The recording is the record
Every call is recorded, and the recording is the version of the bet that governs. It is what a dispute is decided on, what a large instruction is checked against, and what a caller usually cannot see until a dispute is opened. This page is about what it holds, how long it is held, and what it decides.
- disputes
- 96
- decided by recording
- 71
- against the caller
- 46
- retention
- 90 days
- past the window
- 12
- disclosed at the start
- yes
The recording of a call is the record of the bet: what was said, at what price, and to what instruction. Of 96 invented disputes in a month, the recording decided 71, and 46 of those went against the caller. It is held for a fixed window and is disclosed at the start of the call.
| held | not held | |
|---|---|---|
| the words spoken, both sides | what the caller meant to say | |
| the price as it was read aloud | the price on the screen at the same second | |
| the time of the call and its length | what happened on the account after the call | |
| the identification steps and their outcome | anything said before the greeting | |
| retention window | 90 days | |
Why the recording usually wins
The recording wins because it is the only account that was made at the time. A caller who remembers a price and a recording that holds a different one are not two equal memories: one is a document and the other is a recollection. That is not a judgement about honesty; it is what happens when one side keeps a record and the other keeps a memory.