Attualmente stiamo indagando su problemi con la navigazione all'interno del portale di amministrazione Rebuy. Tutte le funzionalità in loco rimangono in-tatto in questo momento.
monitoring
Una correzione è stata implementata e i problemi di navigazione sembrano essere stati risolti. Stiamo testando e monitorando per confermare che non c'è ulteriore impatto.
resolved
Tutti i problemi di navigazione segnalati sono stati risolti in questo momento.
Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.
Admin Portale Problemi di accesso e Post-Purchase Offerta Rendering Errori
Inizio 24 luglio 2026 alle ore 07:06 UTC · 1h 28m
OutageIncidente maggiore
Componenti interessati
Post-Purchase OffersAdmin Portal
investigating
Stiamo attualmente indagando su un problema con gli utenti incapaci di accedere alla console di amministrazione. Tutta la funzionalità in loco rimane funzionale.
investigating
Stiamo continuando a indagare su questo problema.
investigating
Stiamo continuando a indagare sui problemi di accesso al portale di amministrazione. Abbiamo anche identificato che le offerte post-acquisto non stanno rendendo correttamente per alcuni negozi. Il nostro team sta attivamente indagando anche questo e condividerà gli aggiornamenti come si impara di più.
identified
Il problema è stato identificato e si sta attuando una correzione.
monitoring
Una soluzione è stata implementata. Ora stiamo vedendo l'accesso di amministratore ripristinato e post-acquisto offre il rendering correttamente sui siti colpiti di cui siamo a conoscenza. Stiamo monitorando per garantire la stabilità in questo momento.
resolved
Tutti i test stanno mostrando risultati positivi e stiamo confermando questi problemi come risolti in questo momento. Continueremo a indagare sulla causa principale e seguiremo un post mortem una volta che sarà completo.
postmortem
Che e' successo?
Il 24 luglio, tra circa 2:35 AM e 4:28 AM ET, il nostro portale di amministrazione non è stato brevemente disponibile, e Post-Purchase offerte non sono state rendering per i commercianti che utilizzano questa funzione. Ciò si è verificato durante la manutenzione del sistema di routine.
Il tuo negozio, il checkout e tutti i widget e le raccomandazioni in loco hanno continuato a funzionare normalmente durante questa finestra. Questo è stato limitato al portale di amministrazione e la superficie di offerta post-acquisto.
**Cosa?
Come parte della nostra manutenzione regolare, periodicamente ripuliamo versioni più vecchie e inutilizzate del nostro software interno per mantenere le cose in esecuzione efficiente. Durante una di queste pulizie di routine, il processo ha fatto riferimento a un'istantanea leggermente obsoleta di quello che era attualmente vivo, piuttosto che alla versione più aggiornata. Questo lo ha portato a mantenere una versione più vecchia invece di quella attuale.
Poiché i sistemi interessati hanno continuato a funzionare nelle versioni cache nel frattempo, non c'era alcun impatto immediato. Il problema è diventato visibile solo diverse ore dopo, quando questi sistemi hanno ciclizzato come parte delle normali operazioni.
Risoluzione Una volta identificato, il nostro team ha ripristinato il servizio tornando all'ultima buona versione conosciuta, risolvendo il problema. Abbiamo poi ripubblicato la versione attuale per chiudere completamente le cose e controllato proattivamente i nostri altri sistemi interni per confermare che tutto il resto era in esecuzione come previsto.
Cosa stiamo facendo per impedire che accada di nuovo?
* Aggiornare il nostro processo di pulizia per fare sempre riferimento alla versione live, in esecuzione in tempo reale, piuttosto che una snapshot presa prima. Abbiamo già testato con successo questo miglioramento.
* Aggiunta di allerta automatizzata precedente in modo che il nostro team possa catturare e risolvere questo tipo di problema ancora più veloce in futuro.
* Proseguendo per rafforzare il nostro tooling interno così manutenzione di routine come questo è ancora più affidabile andare avanti.
Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.
Rebuy Admin Inaccessibile
Inizio 22 luglio 2026 alle ore 23:30 UTC · 23m
OutageIncidente maggiore
Componenti interessati
Admin Portal
investigating
Stiamo attualmente indagando su un problema con gli utenti incapaci di accedere alla console di amministrazione. Tutta la funzionalità in loco rimane funzionale.
monitoring
Una soluzione è stata implementata e stiamo monitorando i risultati.
resolved
L'incidente è stato risolto. Controlleremo i registri e prepareremo un post mortem una volta che avremo i dettagli appropriati.
Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.
Widgets e Bundle Builder non rendering
Inizio 14 luglio 2026 alle ore 17:21 UTC · 29m
OutageIncidente maggiore
Componenti interessati
Bundle BuilderMerchandising Widgets
investigating
Siamo consapevoli che alcuni commercianti stanno vivendo un problema in cui i widget merchandising e i costruttori di fasci non stanno rendendo sul loro negozio. Il nostro team sta attivamente indagando e lavorando verso una soluzione. Questo problema non riguarda tutti i commercianti, e condivideremo un aggiornamento non appena avremo più informazioni.
investigating
Stiamo ancora indagando attivamente il problema di caricamento dei widget che interessa alcuni siti mercantili. Il nostro team ha identificato un probabile fattore di contributo e si sta concentrando su questo ora.
monitoring
Una correzione è stata implementata per il problema di caricamento del widget. I siti che erano stati precedentemente segnalando errori non sono più vederli, e widget e costruttori di bundle stanno rendendo come previsto. Il nostro team continua a testare per verificare la stabilità.
resolved
Tutti i problemi sono stati risolti in questo momento. I widget e i costruttori di fasci attraverso i siti interessati stanno rendendo normalmente. Il nostro team sta indagando sulla causa principale e pubblicherà un aggiornamento non appena sarà disponibile.
postmortem
Che e' successo?
Il 14 luglio, un aggiornamento di routine su come uno dei nostri sistemi recupera le informazioni di prodotto ha causato un problema di rendering per i widget di storefront su un sottoinsieme di siti mercantili. Se il tuo account utilizza widget con regole basate su tag, come raccomandazioni cross-sell o Bundle Builder, potresti aver notato widget che non caricano, o prodotti che scompaiono dopo la pagina caricata.
Questo problema non ha influenzato il checkout, l'amministratore, o qualsiasi parti non-widget del tuo negozio.
"Root cause"
I dati del tag prodotto sono memorizzati in due diversi formati dietro le quinte, un formato legacy e uno nuovo, a seconda di quando e come il catalogo dei prodotti di un negozio è stato originariamente impostato. L'aggiornamento ha cambiato il percorso che il nostro sistema utilizzato per recuperare quei dati per i widget, e quel percorso non ha convertito il formato più nuovo nel formato che il nostro codice widget si aspetta.
Su account in cui i tag del prodotto sono stati memorizzati nel formato più recente, il codice del widget non poteva elaborare correttamente i dati, che ha causato i problemi di rendering descritti sopra.
# Risoluzione #
Abbiamo reindirizzato l'aggiornamento, che ha ripristinato il normale widget rendering circa 30 minuti dopo l'inizio del problema. Poiché alcuni dati del widget sono temporaneamente memorizzati in cache per le prestazioni, un piccolo numero di account ha continuato a vedere i risultati stanti fino a quando la cache non è stata cancellata. Abbiamo proattivamente rinfrescato la cache in tutti gli account interessati.
Cosa stiamo facendo per impedire che accada di nuovo?
* Ripristino della fase di conversione dei dati mancante e l'aggiunta di un test automatizzato che controlla entrambi i percorsi di recupero restituiscono sempre i dati corrispondenti, correttamente formattati prima che qualsiasi rilascio futuro possa uscire.
* Costruire uno strumento interno più veloce per aggiornare i dati dei widget memorizzati nella cache attraverso gli account, quindi se un problema simile si verifica di nuovo, possiamo risolvere l'impatto residuo più rapidamente.
* Riconciliare i due formati di dati di tag sottostanti in un unico formato coerente, per rimuovere questa classe di emissione alla fonte piuttosto che solo la guardia contro di esso a valle.
Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.
Non-legacy (v2) Smart Cart Errors
Inizio 7 luglio 2026 alle ore 22:30 UTC · 49m
IssuesIncidente minore
Componenti interessati
Smart Cart
investigating
Siamo consapevoli che alcuni commercianti che utilizzano non-legacy Smart Cart stanno vivendo problemi di carico e il carrello nativo sta caricando invece. Il nostro team sta attivamente indagando sulla causa e lavorando su una soluzione. Condivideremo un aggiornamento non appena ne sapremo di più.
investigating
Stiamo continuando a indagare su questo problema.
monitoring
I tassi di errore sono calati e il caricamento Smart Cart sembra funzionare di nuovo normalmente. Stiamo monitorando la stabilità.
resolved
Questo incidente è ora chiuso. Il problema di carico che riguarda la non-legacy Smart Cart è stato risolto, e abbiamo confermato la stabilità durante il periodo di monitoraggio. Se continuate a vedere qualsiasi problema, per favore contattateci e daremo un'occhiata subito.
postmortem
** Data incidente: ** 7 luglio 2026
*Durata: * Circa 45 minuti
**Status: Risolto
#
Il 7 luglio un aggiornamento di script di routine ha causato brevemente Smart Cart a non aprire per una parte di acquirenti su alcuni negozi. Il problema era regionale e intermittente piuttosto che un'estrazione completa, e il servizio normale è stato ripristinato in circa 45 minuti.
# What Happened #
Durante un dispiegamento di routine, un piccolo sottoinsieme di acquirenti caricato una coppia errata di file di script a seconda della loro posizione e tempismo. Ciò ha causato il carrello di non inizializzare per loro. Una volta identificato, abbiamo rimboccato il cambiamento e i carrelli confermati si aprivano di nuovo normalmente.
## Risoluzione
Abbiamo spedito una salvaguardia il giorno dopo per evitare che questo scenario specifico impattassegni acquirenti in avanti, e stiamo aggiornando un aggiornamento a lungo termine su come questi file sono stati versioneti per chiudere completamente questo.
Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.
Admin and On-Site Functionality Degraded
Inizio 18 maggio 2026 alle ore 19:10 UTC · 20m
OutageIncidente critico
Componenti interessati
Smart FlowsPost-Purchase OffersRebuy MonetizeSmart CollectionsCheckout Extensions WidgetsThank You Page / Order Status Page WidgetsAdmin PortalBundle BuilderSmart SearchMerchandising WidgetsA/B TestingAPIData SourcesLanding PagesSmart Cart
investigating
Rebuy is currently experiencing issues affecting admin and on-site functionality. Our team is aware and actively working on a resolution.
identified
The issue has been identified and a fix is being implemented.
monitoring
A fix has been implemented and we are seeing on-site and admin functionality return to normal. The team continues to monitor.
resolved
The issue has been resolved. We will be investigating the root cause and sharing a post-mortem once our review is complete.
postmortem
**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.
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.
postmortem
**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.
Smart Cart Loading Issues
Inizio 22 aprile 2026 alle ore 16:53 UTC · 25m
IssuesIncidente minore
Componenti interessati
Smart Cart
investigating
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.
investigating
Our team continues to investigate. Current findings suggest the impact may vary by region.
monitoring
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.
resolved
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.
postmortem
**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.
Smart Cart, Post-Purchase Flows, and Admin Errors
Inizio 18 marzo 2026 alle ore 16:43 UTC · 33m
IssuesIncidente minore
Componenti interessati
Admin Portal
investigating
We are currently investigating not being able to access Rebuy Admin.
investigating
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.
monitoring
The issue has been identified, and a fix has been implemented.
resolved
This incident has been resolved.
postmortem
**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.
Legacy Carts & Data Sources
Inizio 5 marzo 2026 alle ore 22:15 UTC · 27m
IssuesIncidente minore
Componenti interessati
Merchandising WidgetsSmart Cart
investigating
We are currently investigating legacy carts not rendering, widgets, and data sources.
identified
The issue has been identified and a fix is being implemented.
monitoring
A fix has been implemented, and we are monitoring results.
resolved
This incident has been resolved, and everything is back to operational.
postmortem
**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.
Checkout Extensions Not Rendering
Inizio 24 febbraio 2026 alle ore 20:00 UTC · 0m
IssuesIncidente minore
resolved
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.
New Resource Creation Issues
Inizio 18 febbraio 2026 alle ore 18:15 UTC · 50m
Pending
Componenti interessati
Smart FlowsPost-Purchase OffersRebuy MonetizeCheckout Extensions WidgetsThank You Page / Order Status Page WidgetsBundle BuilderMerchandising WidgetsSmart Cart
investigating
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!
identified
The issue has been identified and a fix is being implemented.
monitoring
A fix has been implemented and we are monitoring the results.
resolved
All tests are showing positive results. This issue has been resolved.
postmortem
**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.
Rebuy Admin Portal Login Errors
Inizio 6 gennaio 2026 alle ore 21:00 UTC · 0m
IssuesIncidente minore
resolved
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.
postmortem
**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.
Network Performance Incident
Inizio 19 dicembre 2025 alle ore 11:00 UTC · 0m
IssuesIncidente minore
resolved
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.
500 Internal Server Errors
Inizio 5 dicembre 2025 alle ore 09:00 UTC · 0m
IssuesIncidente minore
resolved
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
Intermittent Internal server errors
Inizio 18 novembre 2025 alle ore 12:00 UTC · 1h 56m
OutageIncidente maggiore
Componenti interessati
Smart FlowsPost-Purchase OffersRebuy MonetizeSmart CollectionsCheckout Extensions WidgetsThank You Page / Order Status Page WidgetsAdmin PortalBundle BuilderSmart SearchMerchandising WidgetsA/B TestingAPIData SourcesLanding PagesSmart Cart
investigating
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.
investigating
We are still encountering intermittent errors. The team continues the investigation and remediation efforts.
identified
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.
monitoring
They have implemented the fix and we are now seeing pre-outage performance return. We are monitoring for further updates.
monitoring
The cloud provider has identified the issue and restored service. All systems are operational. Continuing to monitor.
resolved
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.
Rebuy Admin Portal Login Errors
Inizio 29 ottobre 2025 alle ore 18:24 UTC · 23m
IssuesIncidente minore
Componenti interessati
Admin Portal
investigating
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.
identified
The issue has been identified and a fix is being implemented.
monitoring
A fix has been implemented and we are seeing the errors subside and admin functionality is back online.
resolved
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.
postmortem
**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.
Smart Cart Errors
Inizio 27 ottobre 2025 alle ore 17:49 UTC · 9m
OutageIncidente maggiore
Componenti interessati
Smart Cart
identified
Some customers are seeing issues concerning Smart Cart not loading properly. Our team is aware and working on a solution.
monitoring
A fix has been implemented and the errors have subsided. We are monitoring for any further issues.
resolved
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.
postmortem
**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.
Double Add to Cart Issue with Smart Cart - Temporary Workaround
Inizio 16 ottobre 2025 alle ore 16:33 UTC · 3h 12m
IssuesIncidente minore
Componenti interessati
Merchandising WidgetsSmart Cart
investigating
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.
monitoring
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.
monitoring
We are continuing to monitor for any further issues. None have been reported or uncovered through testing at this time.
resolved
The incident has been resolved. Our team will document the root cause and share the findings in this incident once available.
postmortem
**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.
Rebuy Unavailable
Inizio 15 ottobre 2025 alle ore 16:41 UTC · 16m
OutageIncidente critico
Componenti interessati
Smart FlowsPost-Purchase OffersRebuy MonetizeSmart CollectionsCheckout Extensions WidgetsThank You Page / Order Status Page WidgetsAdmin PortalBundle BuilderSmart SearchMerchandising WidgetsA/B TestingAPIData SourcesLanding PagesSmart Cart
investigating
We are currently experiencing some technical difficulties. The team is aware and investigating.
identified
The team believes that they have uncovered the issue and are currently taking steps to resolve.
monitoring
A fix has been implemented and we are starting to see issues resolving. We are monitoring to ensure stability.
resolved
The incident has been resolved. Our team will investigate the root cause and share the findings in this incident once available.
postmortem
**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.