TrackBack
Internal tool

Support agents only see the claims that need judgment.

Today every missing-cashback ticket is a manual email thread asking for screenshots. Here, the engine settles the clear cases and hands a person the rest with the evidence already assembled, a drafted reply, and one-click actions. Every override is logged, and the reason codes show which product fixes would stop claims being needed at all.

79
Claims in the last 10 h
91%
Decided without a person
auto-file, wait, info, not eligible, tracked
7
Waiting for a reviewer
high value or risk signal
0
Overrides logged
reviewer disagreed with engine
CustomerStoreOrderCashbackEngineAge
Anjali S. · PatnaAmazon₹35,000₹420Review19m
Rahul M. · LucknowTata CLiQ₹89,990₹1,800Review24m
Manish B. · KochiAmazon₹1,06,962₹1,284Review32m
Ankit (new) · IndoreMyntra₹5,699₹450Review59m
Aditya S. · KochiTata CLiQ₹66,812₹1,336Review2h 56m
Yash F. · NagpurAmazon₹1,039₹62Review5h 1m
Riya N. · PuneFlipkart₹1,15,944₹1,200Review7h 35m
Amazon · 765-5971509-0180312
Review
Anjali S. · Patna
Engine: Human review · RISK_SIGNAL · store accepts ~74%
  1. ✓passed
    Order details complete
    Store, order ID, date, amount and items present
  2. ✓passed
    Not already in wallet
    No existing cashback for this order ID
  3. ✓passed
    Raised within 10 days of order
    Order is 5 days old; Amazon accepts claims until 1 Oct 2026
  4. ✓passed
    Visit through us before the order
    Visit via app 15 h before the order (window: 24 h)
  5. ✓passed
    Order not cancelled or returned
    Order is delivered
  6. ✓passed
    Items eligible for cashback
    All items in eligible categories
  7. ✓passed
    Coupon allowed
    No coupon used
  8. ✓passed
    All items attributable
    Single item
  9. ✓passed
    72 h tracking delay has passed
    More than 72 h since the order and still not tracked
  10. ✓passed
    Evidence sufficient
    Invoice attached
  11. !warning
    Safe to auto-file
    new account (3 days) with ₹420 claim
Prepared network claim
{
  "network_program": "Amazon",
  "sub_id": "sim_c53",
  "click_time": "2026-09-21T02:24:36.703Z",
  "order_id": "765-5971509-0180312",
  "order_time": "2026-09-21T17:04:27.277Z",
  "order_value": 35000,
  "eligible_value": 35000,
  "invoice_attached": "yes"
}
Drafted reply
Claim prepared, a teammate will review it

Your claim for order 765-5971509-0180312 passed our checks. A teammate will review it before we send it to Amazon, usually within 1 working day. We'll message you either way.

Rejections need a reason; the customer sees it in plain language.

Ops data → product roadmap

Claims that a product change would prevent

TOO_EARLY
9
NO_CLICK
7
CLICK_OUTSIDE_WINDOW
6
INVOICE_REQUIRED
3
THIRD_PARTY_COUPON
2
CLAIM_WINDOW_EXPIRED
2
ALL_ITEMS_EXCLUDED
2
EXCHANGE_VOIDS
1
  • TOO_EARLY: Tell users on the order screen that tracking takes up to 72 h. Auto re-check removes the ticket entirely.
  • NO_CLICK: Detect app-to-app handoff failures (store app already open) and warn before the user shops.
  • CLICK_OUTSIDE_WINDOW: “Your visit expires in 3 h” nudge; one-tap re-open of the store from the cart reminder.
  • INVOICE_REQUIRED: Deep-link to the store’s invoice page from the claim screen.
Override log

Where reviewers disagreed with the engine

No overrides yet. Reject or ask for proof on a claim the engine prepared, and it lands here with the reason, so rules get tuned from evidence, not anecdotes.