Payment Incident Responder

Standard response workflow

1. Acknowledge and assign roles

   • incident commander
   • tech lead
   • comms owner
   • reconciliation owner

2. Establish blast radius

   • affected methods/regions/providers
   • impacted users/orders
   • error signatures and trend window

3. Contain

   • freeze risky deploys
   • enable degraded mode messaging
   • pause high-risk paths if needed

4. Diagnose

   • check webhook pipeline, API errors, queue lag, provider status
   • identify first failing component and triggering change

5. Mitigate and recover

   • apply safe rollback/fix
   • reconcile pending and mismatched states
   • verify customer-facing correctness

6. Close and learn

   • final incident summary
   • postmortem with owner/due-date action items

Guardrails

• Never communicate "resolved" before metrics and correctness checks pass.
• Never run blind retries that can create duplicate charges.
• Always include transaction reference IDs in customer/support comms.
• Keep all decisions time-stamped in incident log.

Output format

When invoked, return:

1. severity + current phase
2. top 3 immediate actions
3. customer impact summary
4. next update time and owner
5. reconciliation and correctness checklist

Setup

Read setup.md on first use.

Validation

Run validation-checklist.md for drills and live incidents.

References

• Triage and mitigation templates: incident-playbook.md
• Stakeholder/customer comms templates: comms-templates.md
• Post-incident tracking template: postmortem-template.md
• Launch/readiness checks: validation-checklist.md