> For the complete documentation index, see [llms.txt](https://docs.podigee.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.podigee.com/documentation/grow-and-monetize/monetization/resolve-a-commercial-dispute.md).

# Resolve a commercial dispute

Resolve a delivery, billing, creative, or Marketplace claim with preserved evidence, a recorded decision, and an approved correction when money must move.

Use a reconciliation case in the Podigee Audio Video Ad Server when a buyer, publisher, teammate, or other partner questions a delivery, billing, creative, or Marketplace result. The dispute flow records the decision against the preserved evidence and keeps the original records and prior financial history unchanged.

## Before you start

Open or review the reconciliation case first. Check the two source records, the compared period, the metric definitions, the result differences, and the investigation history. The case must be in an investigation state before you can resolve the dispute.

Collect the explanation that a buyer, publisher, teammate, or auditor will need later. If money must move, an existing balanced correction entry must already be available. You cannot type a new amount or currency into the dispute form.

## Open the dispute decision

1. Open **Monetization > Evidence & Money**.
2. Select **View comparisons**.
3. Open the relevant case from **Comparison history**.
4. Select **Resolve a dispute**.

The page shows the preserved evidence and the decision form. Read the evidence before you choose an outcome. A dispute decision is an append-only record. It does not rewrite the report, delivery attempt, invoice, ledger entry, or other source.

![The current One Podigee Evidence & Money page provides the entry point for View comparisons and the trusted reporting context.](https://2032417310-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FbqUKO6lljHGzkEAzliPI%2Fuploads%2Fgit-blob-ab157f76d1c3f5f7be3a2d369de4c2995b42dd3b%2Fdoc-monetization-072-reports-overview.png?alt=media)

*Open the comparison case from Evidence & Money before you decide a commercial dispute.*

## Record a decision without moving money

Use this path when the claim needs a final outcome but no refund, credit, debit, reversal, or other correction is required.

1. In **Decision**, choose **Accepted**, **Partially accepted**, **Rejected**, or **Withdrawn**.
2. In **Why was this decision made?**, summarize the evidence and reasoning.
3. Select **Record dispute decision**.

The case becomes resolved and keeps the decision, explanation, authorizer, and outcome digest.

## Record a decision with a correction

Use this path when the dispute requires an approved financial correction.

1. In **Decision**, choose the final dispute outcome.
2. In **Correction entry**, choose one existing balanced adjustment, reversal, credit, or debit.
3. Confirm the displayed currency and amount. They come from the ledger entry and cannot be edited.
4. Explain why this exact correction resolves the dispute.
5. Complete the review rule shown on the page.
6. Select **Apply correction and resolve**.

The system checks that the correction references one exact ledger transaction, uses the same currency, includes the matching amount, balances to zero, and is an allowed correction type. This prevents a dispute decision from creating an unbalanced financial entry.

## Follow the review rule

The workspace policy determines what happens before a correction can be applied:

* **Review is optional** means the organization allows the correction without a separate reviewer.
* An individual workspace can confirm that it reviewed the exact correction.
* An independent review rule requires a reviewer to approve this exact dispute before the action is available.
* If the finance review rule is unavailable, restore it before applying the correction.

Select **Request review** when the page requires another reviewer. Select **Open review** to see the approval request. Approval for another case does not apply to this dispute.

## Check the resolved case

After resolution, check **Documented outcome**. It shows:

* the dispute decision;
* the financial effect;
* the correction entry, when one was used;
* the authorized person; and
* when the decision was resolved.

Use the case history and source tables when you need to explain the result. The source records and metric definitions remain the same as when the comparison started.

## Troubleshoot a dispute

| Situation                                       | What to check                                                                                                |
| ----------------------------------------------- | ------------------------------------------------------------------------------------------------------------ |
| **Resolve a dispute** is not available          | The case must be in investigation or action-required state and you need reconciliation permission.           |
| The outcome cannot be saved                     | Choose an outcome and write a clear explanation.                                                             |
| No correction entry is listed                   | Post a balanced eligible correction before resolving the dispute.                                            |
| The correction action is disabled               | Complete the required review or restore the active finance review rule.                                      |
| The amount or currency is not what you expected | Check the selected ledger entry. The dispute form cannot alter its amount or currency.                       |
| The dispute is already resolved                 | Read the documented outcome. Do not create a second correction for the same case.                            |
| A partner still questions the result            | Provide the preserved source records and metric definitions, or create an evidence package for verification. |

## Expected result

You have a resolved commercial dispute with a clear outcome, explanation, authorizer, and preserved evidence. If money moved, the record also contains the exact approved ledger correction and its review evidence. The original delivery, billing, creative, Marketplace, and analytics records remain intact.


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