Day Fifteen
Late orders race toward the regulator; a fair offer intercepts them before day fifteen.
The job
Tracks each order's legal deadlines, like the right to cancel a late delivery and the withdrawal and return windows. Makes a fair offer before the customer needs the law or the regulator, and produces the monthly regulator pack without building slides.
The moment
Each late order is shown as a runner on a race track heading toward the regulator, as the legal deadlines to cancel or return get closer.
312 late orders are bunched between day 12 and day 14. At 10:00 one approved batch of offers goes out, in each customer's own language.
By noon, runners leave the track as customers choose, and 71% keep their order.
At the monthly committee, only 3 orders reached the regulator, down from 41, each with its evidence file attached. The compliance officer signs off the pack on screen.
What it does
- Approve a batch fair offer
- Refund and cancel an order
- Escalate a regulator threat to legal
- Sign off the monthly committee pack
What you see
A race track of order runners heading to the regulator, with hurdles for peak season and public holidays and an offer that intercepts them
What it moves
Complaints to the regulator about late delivery each month, and orders passing the legal deadline without an offer.
Built for
- Compliance, complaints & legal
- CX leaders & VoC
