Mode
Internal controls

Support Case Detail

Internal support view for receipt proof, refund eligibility, and dispute readiness for the same hosted checkout payment.

Operator centerBackoffice reviewApproval controlMerchant paymentDispute detailCustomer receiptPOS receiptCustomer checkout
Shared demo workflow

Customer payment captured

Support sees the captured payment as receipt proof, refund eligibility, and dispute evidence without editing ledger facts.

captured
Merchant creates page
Customer pays
Backoffice sees it
Operations clears
Collectionplink_school_2026
Paymentpay_scenario_001
Receiptrcpt_scenario_001
Amount125,000 IQD
Scenario console
Payment lifecycle

Statement matched

Support can explain whether money moved, whether a receipt exists, and which no-capture attempts need no refund.

statement matched
Checkoutcs_school_2026_001
Paymentpay_scenario_001
Amount125,000 IQD
ReceiptEP-RCPT-2026-00041
Statementset_2026_06_15_iqd
Checkout session createdHosted checkout receives the merchant link, amount, locked reference, and allowed payment methods.cs_school_2026_001
created
Issuer authentication requiredCustomer can still pay as guest; issuer OTP must pass before capture.auth_school_2026_001
authentication required
Authentication approvedAuthentication evidence is retained for risk, support, and dispute work.acs_school_2026_001
authenticated
Payment authorizedThe selected IQD card route confirms the amount before capture.route_live_cards_iqd
authorized
Capture postedGross, fee, merchant net, and reserve hold become immutable ledger evidence.mov_payment_capture_001
captured
Receipt issuedCustomer receives an immutable receipt without needing an Epara account.EP-RCPT-2026-00041
receipt issued
Merchant webhook deliveredMerchant endpoint receives signed payment.captured notification.evt_payment_captured_001
webhook delivered
Statement matchedHosted checkout capture appears in merchant statement and operator reconciliation.set_2026_06_15_iqd
statement matched
Payout pendingEligible merchant balance waits for provider payout confirmation.po_school_2026_001
pending

Failed, expired, and cancelled checkout sessions never create fee, reserve, receipt, or payout lines.

Customer support outcome map

Support can answer receipt, refund, dispute, and no-capture questions from one payment case without editing ledger or provider outcomes.

ready
Customer situationSupport decisionCustomer answerNext surfaceEvidenceStatus
I paid and need proofSend immutable receipt and merchant referencePayment captured; receipt is valid without Epara signup/receipt/rcpt_scenario_001EP-RCPT-2026-00041ready
I need a partial refundCreate refund request, then maker-checker approvalRefund can be requested but money moves after approval/backoffice/approvals/refund-school-2026refreq_school_2026_001approval ready
I may dispute this paymentPrepare evidence package and risk handoffReceipt, checkout, auth, webhook, and support evidence are ready/backoffice/disputes/disp_school_2026_001evpkg_school_2026_readyevidence submitted
My checkout failed, expired, or was cancelledExplain no-capture outcome and offer retryNo receipt, fee, reserve, refund, or payout exists because no money moved/pay/school-fee/retryatt_school_failed_001not applicable
Support boundaryDemo Market payment facts stay immutable; support opens the correct next workflow instead of editing money records.
Customer intake preview

What did the customer ask for?

Support sees the customer-safe action and the internal evidence route without editing immutable payment facts.

cust_action_school_2026_001
ready
Entryguest_first
Login requiredNo
ReceiptEP-RCPT-2026-00041
Paymentpay_scenario_001
Customer saysSend receipt to my email again
Support intakeSupport can resend immutable receipt proof
EvidenceEP-RCPT-2026-00041
Open evidence route
Support notification trail

Which message explains the customer question?

Support can trace receipt delivery, customer-selected action, and merchant reminders without changing payment or ledger facts.

notify_school_2026_001
active
Customer proofReceipt deliveredntf_customer_receipt_delivered_001 -> EP-RCPT-2026-00041
Merchant alertOwner notifiedemail_owner_payment_captured -> pay_scenario_001
Unpaid follow-up2 remindersWhatsApp scheduled, SMS ready for unpaid references
Money boundaryNo ledger mutationnotif_ledger_boundary_school_2026
CustomerDid the payer receive proof?Email receipt delivered; the immutable receipt stays the source of truth.Emailnotify_customer_receiptntf_customer_receipt_delivered_001deliveredEpara supportWhat did the customer ask for?Customer-selected support action appears in the support case without moving money.Support queuenotify_support_intakecust_action_school_2026_001assignedNotification opsCan ops prove notifications did not move money?Delivery attempts and ledger-boundary checks are visible in control center.Control centernotify_backoffice_controlnotif_ledger_boundary_school_2026controlled
Operational case control

Support case management

Support, risk, finance, and privileged approval teams manage one payment case with assignment, SLA, escalation, internal notes, and immutable evidence links.

assigned
Casecase_ops_school_2026_001
OwnerSupport
SLA targetJun 15, 2026, 6:00 PM
Audit anchoraudit_case_ops_school_2026_001

Queue assignment

QueueAssigneeResponsibilitySLANext actionEvidenceStatus
Supportact_support_specialistCustomer answer, receipt proof, refund intakesame_daySend receipt and explain refund approval pathtkt_school_parent_receipt_001assigned
Riskact_risk_analystReview dispute evidence and merchant liabilitybefore_evidence_dueKeep evidence package readyevpkg_school_2026_readyevidence submitted
Financeact_finance_operatorRefund money impact, statement, and payout visibilitybefore_payout_releaseHold payout release until refund approval decision is clearset_2026_06_15_iqdreview
Privileged approvalact_privileged_operatorMaker-checker refund decision2hApprove or reject partial refund requesttrace_refund_school_2026awaiting checker

Escalation rules

TriggerThresholdOwnerActionEvidenceStatus
Customer asks for receipt proofsame_daySupport leadSend immutable receipt and merchant referenceEP-RCPT-2026-00041completed
Refund request needs approval2h after permission checkPrivileged operatorApprove/reject maker request; no self-approvalmaker_checker_no_self_approvalawaiting checker
Payer may dispute paymentbefore provider evidence due dateRisk leadSubmit receipt, checkout, auth, webhook, and support evidenceevpkg_school_2026_readyevidence submitted
Merchant payout can leave platformbefore payout releaseFinance operatorConfirm refund/dispute state before treasury releasepo_school_2026_001provider pending

Case timeline

TimeActorEventVisibilityEvidenceStatus
Jun 15, 1:45 PMguest_payerCustomer asked for receipt and refund helpcustomer safetkt_school_parent_receipt_001received
Jun 15, 1:42 PMact_support_specialistReceipt, payment, and merchant reference verifiedcustomer safeEP-RCPT-2026-00041completed
Jun 15, 1:49 PMact_support_specialistInternal note added for refund and dispute readinessinternal onlynote_support_school_001ready
Jun 15, 1:52 PMact_support_specialistPartial refund request created by makerinternal controlrefreq_school_2026_001approval ready
Jun 15, 1:54 PMpermission_policyPermission check passed; waiting for separate checkerinternal controlperm_refund_school_2026awaiting checker
Jun 20, 12:25 PMact_risk_analystDispute evidence package prepared for provider handoffinternal controlevpkg_school_2026_readyevidence submitted

Notes and audit trail

TypeAuthorNoteLinked objectStatus
Customer-safe replyact_support_specialistReceipt is valid without Epara signup; refund can be requested after verification.EP-RCPT-2026-00041ready
Internal noteact_support_specialistPartial refund requires maker-checker; do not promise money movement before approval.refreq_school_2026_001internal only
Risk noteact_risk_analystEvidence package includes receipt, checkout session, issuer auth, webhook, and support transcript.evpkg_school_2026_readyevidence submitted
Escalation policyescalate_to_finance_if_refund_or_dispute_waits_2h
Support evidence pack

What evidence answers the customer?

Support can answer receipt, refund, dispute, and no-capture questions from one evidence package without editing payment facts.

evidence_pack_school_2026_001
audit ready
Paymentpay_scenario_001rcpt_scenario_001
MerchantDemo Marketplink_school_2026
Settlementset_2026_06_15_iqdpo_school_2026_001
Audit anchoraudit_anchor_school_2026_001op_decision_school_2026_001
Immutable receiptEP-RCPT-2026-00041evpack_receiptReceipt proves the payer, merchant reference, amount, and captured statusCustomer, merchant, supportRead-only proofissuedSupport casetkt_school_parent_receipt_001evpack_support_caseSupport can answer receipt, refund, dispute, and no-capture questions from one caseSupport, customer-safe answerSupport answer does not move moneyreadyRefund gatetrace_refund_school_2026evpack_refund_gateRefund request requires maker-checker separation before any reversal postsSupport, risk, approvalmaker_checker_no_self_approvalawaiting checkerDispute packageevpkg_school_2026_readyevpack_dispute_packageCheckout, auth, receipt, webhook, and support package protect the dispute responseRisk, support, backofficeDispute outcome controls liability laterevidence submitted
Payment screen map

Which customer screen should support answer from?

Support can distinguish captured receipt proof from failed, expired, cancelled, refund, and wallet-claim screens.

payment_screen_map_school_2026_001
ready
Entry ruleguest_firstHosted checkout: no account / Wallet and receipt history: optional
Collectionplink_school_2026cs_school_2026_001
Payment / receiptpay_scenario_001rcpt_scenario_001
Customer / supportCustomer receiptscreen_receiptLogin: NoHow do I prove I paid?Read-only proof after captureEP-RCPT-2026-00041issuedCustomerFailed payment retryscreen_retryLogin: NoCan I try another method?Failed attempt creates no receipt, fee, reserve, or payoutatt_school_failed_001failedCustomer / supportExpired checkoutscreen_expiredLogin: NoDid money move after timeout?No capture and no refund workcs_school_2026_expired_001expiredCustomer / supportCancelled checkoutscreen_cancelledLogin: NoWhat if I cancel before paying?No customer money movedcs_school_2026_cancelled_001cancelledCustomer / supportRefund receiptscreen_refund_receiptLogin: NoWhat happens after a refund is approved?Partial refund posts only after maker-checker approvalEP-RFND-2026-00041issued
Scenario action ledger

Which actions are on this support case?

Support sees what the customer asked for and which merchant/backoffice actions already exist before answering safely.

action_ledger_school_2026_001 / evidence_pack_school_2026_001
loading
Payment stagecapturedpay_scenario_001
Customer requestcust_action_resend_receiptcust_action_school_2026_001
Merchant actions0merchant_action_console_school_2026
Operator / method0 / 1operator_action_console_school_2026
WorkflowPublish collection pageledger_stage_collectionMerchant ownerCollection page stage is paidplink_school_2026Publishing exposes checkout; it does not move moneycompletedWorkflowPay as guestledger_stage_paymentCustomerPayment lifecycle stage is capturedrcpt_scenario_001Capture creates receipt, ledger, fee, reserve, and statement evidencecompletedWorkflowPrepare payout handoffledger_stage_payoutEpara financeset_2026_06_15_iqd supports po_school_2026_001rafidain_transfer_pending_8821Payout remains provider pending until treasury clears itprovider pendingCustomer supportResend receiptcust_action_resend_receiptCustomerSupport can resend immutable receipt proofEP-RCPT-2026-00041Customer request creates support context; approval controls money movementselectedPayment methodConfirm guest-card availabilitypm_action_guest_card_checkoutCustomerGuest card checkout is available on the merchant collection pageready_school_link_2026Payment capture creates receipt, ledger, fee, reserve, and statement evidencecompleted

Demo action state is local to this browser, but every row keeps the same payment, evidence pack, and money-boundary language.

Support ticket

tkt_school_parent_receipt_001

I paid the school fee. Can you send the receipt and confirm if refund is possible?

ready
Customer paid as guestalia.school.parent@example.test completed cs_school_2026_001 without mandatory account signup.
Receipt issued and deliveredEP-RCPT-2026-00041 was delivered by email at Jun 15, 2026, 1:42 PM.
Partial refund can be requestedrefreq_school_2026_001 needs refunds.approve before money moves.
Dispute evidence is ready if neededNo chargeback is open. Receipt, payment link, checkout session, and webhook evidence are ready if the payer disputes later.
No-capture outcomes stay explainableFailed, expired, and cancelled checkout attempts do not create refund work because no customer money moved.

Receipt proof

Support can answer the customer without touching ledger, provider, or merchant balance records.

ItemValueStatus
Immutable receiptEP-RCPT-2026-00041issued
Customer deliveryemail to alia.school.parent@example.testdelivered
Payment objectpay_scenario_001captured
Merchant notificationevt_payment_captured_001delivered
Open customer receipt

Refund path

Refund is possible, but live money movement still goes through maker-checker approval.

Open approvalRefund receipt
ControlValueStatus
Refundable amount125,000 IQDready
Requested partial refund50,000 IQDapproval ready
Merchant debit49,000 IQDpending
Maker-checker permissionperm_refund_school_2026review required

Dispute readiness

If a chargeback appears, support and risk already know which evidence package to open. The scenario detail shows the full lifecycle for chb_school_2026_open.

SignalValueStatus
Chargeback casechb_school_2026_previewno_case_open
Evidence packageevpkg_school_2026_readyready
Merchant liabilitymerchant_not_debitednot applicable
Amount at risk0 IQDnot applicable
Open dispute detailOpen risk desk

Customer checkout outcomes

Support can answer “was I charged?” without confusing failed, expired, or cancelled sessions with captured money.

OutcomeEvidenceSupport answerStatus
Issuer OTPauth_school_2026_001Capture happened only after authentication.authenticated
Failed attemptatt_school_failed_001No money captured; ask customer to retry.failed
Expired sessioncs_school_2026_expired_001No refund needed; start a new session.expired
Cancelled checkoutcs_school_2026_cancelled_001No receipt or refund because payer cancelled before capture.cancelled
POS contactlesspay_pos_scenario_001Captured at counter; verify receipt, terminal batch, and authorization code.captured
Open OTP challengeOpen retryOpen expiredOpen cancelledOpen POS scenario