Queries: from a dispute to a ruling
A query is a client representative's challenge to something that was
captured, for example "that shelf price is wrong". Representatives raise
them from the rep app or the client portal and must pick a reason
code. The reason decides which questions they answer (the price on the
shelf, what happened, a photo), so every query arrives with evidence, not
just free text.
The list: Reports → Queries
Queries are listed soonest-due first, with the time remaining against
the service-level clock. Filter by status, reason or who raised it, or tick
Overdue only. Two CSV downloads sit above the table: One row per
query (claim, clock and decision) and Audit trail (every event).
A query's page
- The header names the reason and the disputed item, with its status.
open the Call opens the Call behind it, so you can read the raw
answers and photos.
- Three tiles show the clock: Time remaining, Provantage-held and
Client-held. While a query is with the client, our clock is paused and
theirs is running.
- What the client claims and Evidence show their side. The
Timeline, Referrals and Rulings show everything that has
happened, in order.
Working a query
Owners, admins and supervisors see an Adjudicate panel:
- Interrogate moves it into review while you look at the evidence.
- Rule records the outcome: Upheld (the rep is right, correct the
data) or Dismissed (the evidence stands). A reason is required
(at least 10 characters) and is shown to the representative.
- Refer to client hands it to a client sign-off approver, with a
reason and your recommended position. Their ruling is final and is
recorded against them by name.
- Attach evidence adds a photo or file from the disputed Call.
- Close ends it. Nothing more can be done after closing.
An upheld ruling creates a correction: the original answer is never
overwritten, the new value is recorded next to it, and anything that was
scored from it is recalculated.
Deadlines
A query that passes its deadline is escalated automatically to the
escalation owner, and a warning goes out before that happens.