Admin Customer Operations

This flow explains daily customer-facing operations for support and operations teams.

What admins can do

• Search and inspect customer account state
• Ban or unban users according to policy
• Help recover account access (including MFA recovery operations)
• Review order and payment state for troubleshooting
• Apply controlled balance adjustments with documented reasons
• Perform manual order interventions where policy allows

Typical support workflow

flowchart TD
    issue[CustomerIssueReported] --> identify[FindUserAndValidateIdentity]
    identify --> diagnose[CheckAccountOrderWalletState]
    diagnose --> action{NeedAdminAction}
    action -->|No| guidance[ProvideCustomerGuidance]
    action -->|Yes| execute[ExecuteAuthorizedAdminOperation]
    execute --> audit[RecordAuditAndSupportNote]
    guidance --> close[CloseSupportCase]
    audit --> close

Core operations

Account controls

• Ban/unban user based on abuse, compliance, or security policy
• Remove blocked authentication factors during verified recovery

Wallet controls

• Deposit: credit balance
• Consume: deduct balance
• Freeze: move spendable funds into hold
• Unfreeze: release held funds

Every balance adjustment should include clear human-readable reason text.

Order controls

• Check unpaid/paid/delivered status
• Assist with payment confirmation disputes
• Use manual paid marking only under approved internal process
• Handle partial compensation using approved balance adjustment process

What admins cannot do

• Perform actions outside assigned role permissions
• Adjust funds without reason and audit trace
• Access or modify customer credentials directly
• Use manual interventions as a substitute for payment controls and reconciliation policy