Nobody enjoys a compensation dispute—least of all the people handling them. If you’re in sales operations, HR, or comp admin, you know how quickly things get messy: emails fly, spreadsheets multiply, and everyone’s annoyed. You need a way to track, resolve, and document disputes without losing your mind (or your weekend). That’s where Varicent workflows come in. But let’s be real: the tool’s only as good as the process you build.
Here’s how to actually use Varicent to handle comp disputes without letting things spiral. No fluff, just a practical walkthrough.
1. Get Your Workflow Foundations Right
Before you even open Varicent, nail down the basics:
- Who can dispute? Is it just reps, or their managers too?
- What’s eligible? Are you handling quota issues, payout errors, or everything?
- Who resolves what? Is it a comp admin, finance, or someone else?
Pro tip: Write this out. Seriously. You’ll save hours later if you’re clear on ownership and scope.
What to set up in Varicent
- User permissions: Make sure only the right people can see or submit disputes.
- Dispute categories: Set clear, simple types (e.g., “Missing Deal,” “Rate Error,” “Territory Issue”).
- Response deadlines: Don’t leave things open forever. Give each step a timeline.
What doesn’t work:
Leaving this vague and hoping people “figure it out.” You’ll end up mediating fights over process instead of fixing pay.
2. Map Out Your Workflow (On Paper First)
Varicent’s workflow builder is powerful, but it’s easy to overcomplicate things. Start with a sketch:
- Submission: Who fills it out? What info do they need to provide?
- Review: Who checks if it’s legit?
- Resolution: Who can actually fix the problem?
- Communication: How does the submitter know what’s happening?
- Closure: How is it marked as done?
Don’t: Build a workflow with 15 approval steps. Nobody wants that.
Do:
- Limit steps to what actually happens.
- Include a notification at each major step.
- Decide what counts as “resolved”—a simple status update, or do you need a digital paper trail?
3. Build Your Workflow in Varicent
Now you’re ready to use Varicent’s workflow builder for real:
Step-by-step
a. Create a Dispute Submission Form
- Use clear fields: rep name, deal/period in question, type of dispute, description, attachments.
- Make required fields obvious. If it’s not required, people will skip it—guaranteed.
- Add a field for “desired outcome.” You’ll cut down on back-and-forth.
b. Set Up Routing Rules
- Route disputes to the right person/team automatically based on dispute type or territory.
- Set up alerts so nothing sits in a black hole.
- Avoid “review by committee.” One person should own the next step.
c. Define SLAs (Service Level Agreements)
- Set time limits for each step—e.g., reviewer has 3 business days to respond.
- Use reminders for pending items.
- Escalate automatically if deadlines are missed.
d. Build Status Updates and Notifications
- Every time the status changes (submitted, in review, needs info, resolved), notify the person who submitted.
- Allow comments so you can ask for more info without jumping into email.
e. Close the Loop
- When resolved, mark as closed and capture the resolution for audit purposes.
- Send a summary to the person who submitted—and their manager, if needed.
What works:
Single-threaded ownership, clear status at every step, and automated reminders.
What doesn’t:
Overly complex forms, approval chains that need five signatures, or manual email updates.
4. Communicate the Process (and Actually Stick to It)
A fancy workflow doesn’t mean much if nobody knows how to use it. Once you’ve built your Varicent workflow:
- Announce it: Send a short, plain-English guide to your teams. Screenshots help.
- Train the managers: They’re the ones fielding questions and calming nerves. If they don’t get it, nobody will.
- Document exceptions: If certain disputes need special handling, write it down. Don’t wing it.
Pro tip:
If you’re getting lots of “how do I submit a dispute?” emails, your process isn’t as clear as you think. Simplify.
5. Monitor, Measure, and Tweak
Workflows are never perfect out of the gate. Watch for:
- Bottlenecks: Are disputes piling up at one step? Check your routing and SLAs.
- Repeat issues: If the same dispute type keeps popping up, fix the root cause (usually comp plan confusion or data entry errors).
- Feedback: Ask users what’s annoying or unclear, then update the process.
What to Ignore
- Endless customization requests. Focus on the 80% of disputes that follow the same path.
- Fancy dashboarding before you even have data. Start simple.
Common Mistakes (and How to Dodge Them)
1. Overengineering
If you need a user manual to explain your workflow, it’s too complicated. Stick to the basics and build up only if you need to.
2. Letting Disputes Linger
Nothing kills trust like slow responses. Use Varicent’s automation to keep things moving—even if it’s just a “hey, we’re still looking into this” update.
3. Lack of Transparency
People want to know where their dispute stands. Make sure your workflow pushes status updates automatically. Don’t make people chase you for info.
4. Ignoring the Paper Trail
You’ll need documentation later—especially if the dispute is serious. Make sure everything (decisions, communications, attachments) is logged in the workflow.
Real-World Tips
- Start with a pilot: Roll out the workflow to a small group first. You’ll discover blind spots without making everyone miserable.
- Keep language simple: No jargon in forms or notifications. If your sales reps can’t understand it, rewrite it.
- Review quarterly: Comp plans change. So do dispute trends. Adjust your workflow every few months.
Wrapping Up
Comp disputes are never fun, but they don’t have to wreck your day (or your reputation). With Varicent workflows, focus on a process that’s dead simple, well-communicated, and easy to tweak. Skip the bells and whistles. Start with the basics, fix the obvious pain points, and keep iterating. The less time you spend untangling disputes, the more time you have for everything else—like getting people paid right the first time.