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Manage spend enforcement and customer suspensions

Set a spend ceiling for each of your customers, review the calls Phonovo's fraud protection has allowed or blocked, and clear a customer's account if it's been suspended for unusual spend.

Who this is for: partners

Before you start

  • Access to your Phonovo partner portal.
  • Every customer already has a platform-wide spend cap that Phonovo applies automatically, and your customer can set their own voluntary cap too — whichever of the three caps (Phonovo's, yours, and the customer's) is tightest is the one that applies. This page lets you add your own ceiling in the middle.
  • To look up or edit a specific customer's cap you'll need their domain ID — a technical identifier that isn't currently shown elsewhere in the partner portal. If you don't have it to hand, ask Phonovo support for the customer's domain ID.

Steps

Setting a customer's spend cap

  1. In the sidebar, select Insights, then choose Spend Enforcement.
  2. On the Customer caps tab, paste the customer's domain ID into the Customer domain UUID field and select Load. You'll see an error here if the ID doesn't belong to one of your customers.
  3. Check the Current effective cap panel — this shows the cap that applies to the customer right now, and which tier set it (Phonovo's platform cap, your partner cap, or the customer's own voluntary cap).
  4. Under Edit your partner cap, enter an amount in pence in the Partner cap field. Leave it blank and save to clear your cap and fall back to whichever of the other two tiers applies.
  5. Optionally add a note in Change reason — this is saved to the audit log.
  6. Select Save cap.

Screenshot

Screenshot of the Customer caps tab showing the domain lookup, the current effective cap panel, and the partner cap edit form.

Reviewing enforcement decisions

  1. On the Decisions tab, use the filters to narrow the list by customer domain ID, by decision (Allow, Block pre-call, Block mid-call, Shadow: would block, Shadow: would allow), or by decision point (Pre-call, Mid-call, Post-call record).
  2. The table lists each decision with when it happened, the customer (shown as the first part of their domain ID), the decision, which cap tier applied, the number dialled, the projected call cost, and the applicable cap.
  3. Use Previous and Next to page through the results.

Screenshot

Screenshot of the Decisions tab showing the filter row and the results table with decision badges.

Resolving a suspension

  1. On the Suspensions tab, switch between Active and Resolved to see current or past suspensions. Each row shows whether the suspension is partner-wide or for a specific customer domain, the reason, and the cap that was breached.
  2. For an active suspension, select Resolve.
  3. In the dialog, choose the option that best describes what you found: Legitimate usage — investigation cleared, Confirmed fraud — remediated, or Wrongly triggered — engine bug.
  4. Type at least 20 characters explaining what you found or did — this is required and is saved to the audit trail.
  5. Select Resolve suspension to lift the block.

Screenshot

Screenshot of the Suspensions tab with an active suspension and the resolution dialog open, showing the three resolution options and the reason text box.

Note

If you're not sure why a suspension fired, investigate before clearing it — resolving a suspension without understanding the cause can leave a real problem unresolved for that customer.

Ask Olivia

You can also ask Olivia, the in-portal assistant, to walk you through this.