Support Playbook

Operational steps for support staff to triage user, order, subscription, and transaction issues via Filament.

Live support issues should funnel through this playbook whenever a user, order, subscription, or transaction needs triage in /admin.

Preparation

• confirm you have an admin role with the necessary permissions (view users, view subscriptions, view transactions).
• keep the expected environment hostnames handy (/admin, /dashboard, API/webhook URLs).
• reproduce the customer context (user email, order ID, subscription UUID) before touching data.

Step-by-step triage

1. User verification – open the Users resource, find the account, review the Orders and Subscriptions relation managers, and check whether two-factor or email_verified_at flags align with the customer report.
2. Order review – use OrderResource to check the order status, provider metadata, and linked transaction (ViewOrder page). Confirm invoice number or balance adjustments before escalating.
3. Subscription health – inspect the Subscriptions resource, use action handlers like AddDiscount, ChangeSubscriptionPlan, and check lifecycle dates (trial_end, canceled_at, next_cycle_at). Use DiscardSubscriptionCancellation if cancellation was accidental.
4. Transaction inspection – open the Transactions resource, review the transaction detail page if webhook data is needed, and verify payment status, provider data, signature, and amounts. If a webhook failed, note the timestamp for correlating with provider logs.
5. Balance context – if the customer mentions credits, use BalanceResource and BalanceTransactionResource to trace manual adjustments, top-ups, or refunds. Ensure totals match the reported credit.

Common remediation tasks

• update order notes if fulfillment or invoice issues arise, documenting findings before communicating with finance.
• use AddDiscount or ChangeSubscriptionPlan only when you have documented approval.
• cancel or resume subscriptions via the provided actions rather than editing database fields directly.
• log webhook failures separately so engineering can analyze retries.
• avoid editing users or transactions unless the change is audit-logged and approved (Filament already records admin activity).

Post-triage checks

• reproduce any front-end failure to verify the fix. For login issues, confirm /dashboard access and 2FA prompts.
• rerun webhook delivery if required and confirm Transactions updates.
• ensure the admin user exits the Filament session before notifying the customer (to avoid hanging locks).

Escalation paths

• if you cannot reconcile payments, escalate to the billing owner with the transaction UUID, webhook timestamp, and provider name.
• for subscription math issues, include the affected plan, discount state, and lifecycle dates.
• for legal or documentation conflicts, reference the Launch Runbook and Legal Pages content to keep messaging consistent.