01
Define states and handoffs
Use a controlled status model for received, waiting, under review, approved, declined, communicated, completed, changed, and reconciled outcomes as appropriate. Each transition needs an owner and permitted trigger.
PCXProgram operations
Build an operating system around the customer promise
A program is operationally ready when teams can move a Shopify event through evaluation, downstream coordination, communication, support, and reconciliation with clear ownership and evidence.
02
Operate exceptions deliberately
Queue ambiguous or failed cases rather than forcing them through the happy path. Set review authority, evidence requirements, service expectations, and escalation rules.
03
Make reporting part of the workflow
Capture identifiers and timestamps when events happen so reconciliation does not depend on manually reconstructing history. Reports should distinguish commercial outcomes from technical delivery and provider outcomes.