Standing service support-desk-auto-approvals-sampled-and-retested-every-month · revised 12 October 2026
Standing service
Have a sample of your help desk's automatic approvals read and re-tested every month
Each month a sample of the refunds and cancellations your agent actioned is re-checked against your rules and identity rule, the limits are re-tested on a copy, and you get a report.
This starts a conversation by email. Nothing is charged, and nothing is monitored, until we have agreed scope, access and terms with you in writing.
The responsibility you hand over
A rules table that matched your plans at launch drifts when plans, prices and the billing system change. Nobody reads a log that no one asked for. Identity and limit checks that no one re-tests may have stopped working.
Who it’s for: Support lead whose agent approves refunds and cancellations on its own and who wants evidence that it still follows the rules.
Usually starts when: Your plans or terms changed, a customer disputed an action, or a month passed with nobody reading the log.
The result: Each month up to 60 sampled actions are recomputed using the account facts, authenticated-request evidence and rules effective at the time. Every refund is checked against the refund limits and every cancellation against its period-end rule, and the limit, identity and handover suites run on a copy. You receive the results and any failures to decide.
What stays true, and what we do about it
No response-time guarantee is published for this new service. A date for each monthly report is agreed in writing before it starts.
Hours are agreed in writing before the service starts. It runs once a month and is not staffed round the clock.
What must remain true
- Every refund is checked against its cap and daily limits, and every cancellation against the agreed period-end rule; breaches are identified in the report
- Every sampled action matches the rules table and came from a verified account holder
- Every unverified-sender and hand-over case in the re-run is still handed to a person and never actioned
What we watch
- The month's action log and billing history
- The rules table, identity rule, cap and daily limit
- Your list of plan and policy changes
When something happens
Scroll the table sideways to read it all.
| When | What we do |
|---|---|
| A month closes and the exports are available. | We draw the sample, recompute each action, check refund limits and cancellation dates, rerun the agreed suites and send the report. |
| You change a plan, a price or the policy. | We re-run the clear-case, identity and hand-over sets on a copy before you switch the change on. |
| Your help desk or billing system changes its permissions or API. | We re-run the stop-switch test on a copy and say what changed. |
We do on our own
- Draw the sample and re-compute each action
- Re-run the identity and hand-over sets on a copy
- Write the report
We ask you first
- Any request to see customer messages beyond the sample
- Any change to a rule, setting or page in your own systems
- Any wider access than the exports named here
- Contacting your customers or anyone outside your team
We escalate to you when
- A refund above its cap or beyond its daily limits, or a cancellation with the wrong effective date
- An action on a request that did not come from a verified account holder
- A hand-over case that was actioned
- An action with no log row
How you know it held. After the report is frozen, you choose 10 sampled actions without showing your verdicts to us and reproduce every verdict from the then-effective facts, rules and authenticated origin; any missed unverified action, wrong refund, wrong cancellation date or handover action fails this report check.
How we keep it true
This service is never finished. Each month's report shows whether the things it watches stayed true, and it continues until you end it.
Let refunds and cancellations be approved automatically under your cap and written rules Job Optional
Refund and cancel requests that match your written rules and sit under your cap are actioned from your help desk. Your own system confirms who is asking; everything else goes to a person.
Bought separately, each time it is needed; not part of the monthly fee
The one-off job; buy it first if you do not yet have one.
What is included, and what is not
- The monthly report
- The sample table with the seed
- The cap and daily limit check
- The identity and hand-over re-run results
Included
- One agent on one help desk and billing account, built under the one-off job on this site or one you can show us
- A random sample of 60 logged actions each month, with the seed recorded
- A check of every refund against its cap and daily limits, and every cancellation against the agreed period-end rule
- A re-run of the unverified-sender set and the hand-over set on a copy after any rule or plan change
- A monthly report with counts and anything that needs a decision
Not included
- Changing the table, the cap, the identity rule or the agent
- Holding your keys or taking any action
- Retention offers
- Replying to customers
- Any promise about refund cost or churn
How we know it’s done
Agreed with you before work starts. Each check produces evidence you keep.
After the report is frozen, you choose 10 sampled actions without showing your verdicts to us and reproduce every verdict from the then-effective facts, rules and authenticated origin; any missed unverified action, wrong refund, wrong cancellation date or handover action fails this report check.
Evidence: The seed, the 10 actions and your own results beside ours.
The report gives counts of actions, refunds beyond refund limits, cancellations with wrong dates and unverified or handover actions, with source IDs for every finding and the sample size and limits.
Evidence: The monthly report.
The refund-limit, identity and handover suites run on the copy each month; after reported changes the clear-case and stop-switch suites also run, and every failure is listed first with its case ID.
Evidence: The re-run results.
No refund, cancellation, rule or setting has been changed by us.
Evidence: Your refund and cancellation history plus agent, rules and settings change histories for the month, showing no writes by our access
Sign-off. You read each report, re-run the checks it lists and tell us whether the marks and limits still suit you. A month counts as delivered when you have the report.
If it fails. If we cannot do a month because an export is missing or has changed, we say so and do not guess. If the service is not working for you, you can end it at the end of any month.
When it fits, and when we stop
It fits when
- An agent with a log you can export
- The rules table, identity rule, cap and daily limit in writing
- A named person who reads the report and changes rules
We stop and tell you if
- The log is incomplete or switched off
- Plans change and the table is not updated for two months
- Nobody on your side can change a rule
What could go wrong
The service reads exports and reports, so there is nothing to undo. Ending it leaves your systems exactly as they are; you keep every report.
Scroll the table sideways to read it all.
| Risk | How we handle it |
|---|---|
| A sample of 60 misses a rare error. | The report states the sample size and that a sample is a tripwire. Every refund is checked against refund limits and every cancellation against its period-end rule. |
| The report is read as proof the agent is safe. | The report states what was checked this month and says it describes this month only. |
| Exports carry customer data. | We ask for account facts, authenticated-request evidence, effective rules and action records, with names and contact details removed by you. |
A separate automated reviewer checks each report and the rerun results. Your named person checks the held-back action rows and decides every rule change. No human supervisor from us is included unless the written agreement names one.
Stays with a person
- You or your named person change every rule and cap
- You hold the stop switch and the token
Access we would need
- A monthly export of the action log and the billing history
- A copy of the agent or a test workspace for the re-runs
Questions
Do you make or reverse refunds?
No. We read the log and report. You or your person make every change.
Do you report a churn or savings figure?
No. We never state churn, savings or refund-cost figures.
Send an enquiry
Send us
- Which agent, help desk and billing system
- Roughly how many requests arrive a month
- No logins, keys, customer data or payment details in the first enquiry
Later, once you agree
- The action log and billing history with stable IDs, account facts and authenticated-request evidence as they stood at each action, and the effective rule and limit versions; remove names and contact details
- The current rules table, identity rule, cap and daily limit
- Your plan and policy changes, plus a runnable copy and the frozen clear-case, refund-limit, identity, handover and stop-switch suites with expected results
You keep the help desk, the billing account, the agent and every key. We read exports you send and work on a copy. We never hold a token and never refund or cancel anything.
Email fallback: open your mail app
If website submission is unavailable, review and send the fallback email yourself. An email fallback is not a website receipt. Or write to hello@syntheticindustry.ai with “support-desk-auto-approvals-sampled-and-retested-every-month” as the subject.