Admin Playbook
This section contains step-by-step guides for the most common operational scenarios you'll encounter as an admin. Each playbook is designed to help yo...
This section contains step-by-step guides for the most common operational scenarios you'll encounter as an admin. Each playbook is designed to help you diagnose a situation, understand what's happening, and take the right action.
How to Use This Playbook
- Identify the situation -- what triggered your investigation? An ops email alert? An investor inquiry? Something you noticed in the admin panel?
- Find the right playbook -- use the list below to find the scenario that matches.
- Follow the steps -- each playbook provides a diagnostic flowchart and step-by-step instructions.
- Check the audit trail first -- before taking any action, check the audit trail for the relevant investment or payment. It tells you what the system has already done and why.
Available Playbooks
| Scenario | When to Use |
|---|---|
| Investor's Payment Failed | You received a "retry exhausted" or "permanent failure" ops alert |
| Wire Not Received | A wire transfer is overdue or an investor asks about their wire status |
| Short Payment from Wire Fees | A wire arrived but the amount is less than expected |
| Investor Wants to Increase | An investor asks to invest more in an existing deal |
| Verification Issues | You received a "verification needs action" or "verification rejected" alert |
| Background KYC Monitoring | You need to monitor or investigate background KYC results |
| Stuck Investment | An investment has been in "committed" or "pending" longer than expected |
| Understanding the Audit Trail | You need to investigate what happened with an investment or payment |
| Resolving Ledger Suspense | Unresolved items in the reconciliation suspense account need attention |
| Manual Ledger Adjustments | You need to correct a ledger balance or reclassify a transaction |
| Updating People from Customer.io | You're building a Customer.io workflow that adds someone to a community or sets a signup code |
General Principles
- The audit trail is your best friend -- it records every significant action, status change, and decision. Start there when investigating anything.
- The system handles most things automatically -- don't intervene in automated processes (like payment retries) unless the system explicitly asks for help.
- Communicate with investors -- when admin action is needed, the investor usually needs to know what's happening. Be proactive, clear, and helpful.
- Document your actions -- use the notes field on records when you take manual actions, so the next admin who looks at this record understands what happened.
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