. Contact support if you're unable to void.

Problem: The Deduction Still Shows An Open Balance After Resolving All Lines

Likely cause: One or more lines may still be in Pending status.

Fix: Check all invoice lines on the transaction and confirm each has a Clear, Write Off, or resolved status with zero open amount.