Manual discounting was flooding support with tickets
The Edit Selling Price page needed to automate corporate booking modifications and offline invoice processing. Manual handling of discounts and booking modifications had led to high support ticket volumes — so the fix combined process automation with new self-serve features: tiered discount approval, cancellation options, and improved booking capabilities.
Three layers, each with its own approver and threshold
Every discount request routes through up to three approval layers depending on how far the requested price falls below the property's standard selling price. Black arrows carry approval actions; red arrows are notification-only and don't block the flow.
1st Layer — Auto Approved / Site Discount Rule
The request goes straight to the CSE (Customer Support Executive) for immediate approval — no manual review needed.
Direct flow → CSE2nd Layer — Manual Approved / Corporate Limit Percentage
If the request needs manual intervention or hits a corporate limit percentage, it goes to the Manager first, then flows back to the CSE for final approval. Red arrows here are notifications only.
Manager → CSE3rd Layer — Manual Approved / 3rd Layer Bulk Upload
Bulk uploads or deeper discounts escalate to the Central/Regional team, then to the Manager, then to the CSE for final sign-off.
Central/Regional → Manager → CSEEach layer is a progressively deeper discount threshold
The requested price is compared against three descending thresholds. Meeting the 1st layer price approves at the top tier; falling short pushes the request into deeper, more scrutinized discount layers.
| Price Request | 1st Layer | 2nd Layer | 3rd Layer |
|---|---|---|---|
| — | 146,718 | 116,151 | 81,510 |
| 130,000 | — | YES | — |
| 90,000 | — | — | YES |
| 147,000 | YES | — | — |
| 100,000 | — | — | YES |
| 117,000 | — | YES | — |
Layer functionality
- A request must meet a layer's threshold to be approved at that layer.
- Falling below a layer's threshold flags the request for review at the next level.
- IDR 130,000 clears the 1st layer and lands at the 2nd; IDR 90,000 needs the deepest discount and skips straight past the 1st layer.
Technical workflow
- Input the requested price into the system.
- Compare it against the 1st, 2nd, and 3rd layer thresholds.
- Auto-approve on match, or flag for manual approval.
- Each subsequent layer applies progressively deeper discount logic.
What automation actually moved
The approval flow in the field
Sales agents submit an edit-selling-price request with proof of owner approval; each layer's manual reviewer can approve or reject with a reason, and every request logs its original price against the auto/2nd/3rd layer thresholds for transparency.
Where the tiered layer goes from here
- Use the tiered layer to oversee broader business operational problems, beyond pricing.
- Use the tiered layer to minimize discounting on high-tier properties specifically.