Shared digest view
A client-safe report surface for founders, support leads, and agencies to send after review.
Share-ready digest
Weekly AI Support Incident Digest
May 6 - May 12, 2026
This week was driven by refund-policy confusion, missed SSO escalations, and stale CSV import guidance. The highest-risk customer impact is Cedarline Finance, where the AI promised refund eligibility that requires billing review.
Executive brief
Incident summary for review
This week was driven by refund-policy confusion, missed SSO escalations, and stale CSV import guidance. The highest-risk customer impact is Cedarline Finance, where the AI promised refund eligibility that requires billing review.
Correct the Cedarline Finance refund thread before the finance approver follows up.
Add escalation logic when a customer asks for a manager or reports login-blocking SSO failure.
Refresh import retry documentation and remove stale full-upload guidance from retrieval sources.
Highest-risk AI replies
Cedarline Finance - Hallucinated billing policy
The AI told the customer both annual seats and usage overages were refundable, which conflicts with the current billing policy.
Rillmark Health - Failed escalation
A frustrated admin asked for a manager twice. The AI continued troubleshooting and did not create an escalation.
Vellum Labs - Outdated product answer
The AI described the old CSV retry flow and missed the new bulk import recovery setting shipped last month.
Documentation gaps
Refund eligibility for partial-year downgrades
Publish a clear refund decision table with annual plans, seat changes, overages, and renewal windows.
SSO recovery after identity provider changes
Add a recovery playbook with validation steps, expected propagation time, and escalation triggers.
Failed-row retry for CSV imports
Replace stale import troubleshooting content and add screenshots for the retry panel.
Top incident themes
Repeated patterns grouped from AI-handled conversations.