Mawrooth · RB-MWREFUNDS

Refund & Dispute Service — incident runbook

Runbook hubMawrooth console

Refund & Dispute Service is monitored by Refund monitor on refund failure rate. It is owned by Platform Finance and serves the business services listed below. Use this runbook when an alert fires on this component.

Warning at refund failure rate ≥ 4%, critical at ≥ 10%. Critical means user-visible impact: page the escalation owner.

dashboard: sim://grafana/mw-refundslogs: sim://logs/mw-refundsowner: Platform Financerunbook: RB-MWREFUNDS

Signals & thresholds

  • Primary metric: refund failure rate (%)
  • Warning threshold: ≥ 4%
  • Critical threshold: ≥ 10%
  • Dashboard: sim://grafana/mw-refunds
  • Log source: sim://logs/mw-refunds
  • SLA: 99.5% monthly availability
  • SLO: 99.9% of requests under warning threshold
  • External dependencies: Moyasar Payment Gateway

1. Detection

  1. Refund monitor reports refund failure rate above the warning threshold with errors returned by Moyasar Payment Gateway.
  2. Provider status page or error codes confirm degraded service.

2. Triage

  1. Confirm reachability and response codes for Moyasar Payment Gateway.
  2. Separate credential/authorisation failures from provider unavailability.
  3. Check credential and certificate expiry for the affected connection.
  4. Measure how many operations are queued waiting on the provider.

3. Mitigation

  1. Enable backoff-with-queue so nothing is lost while the provider is down.
  2. Refresh or re-issue credentials if the failure is authorisation related.
  3. Notify the business owner with the queue size and expected recovery.
  4. Do not mark dependent business records as complete until the provider confirms.

4. Verification

  1. Confirm refund failure rate has been below the warning threshold for at least 10 minutes.
  2. Confirm the affected business services are healthy on the dashboard.
  3. Confirm no alerts remain open for this component and its downstream consumers.
  4. Spot-check one real end-to-end operation through the affected flow.

5. Rollback / restore

  1. If a deploy caused the incident, roll back to the previous release and re-verify.
  2. If a configuration or threshold change caused it, restore the previous value and record why.
  3. Re-enable any job, feature flag or channel that was paused during mitigation, one at a time.

Escalation path

  • First responder: NOC on duty — acknowledge within 5 minutes.
  • Component owner: Platform Finance.
  • Escalation owner (page on critical): Platform Finance.
  • Escalate if the metric is still critical 15 minutes after mitigation, or if data integrity is in doubt.
  • Declare a major incident if two or more critical components are alerting at the same time.

Blast radius — business services affected (1)

Refunds & Disputes

External dependencies

Moyasar Payment Gateway — Subscription charges, refunds and callbacks

Simulated incidents that exercise this runbook

No scenario in the simulation targets this component directly.

Reporting notes

  • Record start time, actions taken and recovery time in the incident record.
  • Attach the dashboard screenshot and the dominant error message to the postmortem.
  • Content drafted for the monitoring demo — confirm the exact commands with the owning team before production use.