How do you evaluate whether an agent selected the right cases for review?

A polished evidence package can still answer the wrong question if the agent starts with an incomplete review population. In retail operations, a refund review may cover all transactions meeting a supplied rule, including reversals and reopened cases. Selecting only records labelled closed can remove precisely the cases that need attention.

Evaluate population selection before assessing the attached evidence. Supply a generated transaction population, a review boundary and explicit inclusion rules. Keep the expected membership available to the evaluator so omissions remain visible even when every selected case is well supported.

Useful failure categories include excluding awkward cases, including records outside the review boundary and applying an exception without evidence that it qualifies. These failures should remain separate from missing attachments within a correctly selected case.

Ask whether the agent can explain why each excluded category falls outside scope. Where sampling is authorised, inspect whether it follows the supplied sampling rule and reports the resulting limits. Do not let a convincing narrative compensate for an unjustified change to the population.