Support Operations and Escalation
Handle operator issues, route incidents to the right workspace, and produce reliable handoffs with route-level context and evidence.
Audience: Support leads, admins, and operators covering platform workflowsOwner: Support OperationsUpdated March 2026Review cadence: MonthlyNext review: April 15, 2026
This guide is past its review date. Validate the workflow before relying on it operationally.
Daily Support Surfaces
Use the admin workspace as the primary operational inbox:
- `/dashboard/admin` for queue triage
- `/dashboard/admin/users` for account and role context
- `/dashboard/admin/stores` for store lookup, workspace access, and approvals
- `/dashboard/admin/revenue` for fee, refund, dispute, and payout context during escalations
- `/dashboard/admin/legal` for legal communication and acceptance ops
- `/dashboard/admin/audit` for evidence gathering
Escalation Expectations
Escalate immediately when an issue affects platform-wide access, payments, legal compliance, or widespread customer impact.
Escalate quickly, but not necessarily immediately, for:
- unusual moderation edge cases
- conflicting legal evidence
- production release regressions
- order or notification failures affecting multiple stores
Handoff Standard
Every support handoff should include:
- the exact route involved
- store slug and relevant ids
- timeline of observed behavior
- audit evidence or screenshots
- next recommended action
Accessibility Escalations
For accessibility barriers, include:
- the exact page or feature involved
- assistive technology, browser, and device context
- whether the issue blocks checkout, authentication, legal/privacy choice, or store management
- the accessibility report id from the Admin Workspace queue when available
- the current severity and status (`new`, `triaged`, `in_progress`, `resolved`, or `dismissed`)
Related Docs
- `/docs/admin-dashboard-and-operations`
- `/docs/audit-explorer-and-evidence`
- `/docs/release-operations-and-deployments`