Before the clock
You send a note through the office form. If the work fits, we answer with a start week and a deposit invoice. You receive a one-page access list: which App Store Connect reports, which Play exports, which paywall screenshots, and whether we need the Bahasa listing as well as the English one.
We do not ask for a shared store login. If your security team requires a viewer account instead of a CSV, we can work from that, but someone on your side must still be able to export. Screenshots of charts are not a substitute for the refund table.
Day one to three
We reconcile the product-ID list with the reports. Missing SKUs, retired sale packs, and ‘temporary’ festival IDs show up here. You get a short query list. If you cannot answer it, the briefing will mark those SKUs as unread rather than guessed.
The reading stretch
This is the quiet part and the part people try to skip. Aisha reads refunds by day and country. Daniel reads the listing and the paywall against the same SKUs. Where they disagree — a listing that sells ‘lifetime’ and a product ID that renews yearly — that disagreement becomes a finding, not a debate to smooth over.
If Malaysia is a thin slice of your revenue, we still separate it when the payment-method mix looks different from Singapore. Averaging the region is how festival refunds disappear.
The briefing lands
You receive a dated PDF. It names SKUs, days, and lines of paywall copy. It does not include a traffic-light score. Two working days later we meet: at Office 7, 38 Test Road, Kuala Lumpur 00000, or on a call.
Bring the person who can change the catalogue, not only the person who commissioned the fee. The session is for arguing the order of work. We will not run a second analysis in the room.
After we close the folder
Unless you ask in writing, reports are deleted after thirty days. A follow-up half-day can be booked at the published rate if a store-policy change lands and you want the same eyes on the new listing. That is not an ‘ongoing’ arrangement; it is another dated piece of work.
When you are ready to put a week on the calendar, request an audit.