A credits desk that decides the routine claims and escalates the patterns.
The credits desk works the credit requests your team logs today. It checks each one against the order, the delivery and the customer’s claim history, decides what its limit allows, and escalates the rest.
Credit requests logged in case management by your customer team, for business customers.
It reads orders, deliveries, invoices and claim history. It writes case status, and credit notes within its limit.
You set the credit policy and the limit bands. It approves within its band and escalates anything above it, or anything that looks like a pattern.
It never pays above your threshold, never tells the customer itself, and never handles claims from individuals. Those stay with people.
“Decide credit requests from business customers against our credit policy. Approve within your limit, decline with the rule you relied on, and escalate repeat claims and anything above your limit. Report to the customer operations lead.”
The floors no configuration can weaken
Seven limits sit under every level, level 5 included. Your own limits can only tighten them.
A person decides. The threshold is yours to lower, never to remove.
Nothing is signed, agreed, or terminated without a person.
A relationship is not a record to be closed. It stops with a person.
Reporting lines, roles, and who is accountable are set by people.
No AI employee can raise its own level or anyone else’s.
Anything leaving the organisation is gated, whatever the level.
Handled under your rules, with a person deciding on anything that acts on it.
A credit approved within policy, and a pattern escalated.
Each decision carries the policy rule it relied on, so a disputed credit is answered with the rule and the evidence as they stood.
Why it escalated: each claim alone sits inside its limit. Four in a quarter is a pattern, and patterns go to a person.
Small credits are approved to save time, without the delivery record.
Every credit is checked against the delivery, with the rule it relied on attached.
Repeat claims are noticed by whoever happens to remember.
Repeat claims are escalated as patterns, with the history in one place.
Credits above the threshold wait in someone’s inbox.
Above your threshold a person decides, with the case already assembled.
Two weeks on last month’s credit requests.
It proposes a decision for every credit request your team handled last month. You compare its proposals with what your people decided, and nothing in your systems changes.
Two-week retrospective evaluation
You see where it would have approved, declined or escalated, and which patterns it would have caught, with the policy rule behind each.
Budgeted like an operational role · Zero token metering
Expenditure is tied to completed operational outcomes, not token consumption or prompt volume. A high-volume month or quarter never generates a variable surprise bill, providing fixed annual forecasting for CAIOs, CFOs, and Procurement leads.
Customer credits
The pilot role. Routine credits within the first band, patterns and larger claims escalated.
Credit limits and order holds
Decides orders over a customer’s limit on its payment record.
Discount approvals
Decides discount requests within your bands and margin rules.
