Limit Cut Autopsy
Every limit-cut release gets a pre-mortem, then an autopsy from the customers it hit.
The job
When a credit model or policy change cuts limits or declines purchases at checkout, predicts how customers will react before release, hears what they actually say afterwards, and decides against rules set in advance whether it was a bug, badly explained, or fine.
The moment
Each change that cuts customers' credit limits gets a sealed prediction before release and a review of what customers said after it. The review of release 7 shows 3,100 complaints saying "I never missed a payment".
They cluster on customers who had paid off early. The prediction was 0.8 complaints per 1,000 limit cuts; the actual rate is 6.2, so the forecast is graded F.
The risk team confirms that early repayment was being read as a default, and fixes it that afternoon.
The review of the next release finds it fine, and its forecast is graded A.
What it does
- Register the pre-mortem
- Send the evidence note to risk
- Draft bot, agent and pre-notice copy
- Stamp the verdict and sign off
- Drill any cause of death
What you see
Forensic autopsy report (cause-of-death sections, verbatims as exhibits, verdict stamp) preceded by a sealed pre-mortem, plus a committee release register
What it moves
Complaints per 1,000 limit cuts in each release, the time from release to a verdict, and how far off the model team's forecast was.
Built for
- Risk & fraud
- Product & digital
- Compliance, complaints & legal
- Frontline staff
