Trust and oversight

A marketplace works only if both sides trust it. These are the mechanisms behind that trust, and the platform staff who run them.

Everything has an owner and a record

Every change to an order, every correction, approval, payment mark and staff action is recorded with who, when and what changed. Each order carries its own history and message thread, and staff actions go to the platform's audit log.

Two people for sensitive changes

Some decisions are too important for one person:

• running the monthly commission settlement,
• changing a supplier's commission rates,
• changing platform settings such as exchange rates, thresholds, category schemas, notification wording and staff roles.

One staff member proposes, and a different admin approves. Nobody can approve their own proposal.

Support access ("view as")

To help a user, support staff can look at the platform through that user's eyes. It is:

• read-only: nothing can be changed while viewing;
• tied to a support ticket;
• time-limited, 30 minutes by default;
• visible to the user, who is notified, with a banner shown throughout;
• logged from start to end.

Watching the flow

Platform operations staff watch for orders that are stuck, so buyers and suppliers don't have to chase:

• confirmations past their deadline,
• corrections nobody has answered,
• open disputes waiting for a mediator,
• supplier connections that stopped updating offers.

Leakage

Leakage is when a buyer and supplier meet on LCPP and then take their deals elsewhere to avoid commission. The platform looks for signs such as contact details shared in messages, a regular pair of buyer and supplier suddenly going quiet, quotes far below the supplier's own offers, and payments never reported. Each sign opens a case that staff review and close as dismissed, warned or paused, with a note.

Platform staff roles

Role	Looks after
Ops	Orders, exceptions, the supplier pipeline, connections
Catalogue	Master products, merges, category schemas, data quality
Finance	Commission, settlements, invoices, contract rates
Support	Helping users, including view-as access
Admin	Everything, including roles and settings, with a second admin for sensitive changes