54 Rebuy incidents · 2023년 11월 — official updates, affected components, duration and resolution details.
우리는 현재 Rebuy 관리자 포털 내에서 navigating 문제가 있습니다. 모든 현장 기능은 이 시점에서 그대로 유지됩니다.
수정이 시행되고, 탐색 문제는 해결되었습니다. 우리는 테스트 및 모니터링이 더 이상 영향을 미치지 않습니다.
모든 보고된 내비게이션 문제는 이 시간에 해결되었습니다.
공식 인시던트 업데이트를 자동 번역했습니다.
우리는 현재 관리자 콘솔에 액세스 할 수없는 사용자에게 문제가 있습니다. 모든 현장 기능은 기능 유지.
이 문제를 조사하고 있습니다.
관리자 포털 액세스 문제를 조사하기 위해 계속됩니다. 우리는 또한 post-purchase 제안이 몇몇 상점을 위해 제대로 렌더링되지 않다는 것을 확인했습니다. 우리의 팀은 적극적으로 투자하고, 우리가 더 많은 것을 배우기로 업데이트를 공유 할 것입니다.
문제는 식별되고 수정이 구현됩니다.
수정이 구현되었습니다. 우리는 이제 관리자 액세스 복원 및 게시물 추적을보고 우리가 알고있는 영향 사이트에 올바르게 렌더링합니다. 우리는 이 시간에 안정성을 지키는 감시입니다.
모든 시험은 긍정적 인 결과를 보여주고 우리는이 시간에 해결 한대로 이러한 문제를 확인하고 있습니다. 우리는 뿌리 원인을 계속 투자하고 완료되면 포스트 mortem로 올라갑니다.
** 일어난 일: ** 7 월 24 일, 약 2 : 35 AM 및 4 : 28 AM ET 사이, 우리의 관리자 포털은 간단히 사용할 수 없으며 Post-Purchase Offers는 그 기능을 사용하여 상인을위한 렌더링되지 않았습니다. 이것은 일상적인 시스템 정비 도중 밤새 발생했습니다. 상점 정면, 체크 아웃 및 모든 현장 위젯 및 권장 사항은이 창을 통해 일반적으로 기능을 계속합니다. 이것은 관리자 포털과 포스트 구매 제안 표면에 한정되었습니다. ** 루트 원인:** 우리의 정기적인 정비의 일환으로, 우리는 주기적으로 우리의 내부 소프트웨어의 이전, 사용되지 않는 버전을 능률적으로 실행하는 것을 계속하기 위하여 청소합니다. 이러한 일상적인 정리 중 하나 동안, 프로세스는 현재 살고있는 것의 약간 밖의 스냅 샷을 참조, 오히려 최신 버전보다. 이것은 현재 대신 이전 버전을 유지할 수 있습니다. 영향을받는 시스템은 그 동안의 캐시 된 버전에서 계속 실행되기 때문에 즉각적인 영향을받지 않았습니다. 문제는 나중에 몇 시간 만 볼 수있었습니다. 그 시스템은 정상 작동의 일부로 사이클링 할 때. 제품 설명 일단 확인되면, 우리의 팀은 마지막으로 알려진 좋은 버전으로 돌아가서 서비스를 복원, 문제를 해결. 우리는 그 후에 현재 버전을 완전히 닫히기 위하여 풀어 놓았습니다 밖으로 그리고 proactively 우리의 다른 내부 체계를 검사하고 예상대로 달리는 모든 것을 확인하기 위하여. **이 작업을 다시 방지하는 것은 무엇입니까 :** * 우리의 Cleanup 프로세스를 항상 실시간 실행, 실시간 버전 참조, 오히려 스냅 샷 이전 촬영. 우리는 이미이 개선을 성공적으로 테스트했습니다. * 이전에 자동화된 경고를 추가해서 우리 팀은 미래에 더 빠른 문제의 이 유형을 파악하고 해결할 수 있습니다. * 우리의 내부 장식을 강화 하기 위해 계속 그래서 일상적인 유지 보수는 더 신뢰할 수 있는 앞으로.
공식 인시던트 업데이트를 자동 번역했습니다.
우리는 현재 관리자 콘솔에 액세스 할 수없는 사용자에게 문제가 있습니다. 모든 현장 기능은 기능 유지.
수정이 구현되어 결과를 모니터링하고 있습니다.
사건이 해결되었습니다. 우리는 로그를 검토하고 적절한 세부 사항이 있으면 포스트 mortem을 준비합니다.
공식 인시던트 업데이트를 자동 번역했습니다.
우리는 몇몇 상인이 그들의 storefronts에 merchandising 위젯과 뭉치 제작자가 렌더링되지 않는 문제점을 경험하고 있습니다. 우리 팀은 적극적으로 투자하고 해결을 위해 노력하고 있습니다. 이 문제는 모든 상인에 영향을 미치지 않으며, 우리는 우리가 더 많은 정보가 있기 때문에 업데이트를 공유 할 것입니다.
우리는 여전히 적극적으로 일부 상인 사이트에 영향을 미치는 위젯로드 문제를 조사하고있다. 우리의 팀은 가능성이 기여 요인을 확인하고 그에 초점을 맞추고있다.
수정은 위젯 로딩 문제를 위해 구현되었습니다. 오류가 더 이상보고 된 사이트, 위젯과 번들 빌더는 예상대로 렌더링됩니다. 우리의 팀은 안정성을 검증하기 위해 계속합니다.
모든 문제는이 시간에 해결되었습니다. 영향을받는 사이트에서 Widgets 및 번들 빌더는 일반적으로 렌더링됩니다. 우리 팀은 뿌리 원인을 조사하고 가능한 한 빨리 업데이트를 게시합니다.
** 일어난 일 ** 7 월 14 일, 우리의 시스템 검색 제품 정보 중 하나가 상인 사이트의 하위 세트에 Shopfront 위젯에 대한 렌더링 문제가 발생했는지에 대한 일상적인 업데이트. 계정이 Cross-sell 권고 또는 Bundle Builder와 같은 태그 기반 규칙이있는 위젯을 사용하는 경우, 페이지로드 후 사라진 위젯이로드되지 않았거나 제품이 사라질 수 있습니다. 이 문제는 체크 아웃, 관리자, 또는 상점 앞의 비 위젯 부품에 영향을 미치지 않았다. ** 루트 원인 ** 제품 태그 데이터는 장면 뒤에 두 가지 다른 형식으로 저장되며, 레거시 형식과 더 새로운 것, 때에 따라 상점의 제품 카탈로그가 원래 설정되었습니다. 업데이트는 위젯에 대한 데이터를 검색하는 데 사용되는 우리의 시스템을 변경, 그 경로는 우리의 위젯 코드 기대 포맷으로 더 새로운 형식을 변환하지 않았다. 제품 태그가 더 새로운 형식으로 저장 된 계정에서 위젯 코드는 위의 설명 된 렌더링 문제를 발생시키는 데이터를 올바르게 처리 할 수 없습니다. ** 해결책 ** 우리는 문제가 시작된 후 30 분 정도에 대해 정상적인 위젯 렌더링을 복원 한 업데이트를 다시했다. 일부 위젯 데이터가 일시적으로 성능에 대 한 캐시 된 때문에, 작은 계정의 수는 삭제 될 때까지 결과가 계속. 우리는 모든 영향을받는 계정에서 캐시를 능동적으로 재생했습니다. **이 작업을 다시 방지하기 위해 노력하고 있습니다 ** * 누락된 데이터 변환 단계를 복원하고 자동화된 테스트를 추가하여 검색 경로가 항상 일치하고, 정확한 포맷 된 데이터를 모든 미래 릴리스가 나올 수 있습니다. * 더 빠른 내부 도구를 구축하여 계정에서 캐시 된 위젯 데이터를 새로 고침, 그래서 비슷한 문제가 다시 발생하면, 우리는 잔여 충격을 더 빨리 해결할 수 있습니다. * 두 개의 언더리스 태그 데이터 형식을 단일 일관된 형식으로 재구성하여 다운스트림에 대해 보호하는 소스의이 클래스를 제거하십시오.
공식 인시던트 업데이트를 자동 번역했습니다.
우리는 비 우아함 스마트 카트를 사용하여 일부 상인이 선적 문제와 네이티브 카트를 경험한다는 것을 알고 있습니다. 우리의 팀은 적극적으로 문제를 조사하고 해결에 작업. 우리는 우리가 더 알고 있기 때문에 업데이트 공유 할 것입니다.
이 문제를 조사하고 있습니다.
오류율이 떨어졌고 Smart Cart 로딩이 정상적으로 작동될 것으로 보인다. 우리는 안정성을 위한 감시입니다.
이 사건은 지금 닫힙니다. 비 우아함 스마트 카트에 영향을 미치는 로드 이슈가 해결되었습니다. 모니터링 기간에 안정성을 확인했습니다. 문제가 계속되면 연락 주시기 바랍니다.
**공지 사항:** 7월 7, 2026 **출처:** 약 45분 ** 서버:** 해결 된 ## 요약 7 월 7 일, 일상적인 스크립트 업데이트는 스마트 카트가 일부 상점에서 점퍼의 일부를 열지 못했습니다. 이 문제는 전체 정전보다 지역 및 간헐적이었습니다. 정상적인 서비스는 약 45 분 안에 복원되었습니다. ## 어떤 Happened 일상적으로 배포하는 동안, shoppers의 작은 하위 세트는 위치와 타이밍에 따라 스크립트 파일의 일치 쌍을로드했습니다. 이것은 그들을 위해 초기화하지 않는 카트를 발생. 일단 확인되면, 우리는 변경을 압연하고 확인한 손수레는 일반적으로 다시 오프닝이었습니다. ## 해결책 우리는 shoppers에 영향을 미치는 관점에서이 특정 시나리오를 방지하기 위해 다음 날을 보호하고, 우리는이 파일을 완전히 닫는 방법을 더 장기 업데이트를 압연합니다.
공식 인시던트 업데이트를 자동 번역했습니다.
Rebuy is currently experiencing issues affecting admin and on-site functionality. Our team is aware and actively working on a resolution.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are seeing on-site and admin functionality return to normal. The team continues to monitor.
The issue has been resolved. We will be investigating the root cause and sharing a post-mortem once our review is complete.
**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.
**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.
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.
Our team continues to investigate. Current findings suggest the impact may vary by region.
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.
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.
**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.
We are currently investigating not being able to access Rebuy Admin.
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.
The issue has been identified, and a fix has been implemented.
This incident has been resolved.
**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.
We are currently investigating legacy carts not rendering, widgets, and data sources.
The issue has been identified and a fix is being implemented.
A fix has been implemented, and we are monitoring results.
This incident has been resolved, and everything is back to operational.
**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.
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.
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!
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
All tests are showing positive results. This issue has been resolved.
**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.
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.
**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.
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.
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
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.
We are still encountering intermittent errors. The team continues the investigation and remediation efforts.
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.
They have implemented the fix and we are now seeing pre-outage performance return. We are monitoring for further updates.
The cloud provider has identified the issue and restored service. All systems are operational. Continuing to monitor.
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.
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.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are seeing the errors subside and admin functionality is back online.
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.
**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.
Some customers are seeing issues concerning Smart Cart not loading properly. Our team is aware and working on a solution.
A fix has been implemented and the errors have subsided. We are monitoring for any further issues.
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.
**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.
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.
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.
We are continuing to monitor for any further issues. None have been reported or uncovered through testing at this time.
The incident has been resolved. Our team will document the root cause and share the findings in this incident once available.
**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.
We are currently experiencing some technical difficulties. The team is aware and investigating.
The team believes that they have uncovered the issue and are currently taking steps to resolve.
A fix has been implemented and we are starting to see issues resolving. We are monitoring to ensure stability.
The incident has been resolved. Our team will investigate the root cause and share the findings in this incident once available.
**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.
