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Commerce | Reading Module

Commerce User Journey and Failure Transitions

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L2 30 min

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Learning Guidance

Objectives

  • Trace user journey transitions from ingress to confirmation.
  • Spot where one failing service creates downstream false symptoms.
  • Frame escalation in business-impact language.

Source Artifacts

Internal source references are available for maintainers but are not exposed in deployed environments.

Field Evidence

Real incidents related to what you're learning.

01KJ0N8QJK4H0RH7NX060HK4XG

2/21/2026 | n/a

medium

Lower than expected payment authorization attempts by tender type for ph_mx

• Org: ph_mx • Env: • Service: payment-dgs • TenderType: **Key Information** • Payment authorization attempts are lower than usual. • This anomaly tracks pay...

commerce Same product lane: commerceKeywords: payment, auth, authorizationRoot cause (data) aligns with L2 focus

Study Incident →

01KHY27W02P4MQJSGXFC323JV5

2/20/2026 | n/a

medium

Lower than usual payment authorization attempts detected by tender type for ph_mx

• Org: ph_mx • Env: • Service: payment-dgs • TenderType: **Key Information** • Payment authorization attempts are lower than usual. • This anomaly tracks pay...

commerce Same product lane: commerceKeywords: payment, auth, authorizationRoot cause (data) aligns with L2 focus

Study Incident →

01KJ3KXQ3YNN1SJFZXREM323ZH

2/22/2026 | n/a

low

Increase in payment declines for HB on Mobile channel

• Org: hb_us • Env:production • Service: payment-dgs • Client App ID: 7viorc6ovt9v7s38sv7i3iqe6k Key Information:This monitors Payment declines from HB on Yu...

commerce Same product lane: commerceKeywords: payment, serviceRoot cause (data) aligns with L2 focus

Study Incident →

Module Content

Not Started

Key Takeaways

  • Browse menu and build cart
  • Authenticate or continue as guest
  • Submit payment authorization
  • Orchestrate order through workflowservice
  • Confirm order and emit downstream events

Overview

Commerce training improves pattern detection for payment, auth, cart, and order orchestration dependencies.

Traversal Stages

  1. Browse menu and build cart
  2. Authenticate or continue as guest
  3. Submit payment authorization
  4. Orchestrate order through workflowservice
  5. Confirm order and emit downstream events

Service Map Source

This map is derived from:

  • observability-audit/dependencies/service-dependency-map.md
  • observability-audit/architecture/service-catalog.md

Critical Services

ServiceTeamTierRole in Incident Triage
workflowserviceorder-delivery1central order orchestration and state transitions
order-dgsorder-delivery1order submission and retrieval
payment-dgspayments1payment authorization and vendor routing
payment-workflowservicepayments1post-confirmation capture/void workflows
go-cart-dgscart1cart lifecycle and downstream fan-out
idpservicecustomer-auth2authentication and OTP flows
customer-dgscustomer-auth2customer profile and session dependencies
store-menu-dgsstore-menu2menu and store data availability

Key Downstream Dependencies

DependencyUsed ByRisk Type
Fiserv UCOMpayment-dgs, payment-workflowservicevendor payment outage
Cybersourcepayment services (regional)vendor payment outage
DoorDashdelivery-dgsvendor delivery disruption
Brazeidpservice/switchboard OTP flowsnotification and auth degradation
Temporalworkflowservice, payment-workflowserviceorchestration stall
PostgreSQL/RDSorder/customer/menu/auth servicessaturation, connection failures
Kafkamultiple servicesasync backlog/cascade

Fast Impact Heuristics

  • Payment auth failures usually hit checkout conversion first.
  • Workflow or order failures usually hit confirmations and closures.
  • IDP issues impact registered users; guest checkout may still operate.
  • Menu/cart failures block order creation before payment starts.

Monitor Index Source

Priority set for onboarding comes from observability-audit/monitors/common-monitors.md and detailed monitor YAML files.

P0/P1 Learning Monitors

Monitor IDNameServiceTeamNotes
251308017Payment Decline Ratepayment-dgspaymentsdirect checkout risk
163999810Gift Card Fiserv Declinepayment-dgspaymentsstore activation vs vendor issue
71163811TB Payment Capturespayment-workflowservicepaymentslow-volume heartbeat pattern
164192487Order Confirmation Anomalyorder-dgs/workflowserviceorder-deliveryconfirmation path degradation
137981342IDP OTP Failure Rateidpservicecustomer-authlogin flow degradation
140529304IDP Refresh Token Anomalyidpservicecustomer-authsession continuity risk
181521332High Order RDS CPUrdssreshared dependency saturation
213501682Container Restartsk8ssreinfra correlation and service instability

Routing Defaults

  • Payments incidents: payments team first, then SRE if infra symptoms present.
  • Order flow incidents: order-delivery first, then payments/cart based on failed step.
  • Authentication incidents: customer-auth first, security review if bot patterns detected.
  • RDS or cluster health incidents: SRE first, then impacted product teams.

Alert-to-Runbook Mapping

Monitor IDPrimary Runbook
251308017runbooks/payment-decline-rate.md
163999810runbooks/payment-decline-rate.md
164192487runbooks/order-confirmation-drop.md
137981342runbooks/otp-failure-spike.md
71163811../pos/runbooks/tb-payment-captures-drop.md

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