Case management queue

Planned — placeholder

Operations oversight · /oversight/cases

Search/assign/escalate cases; SLA + Jira-sync state.

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

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.

Case management queue

→Case decision

→Review moderation queue