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Use caseUC0112

Catch a payment-decline incident that nobody owns yet

A decline-rate alert can't tell you if the incident is already declared, already owned, or just a scheduled blip. This app reads the notes on each lane and says what's really going on, and who still needs to act.

For the payments on-callRetail · Payments & Fintech

Why it matters

Today's manual process, and the same job with the app

A payments on-call at a retailer, watching authorization declines across every checkout lane.

✕Today's manual process

1Get the decline alert and guess whether it's a real problem or just today's pattern.
2Open three tabs the processor status page, the release log and the store breakdown, to find out why.
3Check the incident board to see if this is already declared, and who if anyone is working it.
4Miss the unowned ones and an incident sits declared but untouched while a customer keeps getting declined.
Every spike checked by a person

✓With the app

1The app reads the window and works out the real severity from this lane's own normal range.
2It reads the notes the bridge call, the routing change, and works out what's really going on.
3It checks who owns it and calls out plainly when an incident is declared but nobody has taken it.
4Nothing slips through unowned so no incident sits untouched while it still looks handled on the board.
The app flags the ones that matter

See it work

One real case: what the app worked out, step by step

Lane 0037's decline rate jumped to 11%, and the app found the incident already declared but still unowned.

Catch a payment-decline incident that nobody owns yetReference appBuilt to be shaped to your process
  1. 1How serious it is High enough to call this a major incident, the second-worst level.
  2. 2What it found The incident is already declared, but nobody has actually taken ownership of it yet.
  3. 3How far it spread Only one store group is affected, not every store on the chain.
  4. 4Why it happened It points to a change on our own side, not the processor or an issuer.
  5. 5Who is on point Wren Okafor is named as the owner to check with.
  6. 6What happens next No new page goes out, but that owner still needs to be checked.

For engineers

How it is built, and how we measured it

All fourteen steps of the build are written up, from the business case to running it in your own environment.

Kit overview →
119 of 120unowned incidents correctly flaggedmeasured in 06 Evals →
120 of 120severity level called correctlymeasured in 06 Evals →
14 of 15at-risk lanes caught last runmeasured in 06 Evals →
0.62¢to read one lane's windowmeasured in 07 Unit cost →

The build, step by step

14 steps

Make it yours

What you see is a reference app. We shape it to how you work.

Every part of it is built to change, and none of it means starting over.

Your rulesYour own severity thresholds, page chain and on-call rota, not these illustrative defaults.
Your recordsYour own authorization logs, release notes and the operator notes your team already writes.
Your systemsReads from your own processor feeds and posts into the incident board you already use.
Your screensThe fields and wording your on-call team already expects on an incident record.

Want this for your team?

Talk to us

We can run this on your own authorization feeds and on-call rota, inside your environment.

Talk to us →
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