who gave what away
Every concession,on the record.
A note on the conversation for the team, and an exportable log for finance, both written by the same step that performs the action.
the problem today
Money moves in one place.The reason lives in another.
Refunds happen in Seller Center. The reason lives in an Intercom thread. Finance sees neither together.
A manager sees the on-time rate after it has slipped, not before.
And nobody can say which agent gave away the most last month, or why.
how it will work
Two records, two audiences.
- 1A note where the work happenedAn internal note on the conversation: who did what, why, how much, and when.
- 2A log for financeActor, case and order, action and amount with currency, a link to the conversation, and the time left on the deadline.
- 3Failures, not only successesA failed action is recorded with the failure. A second attempt at the same refund is recorded as blocked.
- 4Four numbers, not a suiteOn-time rate, concession value, panel adoption, and the signals that fired.
| Actor | Action | Amount | Time left |
|---|---|---|---|
| Agent · Sam | Refund | $129.00 | 3 h 10 m |
| Fin | Approve cancellation | $24.00 | 19 h |
| API key · warehouse | Confirm goods arrived | $58.50 | 1 d 2 h |
fair is fair
If something goes wrong.
- If an action fails, the log records the attempt and the failure, so a refund that never landed doesn't look like one that did.
- If the same refund is attempted twice, the second attempt is recorded as blocked, so you can see it happened.
- If you need a record for an auditor, export it.
boundaries, on purpose
What this does not do.
No buyer personal details
It doesn't store buyer names, phone numbers or addresses.
Not a case list
The queue is your Intercom inbox view. The log is the record.
Not TikTok's finance reports
It sits beside them; it doesn't replace them.
short answers
Questions about the log.
Yes. API actions go through the same path and write the same row.
Added up over a month, it tells a manager whether the team is comfortable or permanently firefighting, long before the on-time rate slips.
We'll state the retention period on the Security page before the audit trail ships. Security →
goes well with
Related.
Every refund,with its reason beside it.
Messages work today. The audit trail comes later, after refunds, and the shops that join now get a say in what ships first.