ORDER SUPPORT RUNBOOK
Recreated example using fictional data. Not a historical incident record.

1. Record symptom, time, channel, affected orders, customer impact, and owner.
2. Preserve request IDs, sanitized payloads, API errors, and relevant SQL results.
3. Compare incoming field names and types with the expected schema.
4. Reproduce with synthetic records; avoid retrying real payments blindly.
5. Validate a minimal fix in an isolated environment and define rollback steps.
6. Verify order amount, channel, persistence, lifecycle, and audit history.
7. Communicate impact, recovery status, remaining risks, and next update.
8. Add a regression check and document prevention and escalation ownership.

Example SQL investigation (adapt to the real schema):
SELECT reference, channel, cents FROM orders WHERE reference = ?;

Run the public synthetic example:
python3 support-validation.py