Ops Runbooks
Step-by-step guides with decision trees for common operations.
Declines, timeouts, duplicate charges, session failures.
In-transit issues, returns, address problems, delays.
Buyer complaints, evidence, timelines, outcomes.
Partial/full refunds, fees, reversals, audit.
Eligibility, holds, releases, Stripe Connect.
Mobile/desktop validation of core and edge flows.
- Start with the TL;DR checklist on each runbook.
- Follow the step-by-step. Use decision branches to pick the right path.
- Escalate per SLA if timers or thresholds are reached.
- Always leave an AuditLog note when intervening manually.
Rule: Sellers must complete Stripe Connect Express before they can submit/publish listings (drafts allowed).
- Seller signs up → completes Connect onboarding.
- Admin verifies seller shows Payouts Enabled.
- Only after #2 can seller submit listings for moderation (measurements required).
If seller asks “why can’t I publish yet?” → Require payout verification to legally pay out and avoid delays.
Require at minimum: Chest, Waist, Length/Skirt Length (as applicable). Reject if missing; ask seller to add and resubmit.
- When tracking shows Delivered → set awaiting_buyer_approval.
- Buyer has 72 hours to open a dispute (in-app message shows timer).
- No dispute after 72h → system auto-confirms and sets payout eligibility.
All dispute creation and responses must occur in-app. Email is notifications only. If a seller emails a response, ask them to submit in-app.
- Day 1 overdue: Send reminder.
- Day 2 overdue: Final warning — auto-cancel tomorrow.
- Day 3 overdue: Auto-cancel + refund buyer (item price) and notify seller.
Buyer receives item-price refund. Stripe processing fees are deducted from the seller’s payout when a refund occurs; note this in order notes and notify seller.