Loop Returns incident
Customer UX, Admin Portal, and API Disruption
Loop Returns experienced a major incident on October 5, 2026 affecting Returns Portal and Admin Portal and 1 more component, lasting 1h 20m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 05, 2026, 04:16 PM UTC
We're investigating a service disruption across Loop - including shopper user experience, administration portal, and APIs. Updates will be provided within the next 15 minutes.
- identified Oct 05, 2026, 04:31 PM UTC
We have identified an issue with invalid secret rotation within our cache infrastructure. We are manually rolling out a fix now. Updates will be provided in 15 minutes or less.
- identified Oct 05, 2026, 04:50 PM UTC
Our effort at secret rotation didn't resolve the infrastructure issue, but we've identified a way to bypass the current infrastructure to reinstate service. We're currently rolling out the bypass now. Updates will be provided in 15 minutes or less.
- monitoring Oct 05, 2026, 04:55 PM UTC
A fix has been applied and services are starting to show availability. We will continue to monitor and ensure this fix will unilaterally resolve the root cause. We will continue to provide updates as we monitor. Another update in 30 minutes or less.