---
owner: Mia
last_reviewed: 2026-11-03
review_cadence_days: 90
next_review: 2027-02-01
version: 1.0
---

# HarborMug support knowledge base

**Start here:** [Care](care.md) for product-use questions; [Returns policy](returns.md) for the rule; [SOP](sop.md) for the complete process; [Runbook](runbook.md) for step checks and recovery.

| Page | Use it to | Owner |
|---|---|---|
| [Care](care.md) | Answer hand-washing and microwave questions consistently | Mia |
| [Returns policy](returns.md) | Check the 30-day rule and approval gates | Mia |
| [SOP](sop.md) | Understand ownership, scope, timing, records and cost | Mia |
| [Runbook](runbook.md) | Execute each step and recover from missing or incorrect information | Mia |
| [Glossary](glossary.md) | Interpret states and named responsibilities | Mia |
| [A100 case](case-a100.md) | Read the completed example and unsent reply/handoff drafts | Mia |
| [Case ledger](case-ledger.csv) | Inspect or continue the recorded case | Mia |

This is the single canonical library: `outputs/kb_after`. Alex approves merchant-policy decisions; Mia owns document maintenance. The supplied last review is 2026-11-03, next review 2027-02-01, with a 90-day cadence. If a policy changes, Mia updates all affected pages and the glossary together and repeats link and step checks.

If facts are missing, keep the case pending and use the runbook's recovery action. Do not treat a provisional eligibility status as permission to issue a refund.