The Platform Operating Framework explains how MANIDASO records activity, applies published standards, assesses evidence and issues operational outcomes across every official platform route.

It provides the operational structure that supports consistent handling, accountability and trust throughout the platform.

This Platform Operating Framework supports the operation of MANIDASO services and is applied alongside the applicable Platform Standards, Trust Policy and any relevant service-specific terms.

View Platform Standards →

Trust & Security →

Official routes only — evidence-led handling.

Purpose of the Platform Operating Framework

MANIDASO operates in environments where money moves, responsibility changes hands, and outcomes depend on clarity.

Establish a single, consistent operating framework

Prevent informal and off-platform handling

Ensure evidence-led decisions

Protect both participants and the platform

Maintain accountability at scale

The Platform Operating Framework supports MANIDASO's role as a trade governance platform by providing a consistent operational approach across all official services.

Operational Scope

The Platform Operating Framework applies wherever MANIDASO records, confirms or routes activity through its official platform services.

Requests submitted through MANIDASO

Recorded trades, payments, shipments, or verifications

Platform communications and confirmations

Disputes, complaints, or reviews linked to a record

Outcomes issued by MANIDASO teams

The Platform Operating Framework applies regardless of channel, location or participant role.

Mart

Move

Pay

Verify

Resolve

Trust & Security

Key definitions

These terms are used consistently across MANIDASO documentation.

Record

A confirmed MANIDASO entry linked to a request, trade, payment, shipment, or verification.

Evidence

Supporting proof that can be reviewed and verified against a record.

Outcome

A written position issued by MANIDASO confirming the next step.

These definitions are used consistently throughout MANIDASO's operational documentation, Platform Standards and related governance publications.

Core operating principles

These principles govern every recorded case on MANIDASO — across Mart, Move, Pay, Verify, and Resolve.

RECORD

Verified facts first

We confirm what is recorded, what is disputed, and what can be evidenced before issuing a position.

SCOPE

Scope sets the boundary

Each route has defined scope. Out-of-scope requests are declined or redirected — recorded and explained.

STANDARD

Standards-led decisions

Outcomes follow Platform Standards and Trust Policy — not urgency, influence, or repeated requests.

OUTCOME

Clear next step

Every decision confirms the route forward — action, escalation, referral, or closure — in writing.

Records and Reference IDs

Records allow MANIDASO to verify what happened, apply the correct scope, and handle requests consistently. Reference IDs connect every step to a single case file.

Submitted request

Confirmed scope

Reference ID

Official confirmations or receipts

System-logged updates

Reference IDs are the primary anchor for handling.

Platform handling requires an identifiable record or sufficient information to create one.

Official communication routes

Official platform requests and case handling are conducted only through MANIDASO's designated communication channels, not through direct messages or personal contact numbers.

Use MANIDASO routes for

MANIDASO request and tracking pages

Official MANIDASO email addresses

WhatsApp Operations Desk

Status updates linked to Reference IDs

MANIDASO does not

handle disputes via DMs or personal numbers

negotiate outcomes informally

request OTPs, passwords, or bank PINs

request payment to personal accounts

Any deviation should be treated as impersonation and reported immediately.

How decisions are made

Outcomes are issued in writing and recorded.

Confirm the record

We start with what exists in the system: request, scope confirmation, Reference ID, receipts, and logged updates.

Confirm scope and service

We confirm the route, service type, and what MANIDASO can and cannot do for this case.

Assess evidence against the record

Evidence is reviewed only in context of the recorded case and must match the Reference ID and timeline.

Apply Platform Standards and Trust Policy

We apply the published standards consistently — no informal handling, pressure, or off-platform negotiation.

Confirm the appropriate route

We issue the next step in writing: action, rework, referral, escalation, or closure.

Issue outcome and update the record

We confirm the outcome in writing and log the decision to the Reference ID with the next step and timing.

Each decision results in one of the following outcomes: action, rework, referral, escalation, hold, or closure.

Action — Proceed with the recorded next step under the applicable service route.

Rework — Return the case for correction: missing details, incomplete evidence, or non-compliant submission must be fixed before progression.

Referral — Redirect to the correct official route, service, or external channel where MANIDASO is not the correct handler.

Escalation — Move the case to enhanced review when escalation criteria are met (risk, dispute complexity, repeated failure, or policy triggers).

Hold — Pause action while required proof, compliance checks, or safety verification is pending.

Closure — Close the case where the record, scope, or evidence cannot support platform action, or where requirements are not met within the allowed window.

Decisions follow recorded facts, defined scope, and published standards — not pressure or inbox escalation.

Enforcement and platform protection

MANIDASO may restrict access to protect platform integrity.

MANIDASO applies this Platform Operating Framework, together with the Platform Standards and Trust Policy, to protect participants, records and platform integrity.

refuse matters raised outside official routes

pause or close cases where evidence is missing or unverifiable

restrict or suspend access for conduct that breaches Trust & Security standards

lock records for audit and future reference

escalate matters where required by risk, compliance, or law

Limits of action

Platform handling is evidence-led and scope-bound. These limits exist to protect participants and ensure outcomes remain consistent, fair, and defensible.

MANIDASO does not guarantee refunds or outcomes

Action depends on the record, confirmed scope, and available evidence

Off-platform activity may fall outside platform scope

Submission does not guarantee a specific result.

Governance hierarchy

When documents overlap, priority applies.

Applicable Law

Participant or Transaction Agreement

Service-specific Terms

Platform Standards

Trust Policy

Operational Notices and Confirmations

Where governance documents overlap, the document with the higher legal or contractual authority will prevail unless expressly stated otherwise.

How this page fits

The Platform Operating Framework applies across every official MANIDASO route and is supported by the Platform Standards, Trust Policy and applicable service terms.

Platform Standards

Trust Policy

Verification Standards

Publication Standards

Trust & Security

Resolve

Updates and governance

The Platform Operating Framework may be updated to reflect regulatory developments, operational improvements, emerging risks or changes to supporting Platform Standards.

Updates take effect from their published effective date. Immediate operational measures may be introduced where reasonably necessary to protect participants, platform integrity, security or legal compliance.

OFFICIAL ROUTES