Feature Module
Investigation Workflows
Standardize investigation handling with owner assignment, SLA controls, escalation milestones, and closure evidence.
How it works
Alert creates a case
When a drift alert or violation is confirmed, it automatically creates an investigation case assigned to the appropriate analyst based on merchant segment.
SLA clock starts
The case tracks a 15-calendar-day remediation deadline with automated reminders at day 5, 10, and 13. Overdue cases escalate automatically.
Resolve with evidence
The analyst records the resolution (warning issued, content removed, merchant suspended, or false positive) with structured reason codes and evidence links.
Investigations
Evidence-based investigation queue
New
3
In Progress
5
Resolved
12
Warung SeribuPT Warung Seribu
Prohibited pharmaceutical content detected on merchant website
Merchant
Warung Seribu
Alert
BRAM violation: unlicensed pharma
Created
2026-03-12
Resolve Investigation
Evidence Scan
Resolution Type
Notes
Pho Minh TradingPho Minh Trading Co Ltd
MCC drift detected: category pivot toward prohibited content
Case ownership model
Each alert transitions into a case queue with an assigned owner and action timeline. One person is accountable for each case. Reassignment is tracked. Alerts that are acknowledged but never investigated are the most common failure mode. Explicit ownership prevents it.
SLA governance
Mastercard's MMP requires acquirers to investigate and resolve violations within 15 calendar days of notification. AURA enforces this with automated SLA tracking: reminders at day 5, 10, and 13, with automatic escalation when deadlines are breached.
Decision traceability
Resolution decisions include structured reason codes: false positive, merchant warned, content removed, merchant suspended, merchant terminated, or MATCH listed. Each resolution links to supporting evidence: screenshots, classification results, merchant communications.
Escalation controls
Cases can be escalated manually by analysts or automatically when SLA milestones are missed. Escalation routes follow configurable rules: by severity, by merchant segment, or by days overdue.
Frequently asked questions
- How are overdue cases handled?
- SLA milestones trigger automated reminders at day 5, 10, and 13. Cases that breach the 15-day deadline are automatically escalated and flagged as overdue in the compliance dashboard.
- Is the workflow auditable?
- Yes. Every ownership change, status transition, decision, and evidence attachment is preserved with timestamps.
- Can investigation workflows be customized?
- Yes. SLA timelines, escalation rules, and assignment logic can be configured per organization. The resolution reason codes are standardized to maintain reporting consistency.
- What happens after resolution?
- Resolved cases feed into compliance reporting. The resolution, evidence, and timeline are included in monthly MMP reports and are available for incident reporting if needed.