Quality & Risk
Coordinators monitor platform quality through fraud detection, feedback management, support tickets, and parent issue reports. This page covers the full quality assurance and risk management toolkit.
Fraud Alerts
The fraud detection system automatically flags suspicious activity such as unusual session patterns, duplicate check-ins, or billing anomalies. Coordinators review and resolve these alerts.
| Endpoint | Method | Description |
|---|---|---|
/admin/fraud-alerts/check | POST | Trigger a manual fraud detection scan |
/admin/fraud-alerts | GET | List all fraud alerts with status and details |
/admin/fraud-alerts/:id | PATCH | Update alert status (acknowledge, resolve, escalate) |
Fraud Alert Lifecycle
| Status | Description | Coordinator Action |
|---|---|---|
| Detected | System has flagged suspicious activity | Review the alert details and investigate |
| Acknowledged | Coordinator has seen the alert and is investigating | Complete investigation, gather evidence |
| Resolved | Investigation complete, issue addressed or dismissed | No further action |
| Escalated | Requires senior review or external action | Coordinate with management |
Frontend page: /admin/risk
Feedback Management
Parents and tutors submit feedback after sessions. Low NPS scores are automatically flagged for coordinator review.
| Endpoint | Method | Description |
|---|---|---|
/feedback/admin/flagged | GET | Feedback with NPS < 6 (auto-flagged for review) |
/feedback/admin/all | GET | All feedback records across the platform |
/feedback/admin/:id | PATCH | Update feedback review status and notes |
Feedback Review Fields
| Field | Type | Description |
|---|---|---|
approved_for_public | boolean | Whether this feedback can be shown publicly (e.g., on tutor profiles) |
flagged_for_review | boolean | Auto-set to true when NPS < 6; can be manually toggled |
coordinator_review_notes | string | Internal notes on the review outcome and any actions taken |
Frontend page: /admin/reviews
Support Tickets
Users submit support tickets for issues that do not fit the session dispute flow. Coordinators manage the full ticket lifecycle.
| Endpoint | Method | Description |
|---|---|---|
/tickets/admin | GET | List all support tickets |
/tickets/admin/:id | PATCH | Update ticket status, assignee, or priority |
/tickets/:id/comments | POST | Add a comment to a ticket thread |
Ticket Status Flow
| Status | Description |
|---|---|
| Open | Ticket submitted, awaiting coordinator assignment |
| In_Progress | Coordinator is actively working on the issue |
| Resolved | Issue addressed, pending user confirmation |
| Closed | Ticket fully resolved and archived |
Frontend page: /admin/tickets
Parent Issues
GET /admin/issues -- returns all parent-reported issues linked to specific appointments. Parents can select one or more sessions when filing an issue. There is no time window restriction on reporting.
Parent issues are distinct from support tickets -- they are always linked to specific appointments and represent complaints about the tutoring experience (e.g., tutor late, session quality concerns, scheduling problems).
Discrepancies
Hour discrepancies (when parent and tutor disagree on session duration) are managed through the Session Operations page. They appear on /admin/discrepancies and are resolved independently of the quality workflows on this page.
Frontend Pages Summary
| Route | Purpose |
|---|---|
/admin/risk | Fraud alerts and risk monitoring dashboard |
/admin/tickets | Support ticket management |
/admin/reviews | Feedback review and moderation |