When something goes wrong with money.
WHAT MAKES IT DIFFERENT
Customers are affected financially, and the clock matters more.
WHAT TO ESTABLISH FIRST
Whether money is moving incorrectly, and whether to stop it.
WHAT STOPPING MEANS
Disabling the affected flow, accepting the outage.
WHY THAT IS FREQUENTLY CORRECT
Continuing while money moves wrongly multiplies the damage.
WHAT TO DETERMINE NEXT
Scope: which transactions, which customers, what value.
WHAT TO PRESERVE
Logs and records, before anything is changed.
WHAT TO COMMUNICATE
- To customers: what happened and what you are doing
- To the provider and partners: promptly
- To the regulator: where required, within the defined period
WHY REGULATORY NOTIFICATION MATTERS
Delay compounds the consequence.
WHAT REMEDIATION INVOLVES
Correcting balances through visible entries, never silent edits Refunding or reversing where appropriate Confirming each affected customer is whole
WHAT TO NEVER DO
Adjust records without a trail Resolve quietly and hope nobody noticed
WHAT TO PRODUCE AFTERWARDS
A written account: cause, impact, resolution, and prevention.
WHAT TO VERIFY WEEKS LATER
That the preventive actions were completed.
