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Complaints
SkeletonHow complaints interact with billing, holds, objections and issue-out.
Skeleton page. Drop process notes, Kraken steps, and examples under each heading. Orange-dot pages in the nav still need filling.
Purpose
How complaints interact with billing, holds, objections and issue-out.
Quick links
Add sheets, KO pages, Slack deep-links, forms.
• Link 1 — what it is used for
• Link 2 — who owns it
• Link 2 — who owns it
If there is an open complaint
Do not issue / do not object until checked with owner.
Write steps, rules, exceptions, and who to ping.
Logging
Where it lives, what billing must note.
Write steps, rules, exceptions, and who to ping.
Ombudsman / deadlock
What billing can and cannot say.
Write steps, rules, exceptions, and who to ping.
Held invoices
Manually held + reminder on account.
Write steps, rules, exceptions, and who to ping.
Kraken checks
| Check | What to look for | If wrong |
|---|---|---|
FAQ
Common questions from the floor.
Q: …
A: …
A: …
Internal use only. Do not name Kraken or internal tools to customers.
Updated 16 Sep 2026