In the auction: tell me where I stand, and if I lose, give me a way forward

For: Sheran (Gate-1) plus the review group: Lisa (CRM), Ivi (Analytics), PMM, Product, and Eng via Sophie. Product co-approves: the outcome box and the Live Activity are Product-built surfaces. The one change: the auction owns the customer while it runs (state S2, layer L1: everything else stands down); at close we tell them what happened honestly, one box, 8 copy branches; and we recover ONLY the 7-day non-returners, one send, capped at 3 recovery comms per auction, nothing celebratory, nothing salesy at the loss moment. How to read: watch it as the customer (Live) · today’s journey (AS-IS) · the build logic (TO-BE map) · the plan (Campaign brief) · the process and team actions (Process & actions) · supporting material (Reference). This page is the single copy; no documents. Status: agent-drafted DRAFT, 20 Jul 2026, not signed. The five card verdicts are Sheran-ruled (12 Jul) and honoured, not relitigated, here.