13 · SERVICE SYSTEM
Recovery is part of the service.
A fair remedy restores more than access. It also restores clarity, ownership and the customer’s confidence.
SELECTED SCENARIO
Plan confusion
S1 · PROPOSED RESPONSEOperational response
Correct digitally first and transfer seamlessly to assisted support when the attempt does not resolve the issue.
Customer remedy
Give an immediate explanation and a usable in-app correction.
Governance KPI
Proposed KPI: digital containment and repeat contact within 24 hours.
01 · Distributive justice
Restore the expected function or give a clear explanation that addresses the actual confusion.
02 · Procedural justice
Keep correction short and preserve context if the customer needs assisted help.
03 · Interactional justice
Use respectful language and acknowledge the inconvenience without blaming the customer.
SIX OPERATING PRINCIPLES
01One case, one history
Preserve customer context across channels to support procedural fairness and respectful ownership.
02Detect before explaining
Identify network or payment failures proactively where technically possible so the customer carries less diagnostic effort.
03Restore first, analyze later
Restore usable service promptly without making unnecessary diagnostic steps a condition of a fair outcome.
04Harm-matched compensation
Match the remedy to severity, duration and impact so the recovery outcome is proportionate.
05Active verification
Confirm restoration with relevant checks and customer context before treating the case as resolved.
06Structural root-cause learning
Aggregate recurring failures and remove their causes to improve the fairness and reliability of future recovery.