End-to-end outcomes · Claim to credit

Deduction to settlement

A retailer takes money off an invoice and asserts a reason. more

All outcomes

Starts when

A retailer deducts against an invoice

Ends when

The deduction is settled or recovered by credit

Accountable for the whole chain

Rafael Duarte

Head of trade and revenue control · Revenue Growth Management

Crosses

Cust SvcMarketingFinanceO2CA2L

Health

What the chain measures

Cycle time, wait and cost are computed on complete chains only. more

The chain, stage by stage

3 stages · the wait column is the gap before that stage began, measured on the chains that reached it

Stage	Document	Function	Tower	System	Reached	Wait before	Stage cycle	Confidence	Joined by
1Deduction takenvalue	deduction-claim	Cust Svc	O2C	erp-fi	170 · 100%	—	34.8 h	—	Origin 170
2Promotion checked	trade-promotion	Marketing	A2L	crm	40 · 24%	24.8 h	22.8 h	0.78	Inferred 40
3Credit issued	credit-memo	Finance	O2C	erp-fi	3 · 2%	17.7 h	24.1 h	0.72	Inferred 3

The deduction and the credit are both financial documents, while the promotion evidence sits in the customer system, so both steps cross a boundary. more

Chain state — an exhaustive partition of all 170 chains in this service into 4 states

Closed3 · 1.8%

Stalled150 · 88.2%

Open15 · 8.8%

Failed2 · 1.2%

How each chain was joined — a second exhaustive partition of the same 170 chains into 2 regimes

Inferred40 · 23.5%

Single stage130 · 76.5%

The distribution, not the average

Cycle time across the 3 complete chains, in ten equal bands

84–87 h

87–91 h

91–94 h

94–98 h

98–102 h

102–105 h

105–109 h

109–112 h

112–116 h

116–119 h

Fastest 3.5 d, slowest 5.0 d, median 3.9 d, mean 4.1 d. The mean sits above the median, so quoting the average alone would overstate what a typical chain of this service takes.

What the chain costs and carries

Cost is modeled from recorded touches. more

The commitment against this outcome

Deduction to settlement inside 21 days · owned by Rafael Duarte

Not measurable from this extract. more

This commitment sits alongside the function level service levels the estate already publishes, not instead of them. more

Who owns the delay

1 boundary disputes touch this service · 0 undecided

The register

Whether an unevidenced deduction is a marketing cost or a revenue lossDecided

When a retailer deducts against a promotion nobody can evidence, the money is written off. more

Marketing against Finance · arbiter Rafael Duarte · $1.3m claimed by neither side, with no wait timed against it

Trace one chain end to end

The 3 complete chains carrying the largest amounts. more

Chain	Counterparty	Market	Cycle	Waiting	Cost	People	Joined by
OI-CTC-0080	Duncastle Wholesale	United States	3.9 d	2.5 d	$15.19	1	Inferred 0.76	Trace
OI-CTC-0161	Kingsmere Wholesale Club	United States	5.0 d	45.1 h	$25.83	1	Inferred 0.64	Trace
OI-CTC-0006	Ferrostore Wholesale Club	Mexico	3.5 d	39.1 h	$25.83	1	Inferred 0.76	Trace

What this page is, and what it is not

Trade deduction is the least owned money in a consumer goods group. more

An outcome is assembled, not recorded. more

The ledger behind these chains is one week, 10 to 16 August 2026, which is 168 hours. more

Cost to serve is modeled from the touches the ledger recorded, not billed from a timesheet. more