Case management queue

Planned — placeholder

Operations oversight · /oversight/cases

What will live hereSearch/assign/escalate cases; SLA + Jira-sync state.

References

Sitemap

MKT-CAS-007MKT-CAS-015

WBS

9.11

SOW

§33–35§45–50

How this step works

SIPOC

Who supplies this step, what it needs, what it does, what it produces, and who uses the result. Suppliers and customers are links — follow them to walk the workflow, including into the consumer and merchant apps.

SuppliersWhere the work comes from

Open a delivery-issue case· Consumer app

Order oversight (cross-merchant)

Support case system (Jira)· outside the apps

InputsWhat this step needs to do its job

Cases raised by shoppers
Merchant responses and their deadlines
Evidence attached

ProcessWhat happens here, in order

List cases by urgency and how close they are to breaching
Show whether the merchant has responded
Assign a case to whoever will decide it

OutputsWhat this step produces

A prioritised, assigned case queue

CustomersWho uses that output next

Case decision

How this step works

Where this fits

Resolve an escalation

Case management queue

→Case decision

→Review moderation queue

More in Operations oversight

Inventory visibility (cross-merchant)Built

Order oversight (cross-merchant)Built

Returns & refunds oversightBuilt

Case decision

Review moderation queueBuilt

Compliance dashboardBuilt

This placeholder will be replaced in place when the screen ships.