---
owner: Mia
last_reviewed: 2026-11-03
review_cadence_days: 90
next_review: 2027-02-01
version: 1.0
---

# Glossary: SOP, CSM, SKU, ID, USD and SLA

[Home](index.md) · [SOP](sop.md) · [Runbook](runbook.md) · [Returns](returns.md) · [Care](care.md)

| Term | Canonical meaning in this library |
|---|---|
| Standard Operating Procedure (SOP) | The process, scope, ownership, gates and cost in sop.md. |
| Customer Success Manager (CSM) | Historical shorthand, standardized here only to remove the conflicting expansion. It does not assign a HarborMug position or approval authority. Operational pages use Mia or Alex. |
| Stock Keeping Unit (SKU) | Product code; HM-BLUE-001 identifies the mug. |
| ID | Identifier; the order ID in the supplied example is A100. |
| USD | US dollars; currency used for the supplied estimates and price. |
| Service Level Agreement (SLA) | An agreed response or service commitment. No escalation-response SLA is supplied here. |
| Mia | Sole document owner and support operator; prepares ledger records and drafts. |
| Alex | Escalation contact and merchant approver; supplies return details and decides exceptions and refund amount. |
| elapsed_days | Request calendar date minus delivery calendar date, without adding a day. |
| eligible_pending_inspection | Within the unused-return rule on supplied evidence; final inspection and approval remain pending. |
| hold_evidence | A required identity, delivery, date or domestic-scope fact is missing or inconsistent. |
| hold_merchant_review | Condition, timing or scope needs Alex's decision; not an automatic rejection. |
| label_request=draft | Request prepared for Alex; no label has been issued or sent by this package. |
| label_dispatch=blocked | Return instructions cannot proceed until approved label, warehouse address and fee decision are present. |
| pending_merchant_approval | No final merchant approval is recorded; no refund has been authorized by the triage status. |
| approval_reference | A traceable Alex decision identifying the order and approved outcome; never fabricated to clear a gate. |
| final_confirmation=blocked | A final refund-confirmation reply cannot be sent because approval evidence, amount or inspection disposition is missing. |
| reply=draft | Text is prepared and unsent. |
| Snapshot | A saved numbered prior state of the case ledger, retained before edits to support correction. |

The former alternative expansion of CSM is retired. Use this page for definitions rather than introducing new expansions elsewhere.