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Exception Journeys
Cross-cutting exception patterns that apply across roles. Each per-role journey should reference these rather than re-define the same handling.
6.1 Unreadable phone number
The designee phone number is the cargo anchor. If it cannot be read, the journey is blocked at the offending stage until the right remediation is performed.
| Stage | Correct response |
|---|---|
| Origin | Rewrite number immediately, recapture proof and confirm last four digits |
| First-mile pickup | Block dispatch until corrected at origin |
| Mid-chain | Only authorised relabel / repack agent may correct |
| Last-mile | Delivery cannot be validated unless phone-number match is confirmed |
| Settlement | Payout held until evidence is resolved |
An unreadable phone number blocks dispatch unless corrected through approved remediation: rewrite at origin, authorised mid-chain relabel / repack, or rare supervisor override with reason code and evidence.
6.2 Offline capture
Capture is allowed offline; settlement is not.
| User | What they see | System behaviour |
|---|---|---|
| Operator | Saved on phone / amber pending sync / red sync gate | Evidence stored encrypted locally |
| Facilitator | Queue count and sync warnings | Helps force sync during market lull |
| Supervisor | Pending validation state | Cannot release settlement |
| Originator / Enterprise | Captured, awaiting validation | Status shown without payout release |
| Settlement | No release until server validation | Prevents offline fraud |
6.3 Cargo mismatch
| Mismatch | Action |
|---|---|
| Count mismatch | Recapture or HOLD affected container |
| Phone mismatch | Block transfer or delivery |
| Fingerprint mismatch | HOLD and reviewer queue |
| Geo / time anomaly | Risk flag and review |
| Missing receiving scan | Custody remains with sender |
| Designee refusal | Dispute opened, payout held |
6.4 Designee unavailable
| Attempt | Action |
|---|---|
| First attempt | Operator records failed delivery reason |
| Contact attempt | Call / SMS / WhatsApp / missed call event logged |
| Reschedule | New delivery window created |
| Alternative receiver | Only if policy permits and evidence captured |
| Final failure | Return, hold or dispute workflow |
Source
Kaya Sync — User Journeys: Originator to Designee, §6.