Reports Playbook (Admin)

Purpose: Step-by-step operational guide for handling user reports. Audience: Admin, Support, Operations Prerequisites: Admin role; access to /admin/reports.

Intake

1. Review new items in status pending.
2. Open the row menu (…) → “View entity” to validate context (listing/user).
3. If action is required, choose “Start review” → status under_review.

Investigation

• Verify reporter message and evidence URLs.
• Cross-check related data (listing details, user history, prior reports).
• If needed, contact parties via Admin Templates → Direct Message.

Resolution

• Resolve: Use “Mark resolved” when issue has been addressed.
• Dismiss: Use “Dismiss” when report is invalid or non-actionable.
• Reopen: Available for resolved/dismissed to continue review.

Notes

• Status updates are performed via SECURITY DEFINER RPC to bypass RLS safely.
• Notifications: reporter receives a system notification on status change.

Exports & Audit

• Export selected: CSV with key fields for handoff/compliance.
• Recommended: follow up with an audit-log entry (future improvement) that captures: report_id, old_status, new_status, actor_id, timestamp, reason.

Troubleshooting

• 403 on direct PATCH: use admin_set_report_status RPC (UI already wired).
• 400 enum mismatch: ensure RPC wrapper is called with text; wrapper casts to enum.
• Ambiguous overload: keep admin_set_report_status as the public entrypoint.

KPIs

• Pending queue size
• Average time to first review
• Average time to resolution

Links

• Feature: /features/reports
• RPC Reference: /data-model/rpc