Draft-Based Approval Flow for Sensitive Operations

Brink Commerce is introducing a 4-eye approval process for refund and compensation operations in the Merchant Portal. This change is designed to reduce the risk of errors by requiring two separate users to create and approve these actions before execution.

Impact:

By enforcing a separation of duties, merchants can ensure more controlled and accountable handling of sensitive financial operations, helping to prevent mistakes and unauthorized actions within Customer Experience teams.

Benefits:

• Reduced Risk: Prevent accidental or unauthorized refunds and compensations.

• Stronger Process Control: Enforces clear handover between initiator and approver.

• Auditability: Improves traceability of who created and who approved each operation.

Key Features:

• Refunds and compensations must first be created as drafts from the order view.

• Drafts are displayed in a dedicated approval view (Operations Dashboard).

• A second user must approve and start the operation; creators cannot self-approve.

• UI clearly separates the create and execute steps to avoid confusion.

• To use this approach most effectively is by dividing users into CX-User and CX-Admin

  • CX-User only have access to create operations

  • CX-Admin only have access to start operations

Scope:

• Applies to: All Operations