Common Issues

This runbook covers frequent setup, context, permission, synchronization, and execution issues encountered by PPC operators.

Prerequisites

• Access to Settings and target operational pages
• Team membership and active session
• Ability to reconnect Amazon account if needed

Expected outcome: Most incidents can be resolved without escalation.

Quick Start

1. Capture exact symptom and page.
2. Confirm account connection status.
3. Confirm marketplace selection.
4. Retry action once.
5. Escalate only after collecting reproducible details.

Expected outcome: First-line triage is fast and consistent.

Detailed Workflows

Workflow: Resolve Context Gating Errors

1. If prompt says connect account, complete account connection.
2. If prompt says select marketplace, choose marketplace in header.
3. Refresh page.

Expected outcome: Context-gated routes become operational.

Workflow: Resolve Expired OAuth Connection

1. Open account settings.
2. Re-authenticate from reconnect action.
3. Return to workload page and verify status.

Expected outcome: Sync resumes with valid token state.

Workflow: Resolve Marketplace Setup Failure

1. Open marketplace selection.
2. Retry failed marketplace.
3. Verify status transition.
4. Escalate after retry limit with error details.

Expected outcome: Marketplace setup either recovers or is escalated with proper evidence.

Workflow: Resolve Data Staleness After Actions

1. Confirm action success in Activity Log.
2. Wait for synchronization window.
3. Refresh target page.

Expected outcome: Stale-state issues are resolved or confirmed as true failures.

Workflow: Resolve Permission-Denied Actions

1. Confirm user role.
2. Route action to admin/contributor if needed.
3. Re-test after role update.

Expected outcome: Permission issues are handled through role governance, not workarounds.

Common Errors

Error: Connect to View ...

1. Connect account.
2. Refresh.

Expected outcome: Data pages load instead of empty-state prompts.

Error: Select a Marketplace

1. Pick linked marketplace.
2. Retry page query.

Expected outcome: Marketplace-scoped APIs return data.

Error: Recommendation action does not reflect in metrics

1. Verify action in Activity Log.
2. Wait for sync propagation.
3. Re-check metrics.

Expected outcome: Operator distinguishes propagation delay from failed action.

FAQ

How long should I wait before declaring sync failure?

Wait through normal sync window and confirm status in Activity Log before escalating.

What should always be included in escalation notes?

Page, account/marketplace, timestamp, filters, exact error text, and reproduction steps.

Can many issues be prevented proactively?

Yes. Standardize context checks, role validation, and date/filter alignment in your SOP.

Last Updated

• Last updated: 2026-02-21
• Version assumptions: Current onboarding/context-gating behavior, account reconnect flow, and activity-based verification paths