On customer N’s request. The order was indeed
never delivered: according to the order system the shipment status has not changed for
five days. Payment was received in full, with no deductions. The refund is justified,
so I put it up for your approval — you granted it, and the money is being returned.
Who did what
Operations reconstructed the facts of the order, Finance confirmed the payment and
the absence of deductions, Support drafted the reply to the customer. All three parts
were checked against the definition of done.
What needed your decision
Only the refund — under the rules that is an action with financial consequences, so
it does not run without confirmation. Gathering the data and drafting the reply went
ahead without waiting.
Problem found
The failed delivery is not a one-off: over the same period the status stalled on
several more orders on the same route. That looks like a problem in the process, not
one customer’s bad luck.
What I propose
Two options: audit the dispatch process in Operations, or add an early-warning rule
so orders like this surface before the customer complains. The decision is yours — I
will prepare the detail on whichever you pick.
The same set of events, without call identifiers or token counts: what happened, who
worked on it, where your decision was needed and what is worth fixing. The technical
detail is not lost — it stays in the journal for whoever needs it.