Yellow Card Review
Partners get referee cards backed by customer evidence, and must earn them back.
The job
Run the monthly partner meeting on fault-attributed customer evidence: issue yellow or red cards with a penalty or credit amount, let partners contest the attribution through a VAR review, agree a plan, and verify it next month.
The moment
A caterer's yellow card flips over on the wall with 31 cold meal verbatims from one route and $186,000 in penalties under clause 7.2. The caterer's VAR challenge wins back 4 of the 31, and the card shows decision reversed on them. Next month the card flips green, and the caterer asks for the evidence pack to retrain its own kitchen.
What it does
- Issue a card and plan
- Send the evidence pack
- Escalate a red card to contracts
- Rule on a VAR challenge
- Flip the card green
- Drill to verbatims
What you see
Referee cards (yellow, red, green) on a pitch, with a VAR replay screen and a recovery ledger
What it moves
Partner-attributed complaints per 1,000 orders (or flights, deliveries, installs) month over month, and penalties or credits recovered in dollars
Built for
- Partners & ecosystem
- Finance
- CX leaders & VoC
