allowed
Operator Backoffice
Internal Epara command center for risk, provider operations, ledger, finance, developer ops, and support. Merchant-only views stay outside this shell.
Operator decision queue
provider pendingWho decides before money moves?
Backoffice sees the live payment as a controlled decision chain: risk, provider capture, support, refund gate, reconciliation, and treasury release.
op_decision_school_2026_001Paymentpay_scenario_001
Statementset_2026_06_15_iqd
Payoutpo_school_2026_001
Final decisionrelease_after_provider_confirmation
RiskCan this school-fee payment continue?Allow capture; keep default reserve onlyop_decision_risk_allowrisk_decision_scenario_001allowedProvider operationsDid the provider really capture IQD money?Accept Local Card Switch capture referenceop_decision_provider_captureroute_live_cards_iqdops clearedSupportCan we answer the customer without changing money?Send receipt proof; refund requires maker-checker approvalop_decision_support_no_money_movetkt_school_parent_receipt_001customer safeRefund approvalCan a refund affect payout?Hold payout release until refund decision is clearop_decision_refund_gaterefreq_school_2026_001approval readyReconciliationDo provider, ledger, and statement match?No difference; statement is approvedop_decision_reconciliation_matchrecon_run_school_2026_001statement matchedTreasuryCan merchant payout leave Epara control?Release after Rafidain provider confirmationop_decision_treasury_releaserafidain_transfer_pending_8821provider pending
Operator decision controls
| Decision ID | Desk | Actor | Question | Decision | Money impact | Evidence | Status |
|---|---|---|---|---|---|---|---|
| op_decision_risk_allow | Risk | Risk analyst | Can this school-fee payment continue? | Allow capture; keep default reserve only | 0 IQD | risk_decision_scenario_001 | allowed |
| op_decision_provider_capture | Provider operations | Operations analyst | Did the provider really capture IQD money? | Accept Local Card Switch capture reference | 125,000 IQD | route_live_cards_iqd | ops cleared |
| op_decision_support_no_money_move | Support | Support specialist | Can we answer the customer without changing money? | Send receipt proof; refund requires maker-checker approval | No ledger movement | tkt_school_parent_receipt_001 | customer safe |
| op_decision_refund_gate | Refund approval | Privileged checker | Can a refund affect payout? | Hold payout release until refund decision is clear | 50,000 IQD | refreq_school_2026_001 | approval ready |
| op_decision_reconciliation_match | Reconciliation | Finance control | Do provider, ledger, and statement match? | No difference; statement is approved | 0 IQD | recon_run_school_2026_001 | statement matched |
| op_decision_treasury_release | Treasury | Finance operator | Can merchant payout leave Epara control? | Release after Rafidain provider confirmation | 54,831,533 IQD | rafidain_transfer_pending_8821 | provider pending |
Operator action console
provider pendingWhich internal decision can be acted on?
Backoffice operators can simulate the controlled decisions around risk, provider capture, support, refund gating, reconciliation, and treasury release.
operator_action_console_school_2026Completed0/6Demo decision state is local to this browser.
Paymentpay_scenario_001set_2026_06_15_iqd
Controlled amount54,831,533 IQDpo_school_2026_001
Guardmaker_checker_no_self_approvalappr_refund_school_2026
ops cleared
customer safe
awaiting checker
statement matched
provider pending
Latest controlled resultoperator_action_risk_allow_captureCapture stays allowed with the default reserve onlyNo new ledger movement; default reserve stays held
Open evidenceScenario readiness gate
demo readyCan the operator trust the demo case?
Operator command center sees the customer, merchant, support, operations, review, finance, and owner proof before treating the case as demo-ready.
scenario_readiness_gate_school_2026_001Collection / paymentplink_school_2026pay_scenario_001
Receipt / statementrcpt_scenario_001set_2026_06_15_iqd
Gate statusdemo_readyEvery row has route, owner, acceptance, and evidence.
Product / access controlCustomer and operator entry is separatedreq_entry_decision
Customer can pay as guest; merchant and Epara teams sign in by role.
/loginrole_journey_school_2026_001verifiedMerchant ownerMerchant creates and operates the tahsil pagereq_collection_builderBuilder shows payer intake, batch import, share artifacts, reminders, and after-payment automation.
/payment-links/newready_school_link_2026verifiedCustomer / checkoutCustomer payment screens are mappedreq_customer_paymentGuest card, OTP, retry, expired, cancelled, receipt, refund receipt, and wallet claim have money-impact rules.
/pay/school-feepayment_screen_map_school_2026_001verifiedEpara operationsOperations clears the money movementreq_operations_backofficeProvider capture, webhook, receipt support, collection origin, reconciliation, and payout handoff are visible.
/operationsop_decision_school_2026_001verifiedBackoffice reviewerBackoffice sees internal evidence before actingreq_backoffice_reviewRisk, method rail, evidence pack, operator actions, and customer-facing screen boundaries are visible.
/backoffice/scenario-paymentevpack_operator_actionsverifiedEpara company ownerCompany owner separates revenue from liabilitiesreq_company_owner_financeGMV, platform fee, provider cost, reserve liability, merchant payable, and net contribution are separated.
/backoffice/revenuerev_school_2026_001verifiedFrontend quality gateCore role windows pass responsive smokereq_responsive_qualityMobile and desktop role surfaces have required evidence, no generic empty state, and no body overflow.
/scenariobusiness scenario role surfaces keep shared payment evidenceverifiedLive internal casereview required
pay_scenario_001
School Fee Collection for alia.school.parent@example.test
1
Risk deskRisk analyst sees risk_decision_scenario_001
allowed2
Provider operationsOperations lead sees route_live_cards_iqd
selected3
Ledger controlFinance control sees mov_payment_capture_001
matched4
Developer opsPlatform engineer sees evt_payment_captured_001
delivered5
ReconciliationFinance operator sees recon_run_school_2026_001
provider pending6
SupportSupport specialist sees rcpt_scenario_001
readyKYB / launch1Demo Market can accept live checkout and POS payments.live enabled
Risk reviews0School-fee payment is inside merchant policy.allowed
Payout checks1po_school_2026_001 waits for bank provider confirmation.provider pending
Support cases1Receipt, refund, and dispute explanation are ready.ready
Risk analyst
allowedRisk desk
School fee amount and reference are within live merchant policy.
Evidencerisk_decision_scenario_001
Operations lead
selectedProvider operations
Local card switch captured the IQD payment and produced provider evidence.
Evidenceroute_live_cards_iqd
Finance control
matchedLedger control
Gross, fee, reserve, and merchant balance movements are balanced.
Evidencemov_payment_capture_001
Platform engineer
deliveredDeveloper ops
Signed payment.captured webhook was delivered to merchant endpoint.
Evidenceevt_payment_captured_001
Finance operator
provider pendingReconciliation
Daily payout is pending bank confirmation after statement selection.
Evidencerecon_run_school_2026_001
Support specialist
readySupport
Receipt, payer email, refund capacity, and explanation path are available.
Evidencercpt_scenario_001
Casecase_ops_school_2026_001
OwnerSupport
SLA targetJun 15, 2026, 6:00 PM
Audit anchoraudit_case_ops_school_2026_001
Queue assignment
| Queue | Assignee | Responsibility | SLA | Next action | Evidence | Status |
|---|---|---|---|---|---|---|
| Support | act_support_specialist | Customer answer, receipt proof, refund intake | same_day | Send receipt and explain refund approval path | tkt_school_parent_receipt_001 | assigned |
| Risk | act_risk_analyst | Review dispute evidence and merchant liability | before_evidence_due | Keep evidence package ready | evpkg_school_2026_ready | evidence submitted |
| Finance | act_finance_operator | Refund money impact, statement, and payout visibility | before_payout_release | Hold payout release until refund approval decision is clear | set_2026_06_15_iqd | review |
| Privileged approval | act_privileged_operator | Maker-checker refund decision | 2h | Approve or reject partial refund request | trace_refund_school_2026 | awaiting checker |
Escalation rules
| Trigger | Threshold | Owner | Action | Evidence | Status |
|---|---|---|---|---|---|
| Customer asks for receipt proof | same_day | Support lead | Send immutable receipt and merchant reference | EP-RCPT-2026-00041 | completed |
| Refund request needs approval | 2h after permission check | Privileged operator | Approve/reject maker request; no self-approval | maker_checker_no_self_approval | awaiting checker |
| Payer may dispute payment | before provider evidence due date | Risk lead | Submit receipt, checkout, auth, webhook, and support evidence | evpkg_school_2026_ready | evidence submitted |
| Merchant payout can leave platform | before payout release | Finance operator | Confirm refund/dispute state before treasury release | po_school_2026_001 | provider pending |
Case timeline
| Time | Actor | Event | Visibility | Evidence | Status |
|---|---|---|---|---|---|
| Jun 15, 1:45 PM | guest_payer | Customer asked for receipt and refund help | customer safe | tkt_school_parent_receipt_001 | received |
| Jun 15, 1:42 PM | act_support_specialist | Receipt, payment, and merchant reference verified | customer safe | EP-RCPT-2026-00041 | completed |
| Jun 15, 1:49 PM | act_support_specialist | Internal note added for refund and dispute readiness | internal only | note_support_school_001 | ready |
| Jun 15, 1:52 PM | act_support_specialist | Partial refund request created by maker | internal control | refreq_school_2026_001 | approval ready |
| Jun 15, 1:54 PM | permission_policy | Permission check passed; waiting for separate checker | internal control | perm_refund_school_2026 | awaiting checker |
| Jun 20, 12:25 PM | act_risk_analyst | Dispute evidence package prepared for provider handoff | internal control | evpkg_school_2026_ready | evidence submitted |
Notes and audit trail
| Type | Author | Note | Linked object | Status |
|---|---|---|---|---|
| Customer-safe reply | act_support_specialist | Receipt is valid without Epara signup; refund can be requested after verification. | EP-RCPT-2026-00041 | ready |
| Internal note | act_support_specialist | Partial refund requires maker-checker; do not promise money movement before approval. | refreq_school_2026_001 | internal only |
| Risk note | act_risk_analyst | Evidence package includes receipt, checkout session, issuer auth, webhook, and support transcript. | evpkg_school_2026_ready | evidence submitted |
Escalation policyescalate_to_finance_if_refund_or_dispute_waits_2h
Merchant view vs Epara-only controls
Merchant sees payment, receipt, balance, payout status, API key, and webhook delivery. Epara operators see policy decisions, provider route, ledger movement, payout approval, and audit controls.
Merchant-facingPayment object, checkout page, receipt, payout status
Epara-onlyRisk decision, provider internals, ledger movement, reconciliation controls
Why it mattersMerchants get clarity without exposing sensitive financial control surfaces.
| Ticket | Subject | Title | Status | Priority | Assigned |
|---|---|---|---|---|---|
| tkt_school_parent_receipt_001 | pay_scenario_001 | I paid the school fee. Can you send the receipt and confirm if refund is possible? | ready | same_day | Support |
| refreq_school_2026_001 | pay_scenario_001 | Parent requested partial refund after duplicate school fee payment. | approval ready | approval_controlled | Support + privileged approver |
| disp_school_2026_001 | pay_scenario_001 | No chargeback is open. Receipt, payment link, checkout session, and webhook evidence are ready if the payer disputes later. | no_case_open | evidence_ready | Risk and support |
| Case | Subject | Event | Actor | Visibility |
|---|---|---|---|---|
| tkt_school_parent_receipt_001 | pay_scenario_001 | receipt_explained | Support specialist | customer safe |
| refreq_school_2026_001 | pay_scenario_001 | refund_requires_approval | Privileged operator | internal control |
| po_school_2026_001 | set_2026_06_15_iqd | payout_provider_pending | Finance operator | merchant_visible |