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We are currently investigating this issue.

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

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

This incident has been resolved.

An issue with an authentication provider is currently affecting some users.

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

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

We are continuing to see increased error rates and are monitoring for a fix from our authentication provider.

We are seen error rates decline and will continue monitoring.

This incident has been resolved.

We are currently investigating this issue.

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

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

This incident has been resolved.

**What products were affected and what was the impact?** Classify, Country of Origin Impact: DEGRADED PERFORMANCE   **What timeframe did this issue occur?** | **Date** | **Time** | | --- | --- | | Mar 11, 2026 | 2026-03-11 10:12 - 2026-03-11 12:06 |   **How was the issue detected?** Zonos observed elevated error rates affecting Classify and Country of Origin APIs. ‌ **What functionality was affected?** A portion of Classify and Country of Origin inference requests did not return a valid response. ‌ **What was the root cause?** A firmware issue on a subset of GPU nodes caused network connectivity failures. This caused the nodes to enter an unhealthy state. Our reconnect logic did not properly remove unhealthy nodes from the pool, so they continued to receive requests. ‌ **What was the resolution of the problem, and what steps are being taken to prevent future issues?** Shortly after discovering the issue, we restarted nodes to resolve the connectivity issues and restore service. We then identified the reconnect logic issue, and released a fix to prevent future issues. We have scheduled a firmware upgrade on all nodes to resolve the underlying network issue. We have also refined our alerting to catch errors more quickly in the future.

We are currently investigating this issue.

We are continuing to investigate this issue.

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

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

This incident has been resolved.

We are currently investigating this issue.

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

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

This incident has been resolved.

We are currently investigating this issue.

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

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

We are continuing to see some issues and are continuing to monitor.

We are continuing to monitor for any further issues.

The issue has been resolved and operations have returned to normal. We are actively monitoring to ensure continued stability.

This incident has been resolved.

We are currently investigating this issue.

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

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

This incident has been resolved.

We are currently investigating this issue.

Users logging in may have experienced a flashing screen. The change was rolled back and the issue has been resolved.

An issue with an upstream infrastructure provider is impacting our BigCommerce Plugin

The issue has been identified and we are continuing to monitor the impact.

We are continuing to work on a fix for this issue.

This incident has been resolved.

We are currently investigating this issue.

This incident has been resolved.

**What products were affected and what was the impact?** * Checkout \(Custom Integrations\) Impact: * Major outage for affected merchants **What timeframe did this issue occur?** |   | **Date** | **Time** | | --- | --- | --- | | From: | Jan 24, 2025 | 12:00 PM MST | | To: | Jan 27, 2025 | 07:45 AM MST |   **How was the issue detected?** Our team was notified that Checkout domains were not being allowed as expected, leading to an immediate investigation by the engineering team. **What functionality was affected?** Online store settings \(allowed store domain\) were not loading properly for all stores using custom integrations. This prevented affected stores from loading checkout. ‌ **What problems did this cause?** Stores relying on custom integrations could not load their checkout correctly. ‌ **What was the resolution of the problem and steps that are being taken for continued follow-up?** * A rollback to a previous version immediately resolved the issue. * A new synthetic test has been implemented to ensure store settings caching is store-specific and does not mix settings between stores. ‌ ‌ **What mitigation solutions will we put in place to prevent this issue from occurring in the future?** * **Improved Testing:** A new synthetic test has been introduced to verify caching behavior and prevent incorrect store settings from being cached. * **Staging Environment:** Setting up a dedicated test environment for custom integrations to catch similar issues earlier.

We are currently investigating this issue.

This incident has been resolved.

### What products were affected and what was the impact? Shopify Checkout Partial outage: * Affected some Shopify merchants ### What timeframe did this issue occur? | | **Date** | **Time** | | --- | --- | --- | | From: | Jan 23, 2025 | 05:30 PM MDT | | To: | Jan 24, 2025 | 03:30 PM MDT | ### How was the issue detected? * A discrepancy was identified when some orders in Shopify were missing tracking numbers. * Additionally, merchants using older versions of the Shopify app experienced order import failures. ‌ ### What functionality was affected? * Order fulfillment ‌ ### What problems did this cause? * **Order Processing Issues:** Orders processed without tracking numbers caused confusion and delays for merchants and customers. * **Order Import Failures:** Some merchants experienced missing orders due to import failures. ‌ ### What was the resolution of the problem and steps that are being taken for continued follow-up? * We patched the root cause of the issue, resolving the tracking number and order import failures. * We updated all the affected orders with tracking numbers and manually imported orders that had failed to import. * API headers and logging enhancements were implemented to improve issue detection and response time. ### What mitigation solutions will we put in place to prevent this issue from occurring in the future? * Expand QA coverage to address downstream impacts of refactors, with a focus on comprehensive testing of critical flows, including label creation. * Expand synthetic test suite to validate end-to-end order processing, with particular emphasis on fulfillment workflows. * Establish a consistent testing environment that simulates real-world Shopify store configurations, reducing the risk of silent failures.

We are currently investigating this issue.

This incident has been resolved.

**What products were affected and what was the impact?** * All Magento Checkout merchants Impact: * Partial Outage **What timeframe did this issue occur?** | | **Date** | **Time** | | --- | --- | --- | | From: | Jan 6, 2025 | 2:27 PM MST | | To: | Jan 7, 2025 | 09:11 AM MST | ‌ ### How was the issue detected? Our team was notified that carts were not being created for some Magento shoppers, leading to an immediate investigation by the engineering team. ‌ ### What functionality was affected? The checkout process for Magento merchants encountered validation failures due to incorrect UUID handling. This disrupted the checkout flow, impacting merchants using the Magento Checkout. ‌ ### What problems did this cause? * Magento merchants experienced disruptions in checkouts being loaded at times. ‌ ### What was the resolution of the problem and steps that are being taken for continued follow-up? * The issue was identified as stemming from changes made to TSID validation. * A rollback of the problematic changes was performed promptly, restoring checkout functionality. * A synthetic test was created to validate UUID behavior and detect future occurrences of this issue. * Code annotations have been added to document known issues and improve future debugging. ‌ ### What mitigation solutions will we put in place to prevent this issue from occurring in the future? * Establishing alerts detecting deviations in carts-to-checkout sessions. This will help flag potential checkout issues early. * Increasing test coverage to identify gaps in synthetic testing.

We are experiencing an issue with orders not being created despite payments being processed successfully.

This incident has been resolved.

**What products were affected and what was the impact?** * Zonos Checkout Impact: * Major Outage **What timeframe did this issue occur?** | | **Date** | **Time** | | --- | --- | --- | | From: | Jan 3, 2025 | 01:30 PM MST | | To: | Jan 3, 2025 | 07:06 PM MST | ‌ ### How was the issue detected? Our team was notified that payments were being processed, but orders were not being created. ‌ ### What functionality was affected? * Ability to create orders * Order fulfillment ‌ ### What problems did this cause? * Customer frustration due to failed order creation despite successful payment processing. * Potential financial reconciliation issues for merchants and customers. ‌ ### What was the resolution of the problem and steps that are being taken for continued follow-up? * The root cause was identified as a backend change, which introduced a bug related to the separation of payment intent and checkout session. * A rollback was implemented to restore functionality, and error logging for Stripe intent failures has now been enabled. ‌ ### What mitigation solutions will we put in place to prevent this issue from occurring in the future? * Synthetic tests have been updated to run every 10 minutes to narrow down problematic PRs and detect failures earlier.

We are currently investigating elevated error rates.

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

We are continuing to work on a fix for this issue.

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

This incident has been resolved.

We are currently investigating this issue.

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

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

This incident has been resolved.

### What products were affected and what was the impact? Landed Cost API, Checkout Impact: CRITICAL ### What timeframe did this issue occur? | **Date** | **Time** | | --- | --- | | November 8, 2024 | 8:50am - 10:26am MST | ### How was the issue detected? A spike in error logs triggered an alert to our Engineering team, who responded immediately to the issue. ### What functionality was affected? Landed Cost quotes that use our automated item classification service failed. ### What problems did this cause? If an HS Code was not provided in the API request to Landed Cost, and the automatic classification service was enabled, then the landed cost quote would fail. When the landed cost quote fails, shoppers may not be able to place their order. ### What was the resolution of the problem and steps that are being taken for continued follow-up? The root cause of the issue was a deployment issue with the item service used for automatic classification. While the issue was detected immediately, resolution required rebuilding and redeploying services, which took longer than expected. After services were rebuilt and redeployed, the system health was validated and normal operations resumed. ### What mitigation solutions will we put in place to prevent this issue from occurring in the future? We discovered that this issue was due, in part, to a deficiency in our deployment procedures. We are working to update the procedure to prevent any future issues. We are also creating a synthetic test in our lower environments that will catch similar issues before they can be deployed into production.

We are currently investigating this issue.

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

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

This incident has been resolved.

**What products were affected and what was the impact?** On **Saturday, October 12, 2024, at 22:30 UTC**, we experienced an outage that impacted the ability of some Shopify merchants to retrieve landed cost quotes for international orders. This outage lasted until **Sunday, October 13, 2024, at 21:33 UTC**, during which time affected merchants may have been unable to display accurate landed cost calculations to their customers, potentially affecting international checkouts and purchase completions. The root cause of the outage was an API permission issue that was introduced during a routine deployment. Unfortunately, the synthetic tests for the Landed Cost API flow didn’t immediately flag the issue, which caused an extremely uncharacteristic delay to the resolution. It's important to note that this issue was caused by a very unique set of circumstances. We have just finished an extremely complex and expansive migration project to move all of our merchants to a robust and secure new system. This issue was directly caused by processes related to this now complete migration. Impact: critical ‌ **What timeframe did this issue occur?** | **Date** | **Time** | | --- | --- | | October 12, 2024 | 22:30 UTC | | October 13, 2024 | 21:33 UTC | ‌ **How was the issue detected?** The engineering team noticed a warning of failed quotes in the log files. ‌ **What functionality was affected?** All landed cost requests during the outage failed for affected merchants. ‌ **What problems did this cause?** Shoppers of affected merchants were unable to get landed cost quotes, and in many cases complete their checkout. ‌ **What was the resolution of the problem and steps that are being taken for continued follow-up?** Once the issue was identified, our team acted swiftly to permission issue. After thorough testing, we confirmed the API was fully restored at **21:33 UTC** on Sunday. ‌ **What mitigation solutions will we put in place to prevent this issue from occurring in the future?** * **Expanded test coverage**: We are enhancing our synthetic tests to include additional token and permission checks, ensuring that potential issues like this are caught earlier. * **Improved log classifications**: We’re updating our logging processes to better distinguish between warnings and errors, which will enable faster detection and resolution of similar problems in the future.

We are currently investigating this issue.

This incident has been resolved.

We are currently investigating this issue.

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

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

We are continuing to monitor for any further issues.

This incident has been resolved.

### **What products were affected and what was the impact?** * Landed Cost API ### Impact: * DEGRADED SERVICE ### **What timeframe did this issue occur?** | | **Date** | **Time** | | --- | --- | --- | | From: | Sep 30, 2024 | 16:44 MST | | To: | Sep 30, 2024 | 18:12 MST | ### **How was the issue detected?** Synthetic test failures alerted our team. ### **What functionality was affected?** Increased latency on landed cost quotes, plus a period where landed cost quotes failed. ### **What problems did this cause?** Landed cost quotes were slow to return and/or failed to return. ### **What was the resolution of the problem and steps that are being taken for continued follow-up?** The problem was caused by a very large message added to our message queue that could not be consumed due to insufficient resources. The immediate resolution was to increase maximum allocated memory to allow the message queue to clear. ### **What mitigation solutions will we put in place to prevent this issue from occurring in the future?** To prevent this from happening again, we have decreased the total allowed message size by both the producers and consumers. We are also evaluating techniques to make the message queue more robust to this type of failure.

We are currently investigating this issue.

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

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

This incident has been resolved.

We are currently investigating this issue.

The issue has been identified as an outage with an upstream provider.

The issue appears to be resolved but we are monitoring for further issues.

There continue to be intermittent issues. The provider is investigating and we will continue to monitor.

We are continuing to monitor for any further issues.

This incident has been resolved.