Ecom OPS PlayBook

Authoritative guidance for daily ecommerce operations, reporting, and performance response.

Responsibilities Overview

Daily Operational Monitoring

Track daily revenue health, approval rates, and system performance across core flows.

Key Operational Actions

  • Review daily approval rate and declines by processor
  • Validate traffic health and alert on anomalies
  • Confirm critical dashboards and integrations are online

Fulfillment & Order Integrity

Ensure orders are fulfilled on time and reconcile any stuck or failed flows.

Key Operational Actions

  • Identify failed fulfillments and stalled orders
  • Coordinate with fulfillment vendors for resolution
  • Escalate recurring issues with root-cause notes

Payment Operations & Approval Rate Optimization

Optimize routing to maximize approvals while minimizing declines and risk exposure.

Key Operational Actions

  • Monitor hourly approval rate movement by MID
  • Adjust routing for underperforming MIDs
  • Track performance shifts after configuration changes

Rebill & Subscription Health

Maintain a steady rebill profile and rapidly address rebill failures.

Key Operational Actions

  • Track rebill success rates and failure reasons
  • Review retry strategies and cadence
  • Report rebill performance trends and anomalies

Fraud Detection & Risk Management

Reduce chargebacks and fraud while protecting approval rates.

Key Operational Actions

  • Monitor fraud flags and velocity patterns
  • Coordinate with risk team on emerging threats
  • Track fraud-related decline reasons

Refunds & Chargeback Prevention

Minimize revenue loss through proactive refund and chargeback mitigation.

Key Operational Actions

  • Review refund volume and root causes
  • Spot abnormal spikes by offer or funnel
  • Recommend process fixes to reduce disputes

Reporting & Performance Insights

Deliver accurate, timely reporting that supports operational decisions.

Key Operational Actions

  • Send daily ops reports and approval rate updates
  • Highlight deviations from historical baselines
  • Capture action items for follow-up

Affiliate & Monetization Support

Support affiliate flows and ensure monetization operations stay healthy.

Key Operational Actions

  • Monitor affiliate performance shifts and anomalies
  • Validate tracking and attribution integrity
  • Surface routing or conversion issues quickly

Launch & Lander Support

Support new offer launches, landers, and routing changes with diligence.

Key Operational Actions

  • Validate new flows in pre-launch checks
  • Monitor launch-day performance and issues
  • Document changes and outcomes for learning

Tools, Systems & Process Improvement

Maintain reliability of core ops tools and improve operating procedures.

Key Operational Actions

  • Track tool reliability and escalation paths
  • Recommend automation opportunities
  • Document recurring issues and fixes

Operations Playbook & Demos

Failed Fulfillment Playbook

Guide for identifying and resolving failed or stuck fulfillments.

Watch Failed Fulfillment Demo

Rebill Health Management Demo

Demonstration of monitoring rebill performance and responding to rebill failures.

Watch Rebill Health Demo