Dashboard

Security Funnel Edition — Monitor fraud, ODR, and team performance

🚨
3 Fraud Alerts Require Investigation
2 IMEI mismatches detected, 1 serial returner flagged (>2 returns in 6 months). Review in Security Dashboard immediately to prevent fraudulent returns.
Messages Today
--
↑ 15% vs yesterday
Fraud Attempts Blocked
--
↑ 3 this week
Current ODR
--%
Target: <1% ✅
AI Vision Accuracy
--%
↑ 2.1% this month

Message Volume (7 Days)

System Status

Inventory API 287ms
Amazon SP-API 2m ago
OpenAI GPT-4o 15 calls
PostgreSQL Healthy

Recent Security Events

Time Event Type Order ID Buyer Status Action
12m ago 🚨 IMEI Mismatch #114-3829472 Michael Roberts High Risk
1h ago ⚠️ Serial Returner #114-9283746 Karen Davis Medium Risk
3h ago ✅ iCloud Lock Removed #114-4567891 Emma Thompson Resolved

🛡️ Security Dashboard

Fraud detection, IMEI verification, and buyer risk management

Fraud Attempts Blocked
12
This month
IMEI Mismatches
3
Requires investigation
Serial Returners
8
Flagged (>2 returns/12mo)
Warranty Void Cases
5
Physical damage detected

Active Fraud Investigations (3)

🚨
IMEI Mismatch — Device Swap Suspected
Order: #114-3829472 • Buyer: Michael Roberts
Device: iPhone 11 128GB Black
Issue: Photos show IMEI 356789012345999, but shipped device was IMEI 356789012345678
Risk Score: HIGH (8/10) — 3rd return in 6 months
⚠️
Serial Returner — Requires 7-Photo Verification
Order: #114-9283746 • Buyer: Karen Davis
Device: Samsung Galaxy S20 FE
Issue: "Battery draining fast" — same complaint as previous return
Risk Score: MEDIUM (6/10) — 3 returns in last 12 months
🚨
iCloud Lock Not Removed — Return Blocked
Order: #114-1234567 • Buyer: David Martinez
Device: iPhone 12 Pro 256GB
Issue: AI Vision detected "Activation Lock" screen in photo #7
Risk Score: HIGH (7/10) — Device cannot be resold if locked

Serial Returner Watchlist

Buyer Name Risk Score Total Returns Last Return Common Complaint Action
Michael Roberts HIGH (8/10) 3 returns Today IMEI mismatch
Karen Davis MEDIUM (6/10) 3 returns 2 days ago Battery issues
John Smith MEDIUM (5/10) 2 returns 1 week ago Screen defects

🔗 Inventory Link

IMEI tracking and hardware data enrichment

API Configuration

Base URL for internal inventory system
Stored securely in Railway environment variables
Railway.app auto-configured

Integration Health

Response Time (24h avg) 287ms
Target: <500ms ✅
Success Rate 99.7%
API Calls Today 723
Failed Calls 2
Last failure: 6h ago (timeout)

IMEI Tracking Database

Order ID Device IMEI / Serial Battery Health (Ship) Warranty Expires Account Status Ship Date
#114-3829472 iPhone 11 128GB 356789012345678 92% 2026-04-15 Unlocked 2026-01-10
#114-9283746 Samsung S20 FE 358123456789012 89% 2026-05-20 Unlocked 2026-02-18
#114-4567891 iPad Air 64GB DMPR2ABCDEFGH 95% 2026-06-01 Unlocked 2026-03-01
#114-7891234 iPhone 12 Pro 256GB 357890123456789 85% 2026-05-10 Unlocked 2026-02-08
#114-2345678 MacBook Air M1 C02ABCDEFGHJ 91% 2026-07-15 Unlocked 2026-04-15

⚡ ODR Protection

Fast-track replacements and keyword compliance monitoring

Current ODR
0.68%
Target: <1% ✅
Fast-Track Replacements
23
This month
Avg Dispatch Time
18hrs
↓ 6hrs improved
Replacement CSAT
4.9/5
⭐ Excellent

📦 Fast-Track Replacement Pipeline (3 Active)

Order #114-3829472 — iPhone 11 128GB
IN TRANSIT
├─ Return Status: In Transit (arriving tomorrow)
├─ Replacement: ⚠️ NOT YET DISPATCHED
├─ Customer Notified: "Return received, replacement being prepared"
└─ ODR Impact: On track (24hr window)
Order #114-9283746 — Samsung Galaxy S20
COMPLETE
├─ Return Status: Delivered (2 days ago)
├─ Replacement: ✅ DISPATCHED (tracking: ABC123456)
├─ Customer Feedback: 5-star review received
└─ ODR Impact: Prevented negative feedback
Order #114-1234567 — iPad Air 64GB
MONITORING
├─ Return Status: Label created (not yet shipped by buyer)
├─ Replacement: On hold (awaiting return transit confirmation)
├─ Estimated Ship: Buyer has 7 days to return
└─ ODR Impact: No action required yet

🔍 Keyword Compliance Checker

Amazon Renewed Quality Program (RQP) Terminology

❌ Non-Compliant ✅ Compliant Alternative Status
"Used" "Refurbished" or "Renewed" Auto-Replace ON
"Second-hand" "Renewed" Auto-Replace ON
"Tested" "Inspected & Certified" Auto-Replace ON
"Pre-owned" "Refurbished to Amazon Renewed Standard" Auto-Replace ON
✅ Compliance Score: 100% (Last 100 Messages)
All AI-generated drafts automatically scanned and corrected before sending

Inbox

Loading tickets...

Select a ticket to view messages.

Team & Roles

Manage team members and permissions

Name Email Role Status
John Doe john@example.com SUPER_ADMIN Active
Jane Smith jane@example.com AGENT Active

Amazon Accounts

Manage all Amazon Seller accounts

Marketplace Seller ID Region Status
Amazon UK A1F83G8C2ARO7P Europe Connected
Amazon DE A1PA6795UKMFR9 Europe Connected
🌟 Policy Reference

Decision Trees

Structured, policy-compliant resolution flows for every customer scenario

16Trees
6Categories
100%Policy-Aligned
🔧 Faults & Defects
🔧 Device Fault Reported — 31 to 90 Days
Device Fault Reported
31–90 days
Troubleshoot suitable and not already tried?
No
Yes
Offer relevant steps
If it fails
Request six-side photos if not held
Proceed to return / inspection
Guardrail: do not delay serious, safety, or hardware faults; never refuse a return where inspection is needed
🔧 Device Fault Reported — 91 to 365 Days
Device Fault Reported
91–365 days
Request six-side photos unless already held
Photos show physical / liquid damage?
Yes
Appears out of warranty; offer paid repair after assessment, or return
No
Inspect; confirm outcome after assessment
Guardrail: technical faults under normal use only; never confirm OOW from ambiguous photos. When in doubt, inspect
📦 Returns & Refunds
💳 Refund / Return Request
Refund / Return Request
Refund issued OR A-to-Z open?
Yes
Acknowledge only, do not re-offer, flag to manager
No
Within 30-day window?
Yes
Follow Amazon return process
No
Eligibility depends on policy and review; flag to manager
Guardrail: managers approve all refunds; agents never promise
📦 Item Not Received
Item Not Received
Tracking confirms delivered?
No
Reassure; check tracking status
Yes
State neutrally; ask to check household, neighbours, safe places
Still missing?
Yes
Open carrier investigation
High-value item?
Yes
May require signed declaration and police reference if approved
No
Proceed with carrier claim
Guardrail: no fraud accusations; no ID or address requests in messaging; no refund until confirmed and manager approved
🛡️ Warranty Query
Warranty Query
What is the situation?
General question
Explain 12 months from delivery, technical faults, subject to inspection
Claim
Route to fault tree by time band
Suspected damage
Request evidence / inspect before deciding
Guardrail: exclusions = accidental, drops, cracks, pressure, liquid; never decide from the message alone
🔍 Authenticity & Compatibility
Authenticity / Condition Concern
Authenticity / Condition Concern
Condition disputed?
Yes
Request six-side photos; inspect or flag to manager
No
Explain renewed grading and testing; do not overstate beyond listing
Guardrail: claim genuine parts only where supported; water resistance not guaranteed; never say waterproof
Compatibility Query
Compatibility Query
Apple or non-Apple?
Apple
USB-C for 15 and newer; Lightning for 14 and earlier
Non-Apple
Same rules; adjust wording for Google/Samsung account and FRP lock
Guardrail: do not confuse port types; no unverified product claims
⚡ Battery & Safety
Battery Complaint
Battery Complaint
Performance symptoms? drain, shutdowns, warnings
Yes
Acknowledge concern; request photos, health screenshot, charger/cable, warning messages
No
Explain health vs performance; still request data if unclear
Guardrail: never dismiss on percentage alone; weave requests into conversational prose, not a checklist
Safety Concern Reported
Safety Concern Reported
Heat, burning smell, or swelling?
Yes
PRIORITY: stop use and charging; cool in safe area; do not leave charging unattended
Request photos only if safe; prioritise; no outcome promise before inspection
No
Route to Battery / Performance tree
Guardrail: do not dismiss, do not delay, no unsafe workarounds such as charging overnight
📱 eSIM & Variants
eSIM / US-Variant Query - iPhone 14 and Newer
eSIM / US-Variant Query
iPhone 14 and newer
Device unsuitable to customer?
No
Reassure genuine and tested; guide eSIM setup via network provider
Yes
Accept return via Amazon; physical-SIM swap subject to stock and manager
Guardrail: no time guarantee; no full-refund promise unless confirmed in CASE INPUT
💰 Pricing & Policies
Discount Request
Discount Request
Explain value / listing pricing
Off-platform deal asked?
No
Polite: no direct discount available
Yes
Decline; keep all dealings on Amazon
Guardrail: no invented pricing; no off-platform transactions
Device Fault Reported - 0 to 30 Days
Device Fault Reported
0-30 days
Amazon return open?
No
Refund clearly requested?
Yes
Follow Amazon process, one request is enough
No
Offer replacement subject to stock, or explain return
Yes
Reassure and explain return
Guardrail: no refund or replacement promise unless CASE INPUT confirms
🔒 Locks & Missing Items
Returned Device Locked - iCloud / FRP
Returned Device Locked
iCloud / FRP
Ask customer to remove lock within inspection window
Removed in time?
Yes
Proceed normally
No
Limited outcome while locked; manager review. Deduction may apply, reversible if unlocked later
Guardrail: keep wording supportive, not punitive; deduction detail stays internal; reversible once device is usable
Missing / Wrong Item
Missing / Wrong Item
Verify against listing description
Value at or under 15 pounds?
Yes
Offer replacement accessory or partial refund up to 15 pounds
No
Manager review; above 15 pounds or device related
Guardrail: generic compatible accessory where original unavailable; anything above 15 pounds goes to a manager
🔁 Change of Mind
Change of Mind Request
Change of Mind Request
Within standard return window?
Yes
Explain Amazon returns neutrally; let customer proceed
No
Eligibility depends on Amazon policy and review; flag to manager
Guardrail: never imply suspicion of price-gaming or remorse; keep warm and neutral; no refund promise unless confirmed
🔧 Out-of-Warranty
Out-of-Warranty Repair Possible
Out-of-Warranty Repair Possible
Assessed and manager-approved quote exists?
No
Set expectation only; no price yet
Yes
Relay quote: 2 days to accept, 1 reminder, then day-3 return as-is if silent
Customer accepts?
Yes
Bank transfer before repair; manager handles payment; verify vs Amazon policy
No
Return device as-is
Guardrail: never offer or quote a price before assessment and approval; flag off-platform payment risk

AI Templates

Policy-compliant response templates

Return Accepted

Hi {{customerName}}, your return for {{itemName}} has been accepted. Please use this label...

Defect Missing Info

We're sorry to hear about the defect. Could you please provide 2 photos of the damage?

Settings

System configuration and integrations

🔗 API Integrations

For Visual AI inspection and text generation

🤖 Auto-Send Controls (Owner Only)

Enable Auto-Send
AI automatically sends replies when confidence ≥95%
85% 95% (Current) 99%
Requirements for Auto-Send:
✅ Confidence Score ≥ 95%
✅ Compliance Score = 100%
✅ Sentiment = Neutral or Positive
❌ Excluded Categories: Returns, Fraud Flags

🚀 Railway.app Deployment

Environment Production
Database PostgreSQL 15+ (Managed)
SSL Status ✅ Auto-Provisioned
Secrets Configured ✅ Amazon LWA, OpenAI, DB URL
Last Deployment 2 hours ago (v2.5.0)

Analytics

Performance metrics and insights

Avg Response Time
6.3min
↓ 0.8min improved
Fraud Prevention Rate
94.2%
12 attempts blocked
ODR Compliance
0.68%
Target <1% ✅
AI Vision Accuracy
94.2%
↑ 2.1% this month

Security & Fraud Analytics

IMEI Mismatches
3
This month
Serial Returners Flagged
8
>2 returns/12mo
Warranty Void Cases
5
Physical damage
Account Locks Detected
7
iCloud/Google/Samsung

Inventory API Performance