# Outcome definition · [Product] · v[n] · [Date] **Owner:** [PM] **Reviewed by:** finance, legal, customer success, [customer advisory board] 1. **Unit.** One [conversation / incident / workflow / document] counts once, however many steps it takes. 2. **Eligibility.** The conditions under which a unit can be billed: [what the product must have done; what the customer must have confirmed or not contested]. 3. **Exclusions.** Never billed: [escalated to a human; reopened within [window]; actions rolled back; test and sandbox; duplicates; other]. 4. **Verification.** How we decide: [evidence record, automated review, human confirmation]. What the customer can see of it: 5. **Evaluation window.** The outcome is final [time] after [event]. 6. **Audit trail.** Every billed unit appears in [dashboard or export] with its evidence, within [time]. 7. **Disputes and credits.** Customers can dispute within [days]. Upheld disputes are credited on the next invoice. Target dispute rate: under [n] per 1,000 billed units. 8. **Harm clause.** If our product causes or worsens the outcome it's paid for: [not billable; follow-on not billable; service credit of [amount]]. 9. **Macro-outcomes we deliberately don't price,** because we don't control them: [list]. ## Worked examples | Scenario | Billable? | Why | |---|---|---| | | | |