Is This a UI Problem or a Backstage Problem?

Support tickets are full of customers furious that "the app is broken" when they try to cancel a subscription. The product team is asked to redesign the cancellation screen. Investigation shows the cancel button itself works correctly and instantly — but the cancellation isn't actually processed for 5-7 days, because it routes through a manual retention-team review queue, and customers get charged again in the meantime.

1. Would you reach for a journey map or a service blueprint to diagnose and present this problem, and why?
2. Sketch, in words, the frontstage, backstage, and support-process layers relevant to this issue.
3. What's the risk of proceeding with the requested screen redesign without first building this artifact?
4. How would you pitch the actual fix to a stakeholder who specifically asked for a "redesigned cancel button"?