Partial checkout incident triage

Choose this playbook when support or conversion data points to a purchase failure while the store is still taking orders.

First response

Preserve the time window, release history, safe customer evidence, and any browser, market, or payment pattern. Avoid changing several systems at once before the failure can be reproduced.

Steps

1. Name the failing step and estimate the customer impact.
2. Build a small matrix of browser, device, market, consent state, and payment method.
3. Reproduce the failure with approved test data.
4. Match browser output with traces, errors, and release events.
5. Choose a focused mitigation or rollback.
6. Retest the original path.
7. Add monitoring for the step that was previously invisible.

Done when

• The failure can be reproduced or its affected conditions are clearly bounded.
• The mitigation owner and customer impact are recorded.
• The original conditions pass the retest.
• Follow-up work covers detection and regression testing.