When something goes wrong, find out exactly why.
Cases open themselves. Evidence chains build themselves. Resolution plans cite the rows that proved them right. Owners get notified before customers do. APO investigates so your operators don't have to play detective at 2am.
Pick a case. Read the receipts.
Duplicate settlement on order #41992
Two settlement events fired within 4 seconds on the same payment. Idempotency check missing on the auth-success webhook.
- ✓Auto-reverse second settlement
- ✓Patch idempotency key on settle endpoint
- ✓Add regression test for double-fire
Six classifications, one investigation.
Every case gets sorted into one of six root-cause buckets. Operators learn the patterns; auditors get the consistency.
Process Gap
Approval flow has no fallback reviewer.
Human Error
Override flag flipped without note.
System Failure
Connector retry loop without backoff.
Data Inconsistency
Inventory count drifted from receive log.
Policy Violation
Refund threshold bypassed via manual scope.
External Cause
Hardware fault in field equipment.
Stop reconstructing what happened. Read the reconstruction.
APO opens cases on its own, builds the evidence chain, and proposes the resolution. Operators sign off. The audit trail writes itself.