← Care Queue
97 · Resolution / Authority
Staff · Desktop 1440 + Mobile 390 · English LTR
Resolution & Authority
Who can resolve what, at what level. Compensation thresholds are not invented here — every level above the honest floor is explicitly gated pending owner policy.
| Role | Can resolve | Threshold | State |
|---|---|---|---|
| Care agent | Apologize, reschedule, log case, request evidence | No spend authority | DEFINED |
| Duty Manager | Approve goodwill gesture within a set ceiling | AUTHORITY THRESHOLD — OWNER POLICY REQUIRED | GATED |
| Finance | Approve refund or compensation above Duty Manager ceiling | AUTHORITY THRESHOLD — OWNER POLICY REQUIRED | GATED |
| Owner | Final authority, any amount, any exception | Unbounded | DEFINED |
Honest gap
Exact THB thresholds per role are owner policy, not a design decision — none are invented here. The design proves the shape of the escalation ladder (agent → duty manager → finance) and where each level's authority stops; the numbers populate once policy is set.
MOBILE 390×844 — RESOLVE ON THE GO