Triage a Storewide Payment Incident

Identify the first verified failure and its scope

Capture the approximate start time, affected payment method, device or browser, and checkout error. Note any store or gateway change immediately before the incident. Compare a few representative attempts with the provider’s transaction history to distinguish a checkout error from an issuer or payment provider response.

Coordinate shopper communication and fulfillment

• Assign an incident owner and a person to reconcile transactions and orders.
• If customers may have been charged, tell them how to contact support before retrying.
• Hold orders with mismatched payment records until the processor confirms their state.

Verify recovery from both sides of the payment

Confirm the storefront flow and gateway record agree after the fix. Review pending or failed orders created during the incident and resolve any that still have a successful payment or authorization. Document the cause and what evidence signaled recovery.