Internal Ops Supervisor Journey

Role: Handles disputes, authorises AI overrides, audits anomalies platform-wide
Org: Kaya Sync
Scope: Platform-wide: all organisations, all orders, all operators

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Preconditions

• Account created by System Admin with Internal Ops Supervisor role
• Has full read access to all scans, integrity assessments, event trails, and payouts

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1. Anomaly Review

Step 1.1: Receive Anomaly Alert

Supervisor is alerted when the system raises a risk flag (RiskFlagRaised event). Triggers include:

• VIDEO_REPLAY_SUSPECTED, same video content reused across scans
• TAMPER_SUSPECTED, physical integrity violation indicators
• GPS_MISMATCH, GPS coordinate inconsistent with expected location
• TIME_WINDOW_EXCEEDED, time between handover and receive scan exceeded policy
• DEVICE_UNTRUSTED, device risk flag
• OPERATOR_RISK_HIGH, operator behaviour anomaly
• Repeated dyad patterns (same two operators repeatedly transacting)
• Relabelling frequency anomaly (designee phone number changed repeatedly)

Step 1.2: Access Evidence Bundle

For each flagged container or operator, Supervisor accesses:

• All scan videos linked to the container (ORIGIN, HANDOVER, RECEIVE, DELIVERY)
• Integrity assessment for each scan, status, confidence score, full reason codes
• Custody chain visualisation (end-to-end timeline of all custody events)
• Operator identity, trust tier, and compliance history
• GPS trace for all involved operators during the relevant time window

Step 1.3: Assess Risk Level

• Supervisor evaluates whether the flag is a false positive or genuine risk
• Annotates finding with rationale (recorded in Event Store)

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2. Dispute Adjudication

Step 2.1: Dispute Opened

A dispute is opened automatically when a container reaches IntegrityHold state and a disputeOpened event is emitted.

Sources of disputes:

• Receive scan integrity: HOLD or FAIL
• Delivery scan: HOLD or FAIL
• Manual escalation from Dispatcher or Client Manager

Step 2.2: Review Dispute Evidence

Supervisor reviews the full evidence bundle:

• Origin scan → all handover/receive scans → delivery scan
• Integrity assessment at each scan with reason codes
• Identifies the liability window: last PASS scan → first HOLD/FAIL scan
• Reviews operator trust tier history at time of custody

Step 2.3: Resolution Options

Decision	Container State	Payout State
Override approved (operator-favourable)	IntegrityHold → InCustody	Held → Released → Triggered
Hold confirmed (ongoing investigation)	Remains in IntegrityHold	Remains Held
Fraud confirmed	Closed	Held → Reversed

All resolutions are recorded as immutable events with the Supervisor's identity and rationale.

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3. AI Override

Step 3.1: Review AI Hold Decision

• Supervisor can override an AI-generated HOLD decision
• Reviews video scan + reason codes + confidence score
• Considers operator history and context

Step 3.2: Issue supervisorOverridePass

• If Supervisor determines the hold is incorrect:
  • Container: IntegrityHold → InCustody
  • Payout: Held → Released
• Override reason and Supervisor identity logged in Event Store
• Fingerprint version not incremented on override (only increments on genuine AI PASS)

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4. Repack / Relabel Authorisation

Step 4.1: Repack/Relabel Request

• Raised when a container's contents must be repacked or the label (designee phone) must be changed in transit
• Requires Supervisor authorisation. Cannot be done by operator alone

Step 4.2: Supervisor Review

• Supervisor reviews the reason for repack/relabel
• Validates with evidence from current scan state
• If approved: a repackEvent or relabelEvent is recorded, new scan is required after relabelling

Step 4.3: New Scan Required

• After repack/relabel, a fresh scan is captured to re-establish the integrity baseline
• New fingerprint version issued on PASS

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5. Trust Tier Management

Step 5.1: Review Trust Tier Recommendation

• Fraud & Collusion engine may recommend a trust tier adjustment for an operator
• Supervisor reviews the evidence (dyad patterns, replay flags, GPS anomalies)

Step 5.2: Apply Tier Change

• Supervisor approves or rejects the recommendation
• Trust tier adjusted: e.g. TIER_2_BYOD → TIER_3_UNVERIFIED
• TrustTierUpdated event emitted
• Effects on operator: reduced aggregation eligibility, slower payout velocity, stricter evidence policy

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Edge Cases

Scenario	Behaviour
AI HOLD is a clear false positive (lighting issue)	Supervisor overrides with documented rationale; operator's track record preserved
Repeated GPS jumps from same operator	Supervisor escalates to fraud investigation; may suspend operator pending review
Repack requested but no valid reason provided	Supervisor rejects; container remains in current state
Supervisor overrides a case that later proves fraudulent	Override event is immutable and traceable; used in compliance audit

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