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docs/release/support-playbooks.md

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+# Support Playbooks
+
+## Payment Balance Discrepancy
+
+Collect school, invoice, payment IDs, actor, timestamp, idempotency key, audit entries, and reconciliation output. Disable modular payment flag only if discrepancy is systemic.
+
+## Scanner Not Recognizing Badge
+
+Collect badge value hash, station, school, timestamp, scanner response, badge lookup result, and attendance audit logs. Check duplicate window and school scope.
+
+## Duplicate Scan Complaint
+
+Check idempotency records, scan logs, duplicate_of links, and attendance record first_seen/last_seen values.
+
+## Guardian Cannot See Student
+
+Check guardian/student relationship, school scope, permissions, relationship visibility, and resource masking.
+
+## Bulk Message Sent to Unexpected Recipients
+
+Collect preview ID, confirmation token, recipient snapshot, dedupe output, exclusions, and message logs. Do not retry until idempotency and delivery logs are reviewed.
+
+## Report Export Missing Data
+
+Check report filters, column permissions, read model freshness, snapshot ID, export audit, and sensitive column policy.
+
+## Islamic Profile Field Missing or Unauthorized
+
+Check domain profile, extension flag, permission, sensitive field policy, and audit access record.