Commission disputes are a headache. If you’ve ever managed sales comp, you know the drill: a rep says their payout’s wrong, you dig through spreadsheets, emails go back and forth, and nobody’s happy. If you’re using Spiff, you’ve got tools to automate a lot of that pain away—if you set things up right.
This guide is for admins, comp managers, and ops folks who want to create automated exception workflows in Spiff for handling commission disputes. I’ll walk through setup, what actually works, and what’s just window dressing. Let’s get right into it.
Why Automate Exception Workflows in Spiff?
First, let’s call it like it is: most “exception workflows” are just a fancy way of saying, “What if something goes wrong?” Automating this process in Spiff doesn’t mean you’ll never see disputes, but it can:
- Cut down on back-and-forth emails
- Give reps a clear, consistent way to flag issues
- Track and resolve disputes faster (with less drama)
- Keep a record of who said what, when
But don’t expect magic. You’ll still need a human in the loop for the really weird edge cases. Automation is for the 80%, not the 100%.
Step 1: Map Out Your Current Dispute Process
Before you build anything in Spiff, get brutally honest about how disputes happen today. Don’t just copy what you do in email—improve it.
Ask yourself: - Who can raise a dispute? (Just reps? Managers too?) - What info do you need to resolve it? (Deal ID? Screenshots?) - Who decides if the dispute is valid? - How do you track status? (Is it a spreadsheet, a Slack thread, or just “I remember”?)
Pro tip: Sketch this out on a whiteboard or paper. If you can’t explain your process to a new hire in one minute, it’s too complicated.
Step 2: Decide What Should Be Automated
Spiff’s automation is only as good as your process. Here’s what’s worth automating:
- Submission: Make it easy for reps to submit disputes from inside Spiff—no more “email comp team” nonsense.
- Notification: Auto-notify the right people when a dispute is filed.
- Tracking: Keep status (open, under review, resolved, rejected) visible to both rep and admin.
- Reminders: Nudge admins if disputes sit too long.
What not to automate: - Final judgment calls. Some things need a human. - Free-form explanations. Automation hates ambiguity. - Escalation beyond your comp team—keep it contained.
Step 3: Set Up Exception (Dispute) Workflows in Spiff
Now you’re ready to get your hands dirty. Spiff calls these “Exceptions” or “Exception Requests.” Here’s how to actually build the workflow:
3.1 Enable Exception Requests
- Head to your Spiff admin panel.
- Navigate to “Exceptions” or “Exception Requests.” (Spiff’s menu changes from time to time, but look for “Automation” or “Disputes.”)
- Toggle the feature on.
Heads up: If you don’t see this, your plan might not include it. Talk to your Spiff rep—sometimes this is hidden behind a paywall.
3.2 Define Your Exception Types
Don’t create a generic “Commission Dispute” bucket. Be specific. Common types:
- Missing deal
- Wrong rate
- Quota mismatch
- Credit not applied
- Other (but use sparingly)
Pro tip: Each type should map to a clear owner. For example, “Missing deal” might go to Sales Ops, “Wrong rate” to Comp Admin.
3.3 Build the Submission Form
The worst dispute forms ask for too much or too little. Here’s what works:
- Required fields: Deal/transaction ID, brief description, supporting evidence (file upload or link)
- Optional: Rep’s suggested fix
- Avoid: Huge open-text boxes. You’ll get essays.
In Spiff: - Use custom fields to collect what you need. - Set up conditional logic if possible—e.g., only show “Upload Document” if “Supporting Evidence” is selected.
3.4 Set Up Notifications
Spiff can notify via email, Slack, or in-app. Set up:
- Auto-confirmation to rep: “We got your dispute, here’s the ID.”
- Alert to dispute owner: (e.g., Comp Admin gets notified instantly)
- Weekly summary: For open disputes, so nothing falls through the cracks
Don’t overdo it. Too many notifications just get ignored.
3.5 Create Status Categories
You want reps to know where things stand. Typical statuses:
- Open: Just submitted
- In Review: Someone’s looking at it
- More Info Needed: Waiting on rep
- Resolved: Fixed, payout will be updated
- Rejected: With a reason
Set these up in Spiff’s workflow builder. Make it easy for admins to update status and leave a short note.
3.6 Assign Ownership and SLAs
- Default owner: Who gets each type of dispute?
- Backup: What if they’re on vacation? (Build in a fallback.)
- SLA: How long should each status last? (E.g., “All disputes reviewed within 3 business days.”)
Don’t get too fancy with SLAs unless you’re at a big org. But do hold someone accountable.
Step 4: Test the Workflow Before Going Live
Here’s where most people skip ahead and regret it. Don’t.
- Grab a few reps and a comp admin.
- Run through fake disputes for each exception type.
- Check: Are the right people notified? Can you track status? Does it make sense to a normal human?
- Fix what’s confusing or clunky.
Tip: Make it easy for reps to give feedback—this will save you headaches later.
Step 5: Roll Out to the Team (and Set Expectations)
No one reads long training docs. Here’s what actually works:
- Send a short email or Slack message with a GIF or screenshot: “To dispute a commission, click here.”
- Tell reps when they’ll get a response (and what to expect if they don’t).
- Remind them this isn’t a “get out of quota free” card—abusers get flagged.
- Make it clear that all disputes must go through Spiff, not email or Slack. If you don’t enforce this, your workflow falls apart.
Step 6: Keep Improving (but Don’t Overengineer)
Once things are running, check back in a month:
- Are certain dispute types always getting rejected? Maybe your comp plan needs clarity.
- Is one admin buried in exceptions? Spread the load.
- Are reps still bypassing the system? Figure out why—usually, it means the process is too slow or unclear.
Avoid the urge to add endless fields or automations. Start simple, then tweak based on real issues.
What Works (and What Doesn’t) with Spiff’s Exception Workflows
What Works
- Structured intake: Forces reps to give you what you need, upfront.
- Visibility: Everyone sees the status. Fewer “Did you get my email?” pings.
- Paper trail: Great for audit/compliance, or just remembering what happened last quarter.
What Doesn’t
- Edge cases: No automation will cover every weird scenario. Be ready for manual work sometimes.
- Too much automation: If you try to automate escalation, approvals, and messaging, you’ll end up with more confusion, not less.
- Ignoring feedback: If reps hate the process, they’ll go around it. Stay flexible.
Wrapping Up: Keep It Simple and Iterate
Automated exception workflows in Spiff can save you hours and a ton of frustration—if you keep them simple and focus on what actually helps your team. Don’t chase perfection. Start with the basics, keep the lines of communication open, and tweak as you go. The goal isn’t to eliminate every dispute (good luck), but to handle them faster, with less pain, and a little more sanity.
Got a process that works? Stick with it. And if it breaks, fix it fast. That’s how the real pros handle commissions.