Operational runbook

Use this runbook for day-2 operations after launch.

Watch items

• operator API auth failures
• wallet adapter timeouts
• balance operations in unknown or manual_review
• Polyflight purchases in wallet lifecycle unknown, manual_review, or compensation_pending
• Polyflight payments in owed or manual_review
• unresolved native liabilities or blocked statement finalization
• webhook deliveries in failed or dead_letter
• unexpected Opinion market or Polyflight entry complaints

First-response flow

1. identify affected user or event
2. capture UTC time window
3. locate idempotency_key, event_id, Opinion order_id/redemption ID, or Polyflight purchase/ticket/flight/obligation ID
4. determine if money movement, public result, or statement liability may be affected
5. stop retries or replays until state is understood

Wallet incidents

If balance operation is unknown:

1. inspect the operator wallet ledger using the same idempotency_key
2. confirm whether the original mutation landed
3. do not replay a primary debit or credit automatically
4. only then decide whether compensation or manual resolution is needed

If balance operation is manual_review:

• gather operator-side wallet logs
• gather related trade or redemption record
• escalate with exact IDs

For Polyflight, reconcile wallet evidence separately from the public outcome. A won/cancelled ticket remains won/cancelled while payout/refund is owed. Operators provide evidence; only an authorized Polynion administrator can record manual resolution. Then confirm the related event, liability, statement, and export changed once.

Webhook incidents

If delivery is failed:

• inspect last status code and response body sample
• fix receiver issue
• wait for retry or replay manually if needed

If delivery is dead_letter:

• confirm receiver fix deployed
• replay from dashboard or operator API
• confirm latest attempt becomes sent

Key rotation runbook

1. create replacement key
2. deploy secret
3. smoke one endpoint
4. revoke old key
5. monitor for INVALID_API_KEY spikes