Historique des pannes de Rebuy

1. 1 septembre 2026 à 15:34 UTCinvestigating

   Nous enquêtons actuellement sur des problèmes de navigation dans le portail Rebuy admin. Toutes les fonctionnalités sur place restent in-tact à l'heure actuelle.

2. 1 septembre 2026 à 15:43 UTCmonitoring

   Une correction a été mise en œuvre et les problèmes de navigation semblent avoir été résolus. Nous sommes en train de tester et de surveiller pour confirmer qu'il n'y a pas d'autre impact.

3. 1 septembre 2026 à 15:50 UTCresolved

   Tous les problèmes de navigation signalés ont été résolus à l'heure actuelle.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 24 juillet 2026 à 07:06 UTCinvestigating

   Nous enquêtons actuellement sur un problème avec des utilisateurs incapables d'accéder à la console d'administration. Toutes les fonctionnalités sur place restent fonctionnelles.

2. 24 juillet 2026 à 07:59 UTCinvestigating

   Nous continuons d'enquêter sur cette question.

3. 24 juillet 2026 à 08:20 UTCinvestigating

   Nous continuons à enquêter sur les problèmes d'accès au portail administratif. Nous avons également identifié que les offres post-achat ne sont pas rendus correctement pour certains magasins. Notre équipe s'emploie à étudier cette question et partagera les mises à jour au fur et à mesure que nous en apprendrons davantage.

4. 24 juillet 2026 à 08:25 UTCidentified

   Le problème a été identifié et une solution est en cours de mise en oeuvre.

5. 24 juillet 2026 à 08:29 UTCmonitoring

   Une correction a été mise en œuvre. Nous voyons maintenant l'accès admin restauré et les offres post-achat rendu correctement sur les sites touchés que nous sommes conscients. Nous surveillons actuellement la stabilité.

6. 24 juillet 2026 à 08:35 UTCresolved

   Tous les tests montrent des résultats positifs et nous confirmons ces problèmes tels qu'ils ont été résolus en ce moment. Nous continuerons à enquêter sur la cause profonde et nous ferons un suivi avec un post mortem une fois que ce sera terminé.

7. 24 juillet 2026 à 16:19 UTCpostmortem

   **Ce qui s'est passé:** Le 24 juillet, entre environ 2:35 AM et 4:28 AM ET, notre portail d'administration était brièvement indisponible, et les offres post-achat n'étaient pas rendues pour les marchands utilisant cette fonctionnalité. Cela s'est produit du jour au lendemain pendant l'entretien régulier du système. Votre vitrine, votre commande et tous les widgets et recommandations sur place ont continué à fonctionner normalement tout au long de cette fenêtre. Ceci était limité au portail d'administration et à la surface de l'offre après achat. (en milliers de dollars) ** Cause de départ :** Dans le cadre de notre maintenance régulière, nous nettoyons périodiquement les anciennes versions inutilisées de notre logiciel interne pour que les choses fonctionnent efficacement. Lors de l'un de ces nettoyages de routine, le processus a fait référence à un instantané légèrement dépassé de ce qui était en cours, plutôt que la version la plus à jour. Cela l'a amené à conserver une ancienne version au lieu de la version actuelle. Comme les systèmes touchés ont continué à fonctionner sur les versions mises en cache, il n'y a pas eu d'impact immédiat. La question n'est apparue que plusieurs heures plus tard, lorsque ces systèmes ont fonctionné dans le cadre d'opérations normales. Résolution Une fois identifié, notre équipe a rétabli le service en retournant à la dernière bonne version connue, en résolvant le problème. Nous avons ensuite réédité la version actuelle pour fermer complètement les choses et vérifié proactivement nos autres systèmes internes pour confirmer que tout le reste fonctionnait comme prévu. **Ce que nous faisons pour empêcher que cela ne se reproduise:** * Mettre à jour notre processus de nettoyage pour toujours référencer la version en direct, en cours d'exécution en temps réel, plutôt qu'un instantané pris plus tôt. Nous avons déjà testé cette amélioration avec succès. * Ajouter une alerte automatisée plus tôt afin que notre équipe puisse attraper et résoudre ce type de problème encore plus rapidement à l'avenir. * Continuer à renforcer notre outillage interne afin que la maintenance de routine comme celle-ci soit encore plus fiable.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 22 juillet 2026 à 23:30 UTCinvestigating

   Nous enquêtons actuellement sur un problème avec des utilisateurs incapables d'accéder à la console d'administration. Toutes les fonctionnalités sur place restent fonctionnelles.

2. 22 juillet 2026 à 23:46 UTCmonitoring

   Un correctif a été mis en place et nous suivons les résultats.

3. 22 juillet 2026 à 23:53 UTCresolved

   L'incident a été résolu. Nous examinerons les registres et préparerons un post mortem une fois que nous aurons les détails appropriés.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 14 juillet 2026 à 17:21 UTCinvestigating

   Nous sommes conscients que certains marchands éprouvent un problème où les widgets et les constructeurs de paquets ne sont pas rendus sur leurs magasins. Notre équipe enquête activement et travaille vers une solution. Cette question n'affecte pas tous les marchands, et nous partagerons une mise à jour dès que nous aurons plus d'informations.

2. 14 juillet 2026 à 17:31 UTCinvestigating

   Nous enquêtons encore activement sur le problème de chargement des widgets affectant certains sites marchands. Notre équipe a identifié un facteur contributif probable et se concentre maintenant sur ce facteur.

3. 14 juillet 2026 à 17:43 UTCmonitoring

   Une correction a été mise en place pour le problème de chargement du widget. Les sites qui avaient déjà signalé des erreurs ne les voient plus, et les widgets et les constructeurs de paquets sont rendus comme prévu. Notre équipe continue de tester la stabilité.

4. 14 juillet 2026 à 17:49 UTCresolved

   Toutes les questions ont été réglées à ce stade. Les widgets et les constructeurs de paquets sur les sites touchés sont rendus normalement. Notre équipe enquête sur la cause profonde et publiera une mise à jour dès qu'elle sera disponible.

5. 15 juillet 2026 à 15:19 UTCpostmortem

   **Ce qui s'est passé** Le 14 juillet, une mise à jour de routine sur la façon dont un de nos systèmes récupère l'information produit a causé un problème de rendu pour les widgets en front de magasin sur un sous-ensemble de sites marchands. Si votre compte utilise des widgets avec des règles basées sur les tags, telles que des recommandations de vente croisée ou Bundle Builder, vous avez peut-être remarqué que les widgets ne sont pas chargés, ou que les produits disparaissent après la page chargée. Ce problème n'a pas affecté la caisse, l'administration ou toute partie non-widget de votre magasin. ** Cause de la mort** Les données des étiquettes de produits sont stockées dans deux formats différents dans les coulisses, un format legs et un plus récent, selon le moment et la façon dont le catalogue de produits d'une boutique a été initialement mis en place. La mise à jour a changé le chemin que notre système utilise pour récupérer ces données pour les widgets, et ce chemin n'a pas converti le format plus récent dans le format que notre code widget attend. Sur les comptes où les étiquettes de produit ont été stockées dans le format plus récent, le code widget ne pouvait pas traiter correctement les données, ce qui a causé les problèmes de rendu décrits ci-dessus. **Résolution** Nous avons retourné la mise à jour, qui a restauré le rendu de widget normal environ 30 minutes après le début du problème. Parce que certaines données de widget sont temporairement mises en cache pour des performances, un petit nombre de comptes ont continué à voir des résultats inexistants jusqu'à ce que ce cache soit effacé. Nous avons actualisé le cache de façon proactive dans tous les comptes touchés. **Ce que nous faisons pour éviter que cela ne se reproduise** * Restaurer l'étape de conversion des données manquantes et ajouter un test automatisé qui vérifie les deux chemins de récupération retourne toujours les données correspondantes, correctement formatées avant toute publication future. * Construire un outil interne plus rapide pour rafraîchir les données de widgets mis en cache dans tous les comptes, donc si un problème similaire se produit à nouveau, nous pouvons résoudre l'impact résiduel plus rapidement. * Réconcilier les deux formats sous-jacents de données d'étiquettes dans un seul format cohérent, pour supprimer cette classe d'enjeux à la source plutôt que de se garder de lui en aval.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 7 juillet 2026 à 22:30 UTCinvestigating

   Nous sommes conscients que certains marchands utilisant le Smart Cart non-légué connaissent des problèmes de chargement et le chariot natif est chargé à la place. Notre équipe enquête activement sur la cause et travaille sur une solution. Nous partagerons une mise à jour dès que nous en saurons plus.

2. 7 juillet 2026 à 23:00 UTCinvestigating

   Nous continuons d'enquêter sur cette question.

3. 7 juillet 2026 à 23:11 UTCmonitoring

   Les taux d'erreur ont baissé et le chargement Smart Cart semble fonctionner à nouveau normalement. On surveille la stabilité.

4. 7 juillet 2026 à 23:20 UTCresolved

   Cet incident est maintenant clos. Le problème de chargement touchant le Smart Cart non législatif a été résolu, et nous avons confirmé la stabilité au cours de la période de surveillance. Si vous continuez à voir des problèmes, s'il vous plaît contacter et nous allons jeter un oeil tout de suite.

5. 14 juillet 2026 à 17:55 UTCpostmortem

   **Date de l'incident :** 7 juillet 2026 **Durée:** Environ 45 minutes ** État :** Résolue Résumé Le 7 juillet, une mise à jour de script de routine a brièvement fait échouer l'ouverture de Smart Cart pour une partie des acheteurs de certains magasins. La question était régionale et intermittente plutôt qu'une panne complète, et le service normal a été rétabli dans un délai d'environ 45 minutes. Ce qui s'est passé Lors d'un déploiement de routine, un petit sous-ensemble d'acheteurs a chargé une paire de fichiers de scripts mal appariés selon leur emplacement et leur moment. Cela a causé le chariot à ne pas initialiser pour eux. Une fois identifiés, nous avons repoussé le changement et confirmé que les chariots s'ouvraient à nouveau normalement. Résolution Nous avons envoyé une sauvegarde le lendemain pour empêcher que ce scénario spécifique n'affecte les acheteurs à l'avenir, et nous déployons une mise à jour à plus long terme sur la façon dont ces fichiers sont versionnés pour fermer complètement.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 18 mai 2026 à 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 à 19:16 UTCidentified

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

3. 18 mai 2026 à 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 à 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 à 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 à 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 à 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 avril 2026 à 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 avril 2026 à 17:02 UTCinvestigating

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

3. 22 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 mars 2026 à 16:43 UTCinvestigating

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

2. 18 mars 2026 à 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 mars 2026 à 17:08 UTCmonitoring

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

4. 18 mars 2026 à 17:16 UTCresolved

   This incident has been resolved.

5. 18 mars 2026 à 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 mars 2026 à 22:15 UTCinvestigating

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

2. 5 mars 2026 à 22:21 UTCidentified

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

3. 5 mars 2026 à 22:32 UTCmonitoring

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

4. 5 mars 2026 à 22:42 UTCresolved

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

5. 6 mars 2026 à 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 mars 2026 à 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 février 2026 à 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 février 2026 à 18:32 UTCidentified

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

3. 18 février 2026 à 18:49 UTCmonitoring

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

4. 18 février 2026 à 19:05 UTCresolved

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

5. 19 février 2026 à 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 janvier 2026 à 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 janvier 2026 à 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 décembre 2025 à 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 décembre 2025 à 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 novembre 2025 à 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 novembre 2025 à 12:47 UTCinvestigating

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

3. 18 novembre 2025 à 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 novembre 2025 à 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 novembre 2025 à 13:18 UTCmonitoring

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

6. 18 novembre 2025 à 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 octobre 2025 à 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 octobre 2025 à 18:32 UTCidentified

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

3. 29 octobre 2025 à 18:35 UTCmonitoring

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

4. 29 octobre 2025 à 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 novembre 2025 à 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 octobre 2025 à 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 octobre 2025 à 17:52 UTCmonitoring

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

3. 27 octobre 2025 à 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 octobre 2025 à 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 octobre 2025 à 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 octobre 2025 à 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 octobre 2025 à 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 octobre 2025 à 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 octobre 2025 à 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 octobre 2025 à 16:41 UTCinvestigating

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

2. 15 octobre 2025 à 16:46 UTCidentified

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

3. 15 octobre 2025 à 16:51 UTCmonitoring

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

4. 15 octobre 2025 à 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 octobre 2025 à 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.