Audience: PMO, Ops, Finance, Support, QA
Outcomes: Early risk detection; fewer escalations; confidence in E2E flows
Dashboards
Pipeline: Open → AwaitingEvidence → UnderReview → Resolved
Median time to resolution (by category)
On-time milestone rate (trend)
Refund/chargeback ratios (by rail/counterparty)
Reputation trajectory with event annotations
Alerts
Dispute volume spike > X/day
Evidence SLA missed
Reputation drop > 5 points/week
Chargeback ratio > threshold
Troubleshooting (quick fixes)
“Order not found” → Verify org context and
orderIdDuplicate dispute → Only one active dispute per order; attach to existing
File rejected → Size/type issue; convert/compress; re-upload
Counterparty silent → Reminder; after SLA, decide on available evidence
No email notifications → Template enabled? spam? event logs?
Cannot resolve → Not Admin/Owner; escalate to Owner/Neutral Admin
QA test plan (pre-launch)
Happy paths: Open → both upload evidence → Admin resolves → ledger + invoices accurate → reputation delta applied + visible; Appeal with new evidence → uphold/overturn → new delta.
Negative paths: Oversized file blocked; late evidence ignored; duplicate events processed once; reputation recalculation stable on day boundary.
Observability: Dashboards show counts + medians; alerts fire on SLA miss/spike.
Runbook: incidents
Evidence lost/corrupted: verify store; restore from backup; extend SLA; post-mortem with remediation
Dispute spike from one counterparty: require Neutral Admin; increase deposit %; review reputation log and communicate improvement path