Platform administration and operations
Status: Proposed operational console and runbook requirements.
Operational work queues
- Merchant onboarding: KYB review, pending documents, integration certification and activation.
- Collections: upcoming runs, failed attempts, unknown outcomes, pending authorisations and retries.
- Financial: unsettled items, ledger exceptions, reconciliation breaks, reserve shortages and payout returns.
- Risk: suspicious activity, disputes, chargebacks, unusual payment patterns and access anomalies.
- Support: account linking, method problems, mandate questions, refunds and complaints.
- Integrations: webhook failures, provider incidents, credential rotation and event replays.
Operator roles
| Role | Typical scope | Restricted operations |
|---|---|---|
| Support | Read limited customer and bill metadata; open cases | No ledger edits or payout changes |
| Merchant operations | Merchant setup and non-financial configuration | No self-approval of payout destination |
| Finance operations | Reconciliation, payout monitoring and invoice review | No unreviewed manual financial adjustments |
| Risk/compliance | Case review, holds and evidence | Actions require reason and approval |
| Platform admin | Configuration and access management | Privileged actions require MFA and audit |
| Engineering on-call | Diagnostics and incident response | Production data access time-limited and logged |
Use least privilege and separation of duties. Manual ledger postings, payout releases, reserve overrides and payout destination changes require documented dual control where applicable.
Daily operational checklist
- Review partner connectivity, webhook lag and scheduled collection queue health.
- Investigate unknown payment outcomes before retries.
- Reconcile prior-day settlements and funds balances.
- Confirm payout allocations do not exceed eligible balances.
- Review failed/returned payouts and dispute exposures.
- Check critical notification delivery and merchant webhook failures.
- Review unresolved financial breaks with named owner and aging.
- Confirm backups, alerts and audit ingestion remain healthy.
Incident response
Classify incidents by customer impact and financial exposure. Pause new attempts or payouts selectively where necessary, preserve evidence, notify responsible leaders and partner contacts, and communicate verified status. Recovery must reconcile in-flight events before restarting automation.
Audit and case management
Every sensitive action records actor, role, merchant scope, timestamp, reason, before/after non-secret values, approvals and correlation ID. Cases link to bills, attempts, ledger journals, provider events and communications without duplicating sensitive data.
Metrics
Collection success rate, recovery by fallback method, payment latency, provider error rate, unresolved unknown outcomes, reconciliation breaks, payout timeliness, chargebacks, support volume, webhook lag and notification delivery failures. Define denominator and time windows for each metric before reporting.