Your agent asked for approval. Where did the answer go?
An agent drafts a refund decision. A reviewer reads it, changes the amount, adds a line about the customer's contract, and approves. The refund goes out. Everyone moves on. Six months later somebody asks who approved that refund, and why the amount changed. The agent's draft is in a trace. The final amount is in the payments system. The reviewer's reasoning was a sentence in a chat thread that has since scrolled away, and the fact that a human changed the number at all is not recorded anywhere a
