Closed-Loop SLA · Today
96.4%
↑ 0.7% vs 7-day · target 95%
Returns This Week
412
↑ 6.5% vs 7-day avg (387)
Net Cost of Returns · 30d
$8,420
↓ 8.3% vs 7-day avg ($9,180)
Autonomous Rate
0.83
RMAs resolved without human touch
Active signals (3)
View all →
HIGH
FRAUD_CLUSTER_FORMING
5 RMAs in 18 hours from 3 IPs · SKU 87412 (Wool sweater)
MED
RMA_STALL_RISK
4 RMAs past expected receipt window · WMS · ShipBob route
LOW
CHARGEBACK_WINDOW
Rachel notified — dispute window closes for RMA-7891 in 2d 14h
Team workload
Detail →
Elena
Inspector
In queue12
Graded today8
Avg time6m
Jordan
Inventory
Awaiting approval4
Autonomous rate0.83
Override rate0.07
Rachel
Finance
Chargebacks open1
SLAsAll green
All
HIGH
MED
LOW
FRAUD_CLUSTER
STALL_RISK
Anomaly
Unassigned
| RMA | Signal | Cause | Age | Assigned |
|---|---|---|---|---|
| RMA-8412 | HIGH FRAUD_CLUSTER | 3 IPs · SKU 87412 · 18h window | 2h 14m | — |
| RMA-8398 | MED STALL_RISK | WMS · no scan event in 36h | 6h | Elena |
| RMA-8377 | MED ANOMALY | Returns rate spike · category Outerwear | 9h | — |
| RMA-8341 | LOW CHARGEBACK_WINDOW | Stripe · $182 · closes in 2d 14h | 14h | Rachel |
HIGHFRAUD_CLUSTER_FORMING · SKU 87412
Dismiss
5 RMAs were initiated against the same SKU (Wool sweater) within an 18-hour window. Three distinct IP addresses were used to place the original orders, with overlapping device fingerprints and shipping ZIPs that do not match historical patterns for the same shopper accounts.
Timeline
09:14 — RMA-8341 initiated · shopper @a4f1 · IP 73.x
14:22 — RMA-8377 initiated · shopper @b2c8 · IP 73.x
18:50 — RMA-8412 initiated · shopper @c1d9 · IP 41.x
22:11 — RMA-8419 initiated · shopper @a4f1 · IP 96.x
02:47 — RMA-8423 initiated · shopper @b2c8 · IP 41.x
09:14 — RMA-8341 initiated · shopper @a4f1 · IP 73.x
14:22 — RMA-8377 initiated · shopper @b2c8 · IP 73.x
18:50 — RMA-8412 initiated · shopper @c1d9 · IP 41.x
22:11 — RMA-8419 initiated · shopper @a4f1 · IP 96.x
02:47 — RMA-8423 initiated · shopper @b2c8 · IP 41.x
Team performance · last 7 days
| Member | Role | Volume | Avg time | Override rate | SLA |
|---|---|---|---|---|---|
| Elena | Inspector | 62 / wk | 6m | — | Green |
| Jordan | Inventory | 28 / wk | 2m | 0.07 | Green |
| Rachel | Finance | 4 disputes / wk | 22m | 0.18 | 1 SLA at risk |
Policy proposals from the Learning Agent (2)
"Restock Section B → Liquidate" — proposed for SKU 87412
Jordan has overridden the system's recommendation 8 times in the last 21 days on this SKU. Each override moved the disposition from "Restock B" to "Liquidate." Accepting this proposal will make Jordan's pattern the default for all SKU-87412 returns at Grade B or below.
"Auto-approve refunds < $25 for repeat shoppers (≥10 orders, ≤2 returns)"
Rachel has held and then released 14 refunds in this profile range over 6 weeks, all manually. Accepting this proposal will skip the hold-for-review step for shoppers matching the criteria.
Thresholds
Autonomous-mode confidence cutoff per agent. Cold-Start duration override. SLA target.
Configure →Notification routing
Per-role, per-severity channel defaults. Quiet hours. Out-of-hours escalation chain.
Configure →Integrations
OMS, WMS, Payment, Accounting, CS, Carrier, SES status, credentials health, last sync.
Configure →Users & roles
Read-only mirror of merchant's IdP group → LumaCogent workspace mapping. Editing happens in the IdP.
View →Policy library
Accepted policy proposals from the Learning Agent. Merchant-wide rules with revoke option.
Configure →