采购管理门户导航问题
Issues轻微事件
受影响的组件
Admin Portal
- investigating
我们目前正在调查在Rebuy admin门户网站内导航的问题。 目前所有现场功能仍为内置.
- monitoring
一项固定措施已经实施,导航问题似乎已经解决。 我们正在测试和监测,以证实没有进一步的影响.
- resolved
所有报道的通航问题此时已经解决.
自动翻译自官方事件更新。
54 Rebuy incidents · 2023年11月 — official updates, affected components, duration and resolution details.
我们目前正在调查在Rebuy admin门户网站内导航的问题。 目前所有现场功能仍为内置.
一项固定措施已经实施,导航问题似乎已经解决。 我们正在测试和监测,以证实没有进一步的影响.
所有报道的通航问题此时已经解决.
自动翻译自官方事件更新。
我们正在调查一个用户无法进入管理员控制台的问题。 所有现场功能仍能运作.
我们正在继续调查这一问题.
我们继续调查行政门户接入问题. 我们还发现,一些商店的购后报价不正确。 我们的团队也正在积极调查这个问题,并将在我们了解更多情况时分享最新情况.
这一问题已经确定,一个解决办法正在实施之中.
已经执行了一项固定措施。 我们正看到管理员恢复访问 以及购买后报价 正确渲染到我们所知的受灾地点 我们正在进行监测,以确保此时的稳定.
所有测试结果都呈阳性 我们确认这些问题已经解决了 我们将继续调查根源 一旦死后再调查.
发生了什么事? 7月24日大约凌晨2:35至4:28 AM ET, 我们的管理员门户短暂无法使用, 这在例行系统维护期间一夜之间发生。 您的店面、 退房、 所有现场的部件和建议都继续在整个窗口正常运行 。 这仅限于行政管理门户和采购后报价表面。 ** 原因:** 作为我们定期维护的一部分,我们定期清理我们内部软件的旧的,未使用的版本,以保持事物的高效运行. 在其中一次例行清理中,该过程引用了目前生活的略为过时的快照,而不是最新版本。 这导致它保留了更古老的版本,而不是目前的版本. 由于受影响的系统在此期间继续运行在缓存版本上,因此没有立即产生影响. 这个问题在几个小时后才显现出来,这些系统循环作为正常操作的一部分。 决议 一旦确认身份 我们的团队恢复了服务 通过滚回最后已知的好版本 解决问题 然后,我们重新发布了目前的版本,以完全结束事情,并积极主动地检查我们的其他内部系统,以确认其他一切正在按预期运行。 我们为了防止这种情况再次发生正在做的事情:** * 更新我们的清理进程,以便始终参照实时的现场直播版本,而不是早先拍摄的快照。 我们已经测试了成功的改进。 * 增加较早的自动警报,以便我们团队今后能够更快地抓住和解决这类问题。 * 继续加强我们的内部工具化,这样例行的维护工作更可靠.
自动翻译自官方事件更新。
我们正在调查一个用户无法进入管理员控制台的问题。 所有现场功能仍能运作.
一项措施已经执行,我们正在监测结果.
此事已决. 一旦掌握了适当的细节,我们将审查记录并准备尸检.
自动翻译自官方事件更新。
我们知道一些商人 正在经历一个问题, 商业化的部件和捆绑的建筑商 不渲染 在他们的店面。 我们的团队正在积极调查并努力寻找解决办法。 这个问题并不影响所有商家,一旦获得更多信息,我们将分享最新消息.
我们还在积极调查影响商地的部件装载问题。 我们的团队已经确定了一个可能促成的因素,目前正在集中关注这一点.
部件加载问题已执行固定 。 以前报告错误的站点不再看到错误,部件和捆绑的构建者正在按预期进行渲染. 我们的小组继续试验核查稳定情况.
所有问题此时均已解决. 受影响地点的部件和捆绑建造者正在正常渲染。 我们的团队正在调查根本原因,一旦有消息,就会发布最新消息.
** 发生了什么事** 7月14日,一个例行更新 我们的系统 如何检索产品信息 引起了对商店前置部件的渲染问题 如果您的账户使用基于标签规则的部件, 如交叉销售推荐或 Bundle 构建器 , 您可能会注意到没有加载的部件, 或产品在加载后消失 。 这个问题并不会影响退货, 管理员, 或您商店前端的任何非部件 。 ** 循环原因** 产品标签数据以幕后两种不同格式存储,一种是遗留格式,另一种是更新的格式,这取决于商店产品目录最初设置的时间和方式. 更新修改了我们系统用于获取部件数据的路径, 而该路径并没有将更新的格式转换成我们部件代码所期望的格式 。 在产品标签以更新格式存储的账户上,部件代码无法正确处理数据,这引起了上述渲染问题. ** 决议** 我们恢复了更新,在问题开始大约30分钟后恢复了正常部件的渲染。 由于一些部件数据临时被缓存用于性能,少数账户继续看到停滞的结果,直到缓存被清除. 我们积极主动地刷新了所有受影响账户的缓存。 {\fn黑体\fs22\bord1\shad0\3aHBE\4aH00\fscx67\fscy66\2cHFFFFFF\3cH808080}我们为阻止这种情况再次发生而做的 * 恢复缺失的数据转换步骤并添加一个自动测试,检查两个检索路径总是返回匹配,正确格式化的数据,然后任何未来的发布才能出出. * 建立一个更快的内部工具来刷新所有账户的缓存部件数据,因此,如果再次发生类似问题,我们可以更快地解决剩余影响。 * 将两种基本标记数据格式调和为单一的统一格式,以去掉源头的这一类问题,而不是仅仅防范下游的问题.
自动翻译自官方事件更新。
我们知道一些使用非遗留智能卡的商人 正在经历装入问题 而本地的推车正在装入。 我们的团队正在积极调查这个事业,并正在设法解决问题。 了解更多情况后我们再分享最新消息.
我们正在继续调查这一问题.
出错率已下降,智能卡装入似乎又正常运行. 我们正在监视稳定.
这一事件现已了结. 影响非遗留"智能卡"的装入问题已经解决,我们确认在监测期间保持稳定. 如果你继续看到任何问题, 请伸出手来,我们马上去看看.
** 事件日期:** 2026年7月7日 ** 期限:** 约45分钟 ** 现状:** 决定 □ 总结 7月7日,例行的脚本更新短暂地使SmartCart在一些商店无法为一部分购物者打开. 问题是区域性的和断断续续的,而不是完全停用,正常服务在约45分钟内恢复. # 发生的一切 # # What happened # 在例行部署期间,一小群购物者根据位置和时间装入一对不匹配的脚本文件. 这导致推车没有为他们初始化. 一旦确认身份,我们回滚 更改和确认的推车再次正常打开。 □ 解析度 我们次日运出一个保护装置 来防止这种特定情况 影响店主前进, 我们正在推出一个较长期的更新 如何将这些文件的版本完全关闭.
自动翻译自官方事件更新。
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.