Resolve exceptions with the full order in view.
Bring payment, order and fulfilment evidence into one case. Build a commerce worker to prepare the next step while keeping refunds and other financial actions inside agreed limits.
- 01
Order exception
Identify the conflicting transaction state.
- 02
Evidence review
Compare payment, delivery and policy.
- 03
Authorised remedy
Route the proposed action for approval.
Process context
Reconstruct the transaction once.
A disputed charge may span a payment provider, warehouse and customer conversation. Map those sources into the case so the reviewer can see what agrees, what conflicts and what is missing.
- Payment and settlement records
- Order and delivery history
- Customer communication
- Refund and dispute policy
Control boundary
Keep financial decisions with their owner.
For a refund workflow, define eligibility, value limits and the required approver. Pause when payment and delivery records disagree; keep the unresolved issue with the proposed remedy.
- Check eligibility and prior remedies
- Escalate conflicting records
- Approve within value limits
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Related solutions and resources
Bring the process. We’ll map the next step.
Start with the process owner and a description of the difficult cases. We will assess the evidence, systems and approvals a first worker would need.
Assess a process