65. Keep Cancellation and Refund Records Internal and Minimal

Status

Accepted for the MVP working model; internal minimal records are resolved by ADR 0065 and the Admin CMS execution surface by ADR 0067. Exact Admin form fields, decision vocabulary, approval hierarchy, and gateway reconciliation remain open.

Context

Client-facing cancellation/refund interaction is intentionally manual through WhatsApp. Removing all structured records would make the operational result, payment action, entitlement effect, and audit trail depend on chat history alone.

Decision

Keep three minimal internal records and expose their execution through the Admin Cancellation & Refund Workspace:

• CancellationRequest: intake/reference to the manual WhatsApp request, affected transaction, requester/contact verification, timestamp, and current review status;
• CancellationDecision: append-only Admin decision with outcome, reason/policy context, affected Appointment/slot/entitlement effect, and actor/time;
• RefundAction: append-only financial action linked to Payment and the decision or explicit Admin policy exception, including amount, reason, approval, gateway/reconciliation result.

These records are Admin/internal operational data. MVP exposes no client self-service cancellation/refund UI, no direct ClientAccess mutation, and no requirement to store WhatsApp chat transcripts. Manual chat is the interaction channel; structured records are the domain/audit result.

Consequences

Positive:

• business keeps the simple manual WhatsApp workflow;
• operational and financial consequences remain queryable/auditable;
• chat provider/history is not the only source for internal state;
• no complex cancellation UX is required in public MVP.

Costs and constraints:

• Admin must enter a minimal result after manual handling;
• identity verification and privacy-safe note limits are required;
• records must not contain clinical narratives;
• exact policy and reconciliation still need operational definition.

Open follow-up

Define minimal Admin form fields, decision vocabulary, approval hierarchy, client communication, and reconciliation SLA.