Cart-to-Fulfillment Leak
Orders failing between cart and fulfillment. Traces the drop.
Order drop-off between cart, payment and fulfilment acceptance exceeds the trailing baseline by more than 5% for a payment method, node or region.
Incident case opened against the failing stage in the OMS; failed orders queued for recovery outreach.
Every write is gated on an approver role you name. Nothing runs unattended.
- Instrument the funnel stage by stage to find where the orders actually stop, rather than where the dashboard reports a fall.
- Segment by payment method, device, fulfilment node and region, because these failures are almost never uniform.
- Separate genuine customer abandonment from technical rejection, which is the difference between a marketing problem and an incident.
- Raise the incident to the owning team with the failing segment and the revenue rate attached.
- Close when the funnel returns to baseline and the failure has a regression test.
Recovered order volume against the baseline, plus the value of orders rescued from the failed queue.
The case closes on this number, not on the action being taken. A playbook without a close condition is a dashboard.
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