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Shared guide

Troubleshooting playbook

Cross-role troubleshooting framework for support, ops, and reproducibility.

Last updated 2026-02-13•Back to Troubleshooting

Universal triage flow

  1. Identify role + route + exact UTC timestamp.
  2. Capture reproducible steps and expected vs actual behaviour.
  3. Gather IDs (user, listing, request, payment/reference).
  4. Confirm feature toggles and environment signals.
  5. Escalate with evidence bundle, not summaries only.

Common failure classes

  • Auth/session redirects and role guards.
  • Listing visibility constraints (approval/active/demo/expiry).
  • Async operations with idempotency or dedupe behaviour.
  • Email delivery constraints and sender-domain issues.

Evidence standards

  • Include screenshot/video where useful.
  • Include URL + params for affected page.
  • Include exact API error payload when available.
  • Never include secrets in logs or screenshots.

Escalation destinations

  • Product behavior mismatch: product + engineering.
  • Payments/webhook/reconcile: ops + engineering.
  • Messaging/alerts delivery: ops + comms owner.
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