Störungsverlauf von Rebuy

1. 1. September 2026 um 15:34 UTCinvestigating

   Wir untersuchen derzeit Probleme mit der Navigation innerhalb des Rebuy-Admin-Portals. Alle Funktionen vor Ort bleiben zu diesem Zeitpunkt intakt.

2. 1. September 2026 um 15:43 UTCmonitoring

   Ein Fix wurde implementiert und die Navigationsprobleme scheinen behoben worden zu sein. Wir testen und überwachen, um zu bestätigen, dass es keine weiteren Auswirkungen gibt.

3. 1. September 2026 um 15:50 UTCresolved

   Alle gemeldeten Navigationsprobleme wurden zu diesem Zeitpunkt behoben.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 24. Juli 2026 um 07:06 UTCinvestigating

   Wir untersuchen derzeit ein Problem mit Benutzern, die nicht auf die Admin-Konsole zugreifen können. Alle Funktionen vor Ort bleiben funktionsfähig.

2. 24. Juli 2026 um 07:59 UTCinvestigating

   Wir werden dieses Problem weiter untersuchen.

3. 24. Juli 2026 um 08:20 UTCinvestigating

   Wir untersuchen weiterhin die Admin-Portal-Zugangsprobleme. Wir haben auch festgestellt, dass Angebote nach dem Kauf für einige Geschäfte nicht korrekt sind. Unser Team untersucht dies ebenfalls aktiv und wird Updates teilen, wenn wir mehr erfahren.

4. 24. Juli 2026 um 08:25 UTCidentified

   Das Problem wurde identifiziert und ein Fix wird implementiert.

5. 24. Juli 2026 um 08:29 UTCmonitoring

   Ein Fix wurde implementiert. Wir sehen jetzt, dass der admin-zugriff wiederhergestellt wird und nach dem kauf angebote korrekt auf den betroffenen websites dargestellt werden, die wir kennen. Wir überwachen derzeit die Stabilität.

6. 24. Juli 2026 um 08:35 UTCresolved

   Alle Tests zeigen positive Ergebnisse und wir bestätigen diese Probleme als zu diesem Zeitpunkt gelöst. Wir werden die Ursache weiter untersuchen und werden mit einem Post-Mortem nachgehen, sobald dies abgeschlossen ist.

7. 24. Juli 2026 um 16:19 UTCpostmortem

   **Was passiert ist:** Am 24. Juli, zwischen etwa 2:35 Uhr und 4:28 Uhr ET, war unser Admin-Portal kurzzeitig nicht verfügbar, und Post-Kaufangebote wurden nicht für Händler mit dieser Funktion gemacht. Dies geschah über Nacht während der routinemäßigen Systemwartung. Ihre Storefront, Ihr Checkout und alle Widgets und Empfehlungen vor Ort funktionierten in diesem Fenster weiterhin normal. Dies beschränkte sich auf das Admin-Portal und die Post-Purchase-Angebotsfläche. **Wurzelursache:** Im Rahmen unserer regelmäßigen Wartung bereinigen wir regelmäßig ältere, unbenutzte Versionen unserer internen Software, damit die Dinge effizient laufen. Während einer dieser Routinebereinigungen bezog sich der Prozess auf eine leicht veraltete Momentaufnahme dessen, was derzeit live war, und nicht auf die aktuellste Version. Dies führte dazu, dass eine ältere Version anstelle der aktuellen beibehalten wurde. Da die betroffenen Systeme in der Zwischenzeit weiterhin auf zwischengespeicherten Versionen liefen, gab es keine unmittelbaren Auswirkungen. Das Problem wurde erst einige Stunden später sichtbar, als diese Systeme im Rahmen des normalen Betriebs zyklierten. Resolution Einmal identifiziert, stellte unser Team den Service wieder her, indem es zur letzten bekannten guten Version zurückkehrte und das Problem löste. Wir haben dann die aktuelle Version erneut veröffentlicht, um die Dinge vollständig zu schließen, und proaktiv unsere anderen internen Systeme überprüft, um zu bestätigen, dass alles andere wie erwartet läuft. **Was wir tun, um zu verhindern, dass sich das wiederholt: ** * Aktualisieren Sie unseren Bereinigungsprozess, um immer auf die Live-Version in Echtzeit zu verweisen, anstatt auf einen früheren Snapshot. Wir haben diese Verbesserung bereits erfolgreich getestet. * Hinzufügen einer früheren automatisierten Warnung, damit unser Team diese Art von Problem in Zukunft noch schneller erfassen und beheben kann. * Wir werden unsere internen Werkzeuge weiter stärken, so dass Routinewartungen wie diese in Zukunft noch zuverlässiger sind.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 22. Juli 2026 um 23:30 UTCinvestigating

   Wir untersuchen derzeit ein Problem mit Benutzern, die nicht auf die Admin-Konsole zugreifen können. Alle Funktionen vor Ort bleiben funktionsfähig.

2. 22. Juli 2026 um 23:46 UTCmonitoring

   Ein Fix wurde implementiert und wir überwachen die Ergebnisse.

3. 22. Juli 2026 um 23:53 UTCresolved

   Der Vorfall wurde behoben. Wir werden Logs überprüfen und ein Post Mortem vorbereiten, sobald wir die entsprechenden Details haben.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 14. Juli 2026 um 17:21 UTCinvestigating

   Wir sind uns bewusst, dass einige Händler ein Problem haben, bei dem Merchandising-Widgets und Bundle-Builder nicht auf ihren Storefronts rendern. Unser Team untersucht und arbeitet aktiv an einer Lösung. Dieses Problem betrifft nicht alle Händler, und wir werden ein Update teilen, sobald wir mehr Informationen haben.

2. 14. Juli 2026 um 17:31 UTCinvestigating

   Wir untersuchen immer noch aktiv das Widget-Ladeproblem, das einige Händlerseiten betrifft. Unser Team hat einen wahrscheinlich beitragenden Faktor identifiziert und konzentriert sich jetzt darauf.

3. 14. Juli 2026 um 17:43 UTCmonitoring

   Ein Fix wurde für das Widget-Ladeproblem implementiert. Die Websites, die zuvor Fehler gemeldet haben, sehen sie nicht mehr, und Widgets und Bundle Builder werden wie erwartet dargestellt. Unser Team testet weiterhin, um die Stabilität zu überprüfen.

4. 14. Juli 2026 um 17:49 UTCresolved

   Alle Fragen sind jetzt gelöst. Widgets und Bundle Builder auf den betroffenen Websites werden normal dargestellt. Unser Team untersucht die Ursache und wird ein Update veröffentlichen, sobald es verfügbar ist.

5. 15. Juli 2026 um 15:19 UTCpostmortem

   **Was ist passiert ** Am 14. Juli verursachte ein routinemäßiges Update, wie eines unserer Systeme Produktinformationen abruft, ein Rendering-Problem für Storefront-Widgets auf einer Teilmenge von Händlerseiten. Wenn Ihr Konto Widgets mit tagbasierten Regeln wie Cross-Selling-Empfehlungen oder Bundle Builder verwendet, haben Sie möglicherweise bemerkt, dass Widgets nicht geladen werden oder Produkte nach dem Laden der Seite verschwinden. Dieses Problem hatte keine Auswirkungen auf Checkout, Admin oder Nicht-Widget-Teile Ihrer Storefront. **Wurzelursache** Produkt-Tag-Daten werden in zwei verschiedenen Formaten hinter den Kulissen gespeichert, einem Legacy-Format und einem neueren, je nachdem, wann und wie der Produktkatalog eines Shops ursprünglich eingerichtet wurde. Das Update änderte den Pfad, den unser System zum Abrufen dieser Daten für Widgets verwendete, und dieser Pfad konvertierte das neuere Format nicht in das Format, das unser Widgetcode erwartet. Bei Konten, bei denen Produkt-Tags im neueren Format gespeichert wurden, konnte der Widget-Code die Daten nicht korrekt verarbeiten, was zu den oben beschriebenen Rendering-Problemen führte. **Resolution** Wir haben das Update rückgängig gemacht, wodurch das normale Widget-Rendering etwa 30 Minuten nach Beginn des Problems wiederhergestellt wurde. Da einige Widget-Daten vorübergehend für die Leistung zwischengespeichert werden, sah eine kleine Anzahl von Konten weiterhin veraltete Ergebnisse, bis dieser Cache gelöscht wurde. Wir haben den Cache proaktiv für alle betroffenen Konten aktualisiert. **Was wir tun, um zu verhindern, dass dies wieder passiert ** * Wiederherstellen des Schritts zur fehlenden Datenkonvertierung und Hinzufügen eines automatisierten Tests, bei dem beide Abrufpfade immer übereinstimmende, korrekt formatierte Daten zurückgeben, bevor ein zukünftiges Release ausgehen kann. * Aufbau eines schnelleren internen Tools zum Aktualisieren zwischengespeicherter Widget-Daten über Konten hinweg, so dass wir die verbleibenden Auswirkungen schneller beheben können, wenn ein ähnliches Problem jemals wieder auftritt. * Das Abgleichen der beiden zugrunde liegenden Tag-Datenformate in einem einzigen konsistenten Format, um diese Klasse von Problemen an der Quelle zu entfernen, anstatt sie nur stromabwärts zu schützen.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 7. Juli 2026 um 22:30 UTCinvestigating

   Wir sind uns bewusst, dass einige Händler, die nicht-alte Smart Cart verwenden, Ladeprobleme haben und der native Warenkorb stattdessen geladen wird. Unser Team untersucht aktiv die Ursache und arbeitet an einem Fix. Wir werden ein Update teilen, sobald wir mehr wissen.

2. 7. Juli 2026 um 23:00 UTCinvestigating

   Wir werden dieses Problem weiter untersuchen.

3. 7. Juli 2026 um 23:11 UTCmonitoring

   Die Fehlerraten sind gesunken und das Laden von Smart Cart scheint wieder normal zu funktionieren. Wir überwachen die Stabilität.

4. 7. Juli 2026 um 23:20 UTCresolved

   Dieser Vorfall ist nun abgeschlossen. Das Ladeproblem, das nicht-alte Smart Cart betrifft, wurde behoben und wir haben die Stabilität über den Überwachungszeitraum bestätigt. Wenn sie weiterhin probleme sehen, wenden sie sich bitte an und wir werden sofort nachsehen.

5. 14. Juli 2026 um 17:55 UTCpostmortem

   **Unfalldatum:** 7. Juli 2026 **Dauer:** ca. 45 Minuten **Status:** Aufgelöst ## Zusammenfassung Am 7. Juli führte ein routinemäßiges Skriptupdate kurz dazu, dass Smart Cart für einen Teil der Käufer in einigen Geschäften nicht geöffnet wurde. Das Problem war regional und intermittierend und nicht ein vollständiger Ausfall, und der normale Service wurde innerhalb von etwa 45 Minuten wiederhergestellt. ## Was geschah Während einer routinemäßigen Bereitstellung hat eine kleine Untergruppe von Käufern je nach Standort und Zeitpunkt ein nicht übereinstimmendes Skriptdateipaar geladen. Dies führte dazu, dass der Wagen nicht für sie initialisiert wurde. Einmal identifiziert, rollten wir die Änderung zurück und bestätigten, dass sich die Karren wieder normal öffneten. ## Resolution Wir haben am nächsten Tag eine Sicherheitsvorkehrung verschickt, um zu verhindern, dass sich dieses spezielle Szenario auf die Käufer auswirkt, und wir führen ein längerfristiges Update ein, wie diese Dateien versioniert werden, um dies vollständig zu beenden.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 18. Mai 2026 um 19:10 UTCinvestigating

   Rebuy is currently experiencing issues affecting admin and on-site functionality. Our team is aware and actively working on a resolution.

2. 18. Mai 2026 um 19:16 UTCidentified

   The issue has been identified and a fix is being implemented.

3. 18. Mai 2026 um 19:20 UTCmonitoring

   A fix has been implemented and we are seeing on-site and admin functionality return to normal. The team continues to monitor.

4. 18. Mai 2026 um 19:29 UTCresolved

   The issue has been resolved. We will be investigating the root cause and sharing a post-mortem once our review is complete.

5. 20. Mai 2026 um 15:05 UTCpostmortem

   **Incident Report: Admin and On-Site Functionality Disruption** **Date:** May 18, 2026 **Duration:** 3:10 PM – 3:29 PM ET \(~19 minutes\) **Summary** On May 18, 2026, merchants experienced a disruption affecting the Rebuy Admin Portal and on-site functionality including Smart Cart, Checkout Extensions, Post-Purchase Offers, A/B Testing, Smart Search, Smart Collections, and Rebuy Monetize. The issue was identified and resolved within 19 minutes. **Root Cause** The disruption was caused by a sequencing issue during a coordinated internal release. A database update that was required before new application code could safely serve traffic did not complete as expected. When the application code deployed and began serving requests, it encountered errors that cascaded across multiple product surfaces. **Resolution** We rolled back the affected services to the previous stable version within approximately 10 minutes of identifying the issue, which restored functionality for all merchants. The underlying database update was then completed successfully, and the full release was redeployed and verified shortly after. **What We're Doing** We are implementing additional verification gates in our multi-service release process to ensure that dependent infrastructure changes are confirmed live in production before downstream application code is allowed to deploy.

1. 12. Mai 2026 um 17:10 UTCresolved

   A release to the Rebuy storefront SDK on 2026-05-11 introduced a regression for merchants who have the Rebuy app installed but do not have Smart Cart V2 active: clicks on their native Shopify cart icon stopped opening their theme's cart drawer.

2. 12. Mai 2026 um 19:14 UTCpostmortem

   **Incident Report: Native Cart Regression** **Date:** May 11, 2026 **Duration:** 9:36 AM – 12:50 PM ET \(~3 hours 14 minutes\) **Summary** On May 11, 2026, a subset of merchants experienced an issue where the cart icon on their storefront was unresponsive to shoppers. The issue was introduced as part of a scheduled SDK release and was fully resolved within 18 minutes of being identified. **Root Cause** A performance update to the Rebuy storefront SDK introduced a change that inadvertently interfered with native cart behavior for merchants who do not have Smart Cart V2 enabled. Merchants with Smart Cart V2 active were not affected. **Resolution** Once identified, we reverted the SDK release within 18 minutes. Native cart functionality was restored immediately upon revert. **What We're Doing** We are expanding our pre-release testing coverage to ensure that SDK changes are validated across all merchant configurations before reaching production — including merchants who may not have specific Rebuy features enabled. We are also reinforcing our internal review process to include configuration-specific test cases as a required step before any storefront SDK release. These changes will help us catch unintended side effects earlier in the development cycle and prevent a similar disruption from reaching your store.

1. 22. April 2026 um 16:53 UTCinvestigating

   We have received multiple reports of Smart Cart loading inconsistently on some merchant storefronts.We have received multiple reports of Smart Cart loading inconsistently on some merchant storefronts. Our team is actively investigating and will provide updates as we learn more.

2. 22. April 2026 um 17:02 UTCinvestigating

   Our team continues to investigate. Current findings suggest the impact may vary by region.

3. 22. April 2026 um 17:06 UTCmonitoring

   A change has been deployed and merchants who reported issues are seeing improved results. We are continuing to investigate the root cause and will share more details as they become available.

4. 22. April 2026 um 17:18 UTCresolved

   This issue has been resolved. Our team is completing a full root cause analysis, which will be posted to the status page once available. Thank you for your patience.

5. 22. April 2026 um 19:19 UTCpostmortem

   **What happened:** On April 22, 2026, between approximately 11:45 AM and 1:02 PM ET, a subset of shoppers on Rebuy-powered storefronts experienced an inability to load SmartCart V2. Merchants and shoppers who encountered the issue during this window would have seen the cart fail to initialize. All other Rebuy functionality remained operational throughout the incident. ‌ **Duration:** Approximately 1 hour and 17 minutes. ‌ **Impact:** A subset of shoppers on affected storefronts were unable to load SmartCart V2 during the incident window. No data was lost or compromised. ‌ **What caused it:** A software release introduced changes that shifted internal script references in a way that caused the cart to fail for shoppers loading a fresh version of the storefront script during the deployment window. Shoppers with a cached version of the script were unaffected. ‌ **What we did:** Our team identified the issue within minutes of the first report, rolled back to the previous stable release, and confirmed full restoration of SmartCart V2 by 1:02 PM ET — approximately 16 minutes from first report to resolution. ‌ **What we are doing to prevent recurrence:** We have identified the root cause and are implementing structural improvements to our deployment pipeline, including additional validation steps to catch this class of issue before it reaches production.

1. 18. März 2026 um 16:43 UTCinvestigating

   We are currently investigating not being able to access Rebuy Admin.

2. 18. März 2026 um 17:00 UTCinvestigating

   This is only affecting admin accessibility and all on-site functionality is normal. We continue to investigate what is causing the errors with the admin platform.

3. 18. März 2026 um 17:08 UTCmonitoring

   The issue has been identified, and a fix has been implemented.

4. 18. März 2026 um 17:16 UTCresolved

   This incident has been resolved.

5. 18. März 2026 um 20:24 UTCpostmortem

   **What happened** On March 18, 2026, between 12:25 PM and 1:05 PM ET, a security update to our PHP base image introduced a configuration change that caused Smart Cart, widgets, post-purchase flows, Rebuy Monetize offers, and the Admin dashboard to return errors for approximately 40 minutes. **Duration** Approximately 30-40 minutes. **What caused it** A routine infrastructure update introduced an unexpected configuration conflict that prevented our admin service from accepting traffic. Once identified, our team rolled back the update to restore full functionality. **What we did** Our team identified the issue, implemented a rollback, and confirmed full resolution within the same hour. We posted updates to our status page throughout the incident. **What we are doing to prevent recurrence** We have identified the root cause and are implementing additional validation steps in our deployment process to catch this class of issue before it reaches production.

1. 5. März 2026 um 22:15 UTCinvestigating

   We are currently investigating legacy carts not rendering, widgets, and data sources.

2. 5. März 2026 um 22:21 UTCidentified

   The issue has been identified and a fix is being implemented.

3. 5. März 2026 um 22:32 UTCmonitoring

   A fix has been implemented, and we are monitoring results.

4. 5. März 2026 um 22:42 UTCresolved

   This incident has been resolved, and everything is back to operational.

5. 6. März 2026 um 15:38 UTCpostmortem

   **Description:** On March 5th, between 4:58 PM and 5:20 PM EST, merchants may have experienced issues accessing certain areas of the Rebuy Admin. Affected areas included Data Source configuration, Smart Cart V1, and Admin Settings. The disruption lasted approximately 20 minutes. No storefront disruptions occurred for active merchants and no data was lost or corrupted. **Root Cause:** A scheduled security update introduced an incorrect configuration change during our release process, causing the affected Admin areas to become unavailable. **Resolution:** Our engineering team identified the root cause immediately after deployment and deployed a targeted fix, restoring full service by 5:20 PM EST. **Next Steps:** We are adding additional validation steps to our release process to prevent this class of error from reaching production in the future.

1. 4. März 2026 um 18:49 UTCresolved

   Description On February 24th at 3:11 PM EST, a code change was deployed as part of a security improvement. The following morning at 8:35 AM EST, merchants began experiencing Shopify Checkout Extensions not rendering. Core checkout functionality remained operational and no data was lost or corrupted. Root Cause: The deployed change introduced a data shape update that was not reflected in the Checkout Extension schema, causing validation to fail during extension initialization and preventing extensions from rendering. Resolution: Our engineering team identified the mismatch and deployed a fix at 10:05 AM EST on February 25th, restoring full Checkout Extension functionality. Next Steps: Review and improve existing monitoring coverage for extension initialization failures to ensure alerts fire as expected. Additionally, introduce cross-functional review requirements for changes that touch shared data contracts to catch downstream impacts before deployment.

1. 18. Februar 2026 um 18:15 UTCinvestigating

   We're currently aware of an issue that may temporarily affect the ability to create new Smart Carts, Smart Flows, Widgets, Bundle Builder, Monetize or add new packages. Our team is actively working to resolve this as quickly as possible. All existing configurations and on-site tooling remain fully functional. No action is needed on your end. We'll provide an update once everything is back to normal. Thank you for your patience!

2. 18. Februar 2026 um 18:32 UTCidentified

   The issue has been identified and a fix is being implemented.

3. 18. Februar 2026 um 18:49 UTCmonitoring

   A fix has been implemented and we are monitoring the results.

4. 18. Februar 2026 um 19:05 UTCresolved

   All tests are showing positive results. This issue has been resolved.

5. 19. Februar 2026 um 18:23 UTCpostmortem

   **Description:** On February 18th, between 12:44 PM and 1:44 PM EST, merchants may have experienced errors when attempting to create new configurations within the Rebuy platform. Affected actions included the creation of Smart Carts, Checkout Extension Widgets, Merchandising Widgets, Bundle Builder, Smart Flows, and Monetize Widgets. The disruption lasted approximately 60 minutes. Read operations and existing store configurations were not impacted, meaning no storefront disruptions occurred for active merchants, and no data was lost or corrupted. **Root Cause:** A planned platform deployment unintentionally introduced a dependency update that conflicted with how our system handles certain create and update operations, causing those requests to fail. **Resolution:** Our engineering team identified the root cause and deployed a targeted fix within the same deployment window, restoring full service by 1:44 PM EST.

1. 6. Januar 2026 um 21:40 UTCresolved

   We experienced a brief issue where some users encountered an internal error message upon login, preventing access to the system. The team quickly identified and resolved the issue, with the total impact lasting approximately 6 minutes.

2. 8. Januar 2026 um 20:09 UTCpostmortem

   **Description:** On January 6th at approximately 4:10 PM ET an update aimed at improving security caused a temporary disruption, affecting some user logins for approximately 6 minutes. The issue was linked to unexpected behavior in the system's connection to our Redis database, crucial for authentication. **Root Cause:** The update unintentionally allowed operations in production environments that were unnecessary, combined with temporary Redis connection issues, which impacted some user logins. **Resolution:** We reverted the changes to restore service stability. **Next Steps:** We are implementing additional safeguards and better error handling to prevent similar issues from arising in the future. We will then re-deploy the security change after the additional tests have been complete.

1. 22. Dezember 2025 um 17:12 UTCresolved

   On Dec 19, between approximately 6:19–8:55 AM ET, an upstream network provider experienced intermittent performance issues that led to unexpected errors and degraded performance for some users. The issue was identified, a fix was applied, and service was fully restored the same day after continued monitoring.

1. 5. Dezember 2025 um 15:47 UTCresolved

   A change made to one of our cloud providers Web Application Firewall (WAF) parsing logic led to an unexpected network outage for several minutes on the morning of Dec 5. During this time, there were reports of 500 internal server errors when attempting to access the Rebuy platform. It lasted for approximately 15 minutes. The issue was resolved once the fix was implemented and the network returned to normal. Ongoing monitoring was conducted to ensure stability. There are no further issues at this time

1. 18. November 2025 um 12:32 UTCinvestigating

   We are currently impacted by an outage that our cloud provider is experiencing. We are seeing some services recover, but customers may continue to observe higher-than-normal error rates as we continue remediation efforts. The team is working on the issue and we will relay any information that we get as we get it. Thank you for your patience.

2. 18. November 2025 um 12:47 UTCinvestigating

   We are still encountering intermittent errors. The team continues the investigation and remediation efforts.

3. 18. November 2025 um 13:12 UTCidentified

   The provider has just announced that the issue has been identified and a fix is underway. We are seeing things beginning to stabilize on our monitoring.

4. 18. November 2025 um 13:15 UTCmonitoring

   They have implemented the fix and we are now seeing pre-outage performance return. We are monitoring for further updates.

5. 18. November 2025 um 13:18 UTCmonitoring

   The cloud provider has identified the issue and restored service. All systems are operational. Continuing to monitor.

6. 18. November 2025 um 13:56 UTCresolved

   Our third-party provider has confirmed that the issue is identified and fully resolved, and our systems are operating normally. We are no longer seeing any related errors or service impact. We are working with the provider to understand the root cause and will share a post-mortem as soon as it becomes available.

1. 29. Oktober 2025 um 18:24 UTCinvestigating

   Our team has identified an increase in errors within the Rebuy administrative portal, and some users are experiencing login issues. We are actively investigating the cause. All on-site functionality with Rebuy features remains unaffected. Further updates will follow shortly.

2. 29. Oktober 2025 um 18:32 UTCidentified

   The issue has been identified and a fix is being implemented.

3. 29. Oktober 2025 um 18:35 UTCmonitoring

   A fix has been implemented and we are seeing the errors subside and admin functionality is back online.

4. 29. Oktober 2025 um 18:47 UTCresolved

   The issues affecting the Rebuy administrative portal have been resolved. Users should now be able to log in and access all functionality without errors. Our team is conducting a review of the incident and will share a post-mortem once completed. Thank you for your patience.

5. 5. November 2025 um 14:18 UTCpostmortem

   **Incident Summary:** On October 29, 2025, some users experienced an outage of the Rebuy Engine admin system starting around 12:15 MST, which lasted for approximately 24 minutes. The impact of the outage was users were unable to login to the system - all on-site functionality remained stable. Initially, there were concerns that the issue might be related to the release of updates earlier in the day. However, further investigation revealed that the cause was more complex and not directly tied to the code release. ‌ **Root Cause:** The disruption in the admin system was the result of a combination of infrastructure and process-related factors that temporarily impacted performance. During the event, certain system components experienced reduced efficiency under load, which contributed to intermittent connectivity issues and overall degradation. ‌ **Resolution:** The issue was resolved as connectivity stabilized and the system returned to normal operations. We have taken steps to ensure the system is now functioning as expected, and further monitoring will be in place to prevent similar disruptions in the future. ‌ **Preventive Measures:** To avoid similar issues going forward, we will: * Improve monitoring and resource management to ensure smoother handling of system load. * Conduct additional internal reviews to optimize system performance and enhance reliability.

1. 27. Oktober 2025 um 17:49 UTCidentified

   Some customers are seeing issues concerning Smart Cart not loading properly. Our team is aware and working on a solution.

2. 27. Oktober 2025 um 17:52 UTCmonitoring

   A fix has been implemented and the errors have subsided. We are monitoring for any further issues.

3. 27. Oktober 2025 um 17:57 UTCresolved

   The incident has been resolved and the impacted carts are confirmed functional once again. Our team will investigate the root cause and share the findings in this incident once available. Thank you for your patience.

4. 28. Oktober 2025 um 19:40 UTCpostmortem

   **Incident Summary:** On October 27, 2025, some merchants experienced an issue where their Smart Cart failed to open. This occurred shortly after the release of a new feature designed to support _nested cart items_ in Smart Cart V2. The feature enables merchants to display parent-child product relationships \(such as bundles or configurable products\) directly within the Smart Cart, improving consistency between the cart and checkout experience. ‌ **Root Cause:** The issue stemmed from a missing optionality check in the new nested cart item functionality. The shared cart file \(`Cart.js`\) is used by both Smart Cart V1 and V2. The new code called a function, `nestedCartItemsEnabled()`, that only exists in V2. Because this function does not exist in V1, the call caused a JavaScript error that prevented the Smart Cart from loading for merchants still using the legacy version. ‌ **Resolution:** A fix was implemented by adding an optionality check to ensure the function is only executed when present. This change restored functionality for all merchants using Smart Cart V1, while maintaining the new nested cart item capability for V2. The fix was verified locally and across multiple staging environments using different Smart Cart configurations prior to implementation. ‌ **Preventive Measures:** * Added an additional safeguard to confirm version-specific functions are handled appropriately in shared code. * Updated internal review processes to ensure smoother compatibility between Smart Cart versions.

1. 16. Oktober 2025 um 16:33 UTCinvestigating

   We are aware of an ongoing issue with double add-to-cart events in Smart Cart that we reported on last week, which may still be affecting some users. Our team is actively investigating this further to find a permanent solution. In the meantime, we have identified a temporary workaround that can be implemented within your Smart Cart settings. If you're experiencing double add-to-cart events when adding a single product to your cart, please follow the steps below based on your version of Smart Cart: For New Carts (v2): 1. Go to your Smart Cart. 2. Click "Global Settings" at the bottom of the page. 3. Locate the "Product Form Submission Behavior" setting and change it to "Disabled (Smart Cart does not manage)." 4. Refresh your product page and test to confirm the issue is resolved. For Legacy Smart Carts: 1. Go to your Smart Cart. 2. Scroll down to find the "Product Form Redirect" setting and change it to "Disabled (Smart Cart does not manage)." 3. Refresh your product page and test to confirm the issue is resolved. For more details on the previously reported issue, please visit: https://status.rebuyengine.com/incidents/ddkm5p8xgb7c We will continue to work the situation and provide updates as soon as possible. We sincerely apologize for any inconvenience this may have caused and appreciate your patience as we work toward a resolution.

2. 16. Oktober 2025 um 18:13 UTCmonitoring

   We’ve successfully tested and deployed a solution to prevent the duplicate add-to-cart (ATC) events from occurring. Our team has verified the fix with several stores that reported the issue, and we can confirm that it’s no longer happening. We will continue monitoring the situation over the next few hours to ensure everything is running smoothly. If you notice any unusual behavior, please notify our support team immediately.

3. 16. Oktober 2025 um 19:17 UTCmonitoring

   We are continuing to monitor for any further issues. None have been reported or uncovered through testing at this time.

4. 16. Oktober 2025 um 19:45 UTCresolved

   The incident has been resolved. Our team will document the root cause and share the findings in this incident once available.

5. 17. Oktober 2025 um 14:10 UTCpostmortem

   **Issue Overview:** Recently, some merchants experienced an issue where products were being added to the cart twice instead of once. This was caused by a conflict between Rebuy’s Smart Cart and the code in your Shopify theme. When both systems tried to handle the form submission at the same time, it resulted in duplicate items being added. ‌ **Why It Happened:** This issue started happening after a recent update to Shopify themes around October 10, 2025. While the issue didn’t affect all merchants, it did impact those with certain theme setups or third-party apps interacting with the cart. ‌ **Resolution Timeline:** * **Saturday 10/11:** Code update deployed to fix the double-add issue, but caused a secondary issue with Smart Cart not opening. * **Sunday 10/12:** Follow-up fix resolved the Smart Cart opening issue. Both problems were considered resolved. * **Monday 10/13 - Thursday 10/16:** Continued monitoring of the issue, with sporadic reports of duplicate ATC events. A temporary workaround was made available to merchants, and we tested the fix on multiple environments. * **Thursday, 10/16:** Final fix deployed to address the root cause and ensure compatibility with the Shopify theme update. Since this deployment, there have been no further reports of duplicate add-to-cart issues. **What the Fix Does:** The new solution ensures that if a product is added to the cart multiple times, the system will catch and remove any extra items. This prevents duplicate purchases and ensures the cart reflects the correct quantity. Importantly, this fix will work whether or not Shopify resolves the issue on their end, so there is no risk of the fix causing other problems. ‌ **Warning Message:** If this issue happens again, a warning message will appear, prompting you to adjust the Smart Cart settings. It will explain that there’s a conflict between Rebuy and the theme’s code and guide you on how to change the Product Form Redirect setting in Global Settings to "Disabled." ‌ **Next Steps with Shopify:** We’re working closely with Shopify to understand what triggered this issue and to improve communication on future theme updates. This will help us identify and resolve potential conflicts proactively. We’re also testing future theme updates in staging environments to catch any issues before they affect merchants.

1. 15. Oktober 2025 um 16:41 UTCinvestigating

   We are currently experiencing some technical difficulties. The team is aware and investigating.

2. 15. Oktober 2025 um 16:46 UTCidentified

   The team believes that they have uncovered the issue and are currently taking steps to resolve.

3. 15. Oktober 2025 um 16:51 UTCmonitoring

   A fix has been implemented and we are starting to see issues resolving. We are monitoring to ensure stability.

4. 15. Oktober 2025 um 16:57 UTCresolved

   The incident has been resolved. Our team will investigate the root cause and share the findings in this incident once available.

5. 16. Oktober 2025 um 19:03 UTCpostmortem

   **Incident Summary:** On October 15, 2025, users experienced a temporary outage beginning around 12:30 PM EDT. During this period, the site was unavailable and requests returned error messages. **Root Cause:** The outage occurred as part of a planned upgrade to our PHP platform. Certain default configuration settings in the new environment were incompatible with our existing application setup, which prevented the system from starting correctly. Once identified, these configurations were adjusted and service was restored. **Preventive Measures:** We’ve updated our deployment and validation processes to better account for these types of environment-specific configuration differences during future upgrades. There is no ongoing risk or further impact is expected.