# 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.