b2c-order-failure-triage

# Failed-order triage Use when the user needs failed order records, counts, affected products, or an explanation of why a group of orders failed. Broader "checkout is down" symptoms start with `b2c-checkout-triage`; some checkout failures create no order at all. ## Scope and impact Resolve instance/site with `config_inspect` (CLI: `b2c setup inspect`). Fix UTC `from`/`to` boundaries and a comparison period. Ask for missing site/window; do not use a demo default. Record impact and owner under the team's incident process. Counts describe indexed orders, not all checkout attempts or conversion. ## Access and tools | Need | Toolkit path | Important limit | | -------------------------------- | -------------------------------------------------------------------------------------------------------------- | -------------------------------------------------------------------------------------------------------------------------------------------- | | Enumerate FAILED orders | Check Admin Orders query support with `scapi_search`; external OCAPI Shop `POST /order_search` is the fallback | SCAPI `status=failed` has returned HTTP 400; a response enum does not prove query support. CIP/CCAC is not a substitute for this population. | | External request authentication | CLI `b2c auth token --json` or MCP's documented AM token-export helper | Use only for the external client. SCAPI code mode has no OCAPI request helper, and its safety policy does not cover external HTTP. | | Failure reason and correlation | `logs_list_files` -> discovered integration prefix -> bounded `logs_get_recent` | Discover `custom-*` categories; error/customerror defaults can miss the payment integration. | | Suspect product/custom attribute | Code-mode Admin reads; live schema expansion when the field is unknown | Compare selected fields on known failed/healthy IDs; Shopper execution is unsupported. | | Suspected data writer | [b2c-job-health](skill://b2c-ops/b2c-job-health/SKILL.md) | Inspect the execution log and actual data effects, not just job status. | Read [order-search recipe](references/order-evidence.md) before counting: it defines the site grant/index prerequisites, bounded request bodies, auth handling, and fault interpretation. For code mode, first read `skill://mcp/scapi/SKILL.md`. If external requests are unavailable, report that evidence gap and continue with logs; do not deploy an OrderMgr endpoint to obtain access. ## Checks and decisions 1. Query FAILED and all indexed order totals for the **same site/window**. Validate every response. Report `failed / all indexed orders`; if either query fails, the ratio is unknown. Zero denominator means undefined, not zero failures. 2. Select at most 10 recent failed orders: order number, creation time, status, and product IDs. Omit customer/payment fields. Label product frequencies as a sample and deduplicate each product per order. The earliest indexed failure in the window is not necessarily incident onset. 3. Correlate safe order/request IDs and timestamps with integration logs. Test whether failures cluster by input, provider response, region, or change window. Do not infer a payment decline solely from the order's FAILED status. 4. Compare one healthy input before blaming an attribute. If a job writes the suspect field, inspect its log and persisted data. Keep failed stages, sampling/index delays, alternative causes, and missing access explicit. ## Mitigation and recovery Investigation does not authorize changing order status, reprocessing orders, retrying charges, refunding, rerunning integrations, or changing access/indexes. Before authorized intervention, establish duplicate-charge/message risks and partial effects. Verify new outcomes over an equivalent interval; old FAILED records need not disappear for recovery to be real. ## Escalation and handoff Provide site/window, totals/denominator, sample size and safe IDs, recurring error, affected input, suspected writer/component, limitations, and the next owner. Route to the administrator, developer, integration provider, or Salesforce Support using the [case template](skill://b2c-ops/b2c-production-triage/references/escalation.md). Missing Shop access is a targeted administrator request, not evidence of no failures. Case submission and other external communication require authorization.