Decide where the work belongs
Classify financial risk
Put unknown capture or duplicate order evidence ahead of a message-only improvement. Separate a blocked shopper with no charge from a shopper who may have paid. Record amount and currency only as observed, with identifiers redacted.
Measure only known reach
Use support cases, test traces, and sampled records to describe the affected path. Do not invent a failure rate from a small sample. Raise urgency when the same ambiguity spans payment methods, devices, or every recovery route.
Choose containment
Decide whether to disable repeated submission, show a status lookup, hold the order for review, or direct the shopper to one safe next step. A containment must avoid claiming a result the system cannot prove and must have a named owner.
What to carry forward
Prioritize unknown payment capture or duplicate-order evidence as the highest risk, then blocked but demonstrably unpaid checkout. Record the containment, status owner, evidence boundary, and condition that allows a safe retry before queueing implementation before escalation.
Keep the decision with the work.
Use a Work Item in Aglet to record the problem, the evidence you have, and the next decision. Add an owner and priority, then keep updates in the discussion so the next person can follow the reasoning.
Create an account See the product workflow