BlackOakAdmin
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Case decision

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Operations oversight · /oversight/cases/:caseId

Approve/deny resolution, trigger refund.

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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
InputsWhat this step needs to do its job
  • The case, its history and evidence
  • The merchant’s response
  • The remedy policy
ProcessWhat happens here, in order
  1. Weigh the evidence from shopper and merchant
  2. Decide the remedy — refund, replacement, or no action — with a reason
  3. Instruct the refund and close the case
OutputsWhat this step produces
  • A case decision and its reason
  • A refund or replacement instruction
CustomersWho uses that output next
BlackOak Commerce· outside the apps
Case detail· Consumer app
Merchant case response· Merchant app
Support case system (Jira)· outside the apps

Where this fits

The workflows this step belongs to. The current step is highlighted.
Resolve an escalationDecide disputes a shopper and merchant could not settle between them.