Classify the issue
Classify: payment succeeded, webhook failed, email failed, AI failed, user mistyped email, or request violates rules.
- Failure type chosen.
- Customer-facing explanation safe.
- Internal evidence noted.
Shop rules
Refund / recreate drill
One manual rehearsal for deciding: refund, recreate, resend, support escalation, or no-action with explanation.
When a result fails to arrive, the goal is not to argue, but to quickly decide: recreate, refund, or explain.
Choose action
Choose one path: resend link, recreate scroll, refund, manual review, or policy denial.
- Action matches policy.
- No duplicate paid unlock.
- Client receives next step.
Record the decision
Record what happened, who decided, what was sent to the customer, and whether the system needs a fix.
- Decision logged.
- Follow-up owner set.
- Root cause note written.
checklist
What to check
- Failure classified.
- Action selected.
- Customer notified.
- Finance/support note written.
- Root cause reviewed.
red flags
When to stop
- Refund decision depends on mood.
- Recreate creates a duplicate charge.
- Policy answer blames the customer.
done when
Definition of done
- Refund/recreate rules can be applied in under one support cycle.
- Customer receives respectful explanation.
- Finance record stays consistent.
related doors