Handling a disputed commission
When an agent believes a commission is wrong, the answer is not to quietly edit the figure. Ustawi handles a disputed commission through a review-and-adjustment path, so any correction is deliberate, attributable and traceable back to the disbursement it came from.
Where disputes come from
Because commission is derived from a disbursed loan and its attribution, most disputes trace back to that chain: which agent sourced the lead, whether the loan actually disbursed, or which rule should have applied. Starting from the underlying event, rather than the number, is usually what resolves the disagreement.
The review and adjustment workflow
- 1Raise the disputeThe commission in question is flagged for review rather than changed on the spot, so the original calculation stays visible.
- 2Review the basisCheck the disbursement, the attributed agent and the rule applied. This is where a genuine error — wrong attribution, wrong rule, or a loan that did not actually disburse — is identified.
- 3Adjust if warrantedIf the review finds an error, an adjustment is made to correct the commission. If the original figure was right, the dispute is closed without change.
Why it is done this way
Handling the correction as a reviewed adjustment rather than a silent edit keeps the history intact: what was originally calculated, what was disputed, and what the outcome was all remain on record. That protects both the agent and the institution if the figure is questioned again later.
If a loan's servicing officer changes mid-life, confirm how future performance is attributed at that point — reassignment is where forward attribution is set, which can head off a later commission dispute.