Handle a case
A case is a file. The flow is designed so that every step leaves a record a regulator, a provider or the seller could read: what was reported, what was done to whom, what it replaced, and how the seller was heard.
Click any step to read what happens there and what can refuse it.
What the seller sees
The seller-facing surface translates reason codes into sentences that name no amounts, counterparties, devices or other sellers. For example, FULFILLMENT_EVIDENCE_TIER_TOO_LOW reads: The only delivery record we have is a buyer saying so. For a payout this size we need a record from a system rather than a message. Beside it: Issuance or delivery records produced by your ticketing or fulfilment system.
A reason code with no registered sentence is shown as itself with a note that a person will explain it. Codes are never dropped and never guessed.
Evidence
Every piece of evidence has a SHA-256 content hash, a source, provenance, size and a retention date (seven years by default). Reading evidence content is itself an audited act. Evidence is never deleted:
| Status | What survives |
|---|---|
ACTIVE | Readable. |
SUPERSEDED | A later collection replaced it. Both stay readable; "we used to believe X" is itself evidence. |
CORRECTED | Replaced because it was wrong, with the correction reason. Readable. |
TOMBSTONED | The bytes are gone from storage; the record, hash, provenance, who removed it and why remain. |
A legal hold beats retention at three independent layers, so a held item cannot be purged by the sweep.
Two things an overturn does not do
- It does not move money. Reversing a
HOLD_PAYOUTremoves this case's reason codes from the instruction; the instruction staysHELDand still needs approval and release. - It does not reverse actions applied by other cases on the same seller. Each case's ledger is its own.