b2c-checkout-triage

# Checkout and payment triage Outcome: quantify the observed symptom, localize a likely subsystem, and produce an actionable handoff. Do not create test orders, charge/refund payments, change order status, or modify production data as part of inspection. ## Scope and impact Use `config_inspect` (CLI: `b2c setup inspect`) and confirm site, UTC time window, reported symptom, and comparison period. Ask for missing values. Preserve the same target/window in all calls. No cartridge source is required. "Orders down" can mean less traffic, checkout errors, abandoned baskets, payment declines, or delayed reporting. Failed order records alone do not measure all checkout attempts or conversion. Do not force every incident into a payment cause. Record breadth, duration, workaround, and owner. Follow the team's severity and update process for live customer impact; do not wait for exact counts to escalate. ## Access and tools | Signal | Preferred path | Limit / fallback | | ---------------------------- | ---------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | | Payment/custom logs | `logs_list_files`, then `logs_get_recent` on discovered prefixes | Start with 20 relevant entries; samples are not full-window counts. CLI: `b2c logs list` / `b2c logs get`. | | Order records | Discover Admin Orders contracts via code mode | A response enum does not establish supported status filters. See [failed-order triage](skill://b2c-ops/b2c-order-failure-triage/SKILL.md) for the demonstrated OCAPI fallback. | | Affected products/attributes | SCAPI Admin product reads; live schemas for tenant custom fields | Compare known IDs and selected fields. Shopper contracts are reference-only in this runtime. | | Suspected import/integration | [b2c-job-health](skill://b2c-ops/b2c-job-health/SKILL.md) | Read the chosen job's log and check its actual data effects. | | Traffic/latency context | Code mode Metrics where enabled; CLI `b2c metrics` | Feature access and scopes vary. CIP/CCAC trends: `cip_discover` / `cip_query` after [CIP guidance](skill://mcp/cip/SKILL.md), with freshness/coverage limits. CLI fallback: `b2c cip`. | Read `skill://mcp/scapi/SKILL.md` before code mode; prefer dedicated tools when available. Discover operations/required fields before requests, compose bounded reads, and return selected evidence with errors and continuation. Read only the conditional reference needed; native assistants can use installed skill names. ## Checks and decisions 1. Quantify with comparable windows and explicit denominators. Label unavailable counts unknown, a zero-denominator ratio undefined, and sampled products as sample frequencies. Preserve query errors; never convert them to zero failures. 2. Find recurring integration errors, timestamps, and safe correlation IDs. Avoid customer/payment data in output. A gateway response may point to upstream data, configuration, provider availability, or input validation; test the alternatives. 3. Compare a failing and healthy input. Discover relevant custom attributes if needed; do not dump whole product/order payloads into context. 4. Identify the writer of a suspect field, if evidence warrants it. Review job execution/logs and real change records. Coincident modification timestamps alone do not identify a regressing deployment. ## Mitigation and recovery Reproduction, reruns, deployments, or data changes require explicit authorization and a suitable environment. After an intervention, compare the same signals over a fresh equivalent interval; verify business behavior and distinguish observation delay from confirmed recovery. Operator handoff can be complete without a code fix. ## Escalation and handoff Report impact/site/window, counts and sample limits, safe correlation IDs, log excerpts, affected input, hypotheses, access gaps, and next owner/update. Continue with logs if order access is blocked. Route provider evidence to the integration owner, custom defects to the developer, and suspected platform failures to Salesforce Support. Use native `b2c-production-triage` or the MCP [case template](skill://b2c-ops/b2c-production-triage/references/escalation.md). Prepare a draft; submitting a case/message requires authorization.