At a Glance
- Review every credit memo in the portal before it is applied
- Approve, approve a specific amount, or decline — with a reason and documentation
- Credit memos cover returns, expired or destroyed product, co-marketing, and aging markdowns
- Decline a memo and it's recorded with your reason; the retailer is notified and can reopen it
- ShelfiQ can approve, adjust, or decline credit memos with you via chat
How the Vendor Dispute and Credit Memo Process Works
When a retailer issues a credit memo through ShelfSpace — for a return, expired or destroyed product, a co-marketing deduction, or an aging markdown — it's sent to your vendor portal for review. No vendor dispute or credit memo is applied to your account without your knowledge. You always have the chance to review the details and respond before the credit hits your next payment.
This process is part of our credit recovery system. It keeps both sides honest and ensures every deduction is documented, transparent, and agreed upon.
What a Credit Memo Contains
Each credit memo in your portal includes:
- Retailer — which dispensary issued the credit
- Reason category — Return, Expiration/Destruction, Co-marketing, or Aging markdown
- Line items — specific products, quantities, and amounts
- Supporting documents — photos, Metrc manifests, or other evidence the retailer attached
- Total credit amount — the sum that would be deducted from your next payment
- Status — Pending Review, Approved, Declined, Applied, or Voided
Accepting a Credit Memo
If the credit looks correct, click Approve. The credit is then queued and applied against your next settlement or payment. Once applied, it appears in your payment history as a deduction with a link back to the original memo.
Approving a Specific Amount, or Declining
If you don't agree with the full amount, you have two options besides approving outright:
- Approve a specific amount — reply "Approve $X" with the figure you agree to. The memo is adjusted down to that amount and approved in one step, and the retailer is notified. There's no back-and-forth.
- Decline — decline the memo, or a single line, with a written reason and any supporting documentation (invoices, delivery receipts, photos). Your decline is recorded, the retailer is notified, and they can reopen the conversation.
A declined memo or line is not applied to your payments while it's open. See Approval Process for the full lifecycle.
Using ShelfiQ for Credit Memos
You can also manage credit memos through ShelfiQ, our AI assistant. Ask "Show me pending credit memos" to see what needs your attention. You can approve, approve a specific amount, or decline directly in the chat — ShelfiQ handles the action and confirms the result.
Why You'll Hear From Us
You have 10 calendar days from delivery to respond — approve, approve a specific amount, or decline, by email or in your portal. ShelfiQ answers your questions and sends reminders before the deadline. If you don't respond in that window, the documented credits (customer returns, product destruction, and any co-marketing you pre-approved through a promotion) move forward without further chasing — applied automatically if the retailer has set your account to auto-approve on silence, or staged for their one-click approval otherwise; co-marketing you never pre-approved still needs your explicit agreement. This only applies to memos actually delivered to you, and you keep 60 days after a credit is applied to dispute it. See the retailer-side approval workflow for the full lifecycle.