Universal triage flow
- Identify role + route + exact UTC timestamp.
- Capture reproducible steps and expected vs actual behaviour.
- Gather IDs (user, listing, request, payment/reference).
- Confirm feature toggles and environment signals.
- 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.