Malomo incident
USPS incorrectly marking packages as “Return to Sender”
Malomo experienced a minor incident on February 7, 2023 affecting Klaviyo and Attentive, lasting 3d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 07, 2023, 04:32 PM UTC
Yesterday, we identified an issue with USPS marking some packages as “Return to Sender”, right before marking the same package as “Delivered”. We are currently working with our integration partner to determine why they are sending this event for packages that have been successfully delivered. Customers using Return to Sender flows with our integrations may be affected, causing some shoppers to receive Return to Sender notifications for USPS packages that were successfully delivered. We recommend that customers using Return to Sender flows disable them until the issue is resolved. Customers using the Problem Orders feature may see higher than average Returned to Sender numbers on the Problem Orders report. We will keep this post updated as we work to resolve the issue.
- investigating Feb 07, 2023, 04:32 PM UTC
We are continuing to investigate this issue.
- monitoring Feb 07, 2023, 05:25 PM UTC
We have identified the issue and implemented a solution. We will continue to monitor the situation throughout the day.
- monitoring Feb 10, 2023, 02:41 PM UTC
We are continuing to monitor for any further issues.
- resolved Feb 10, 2023, 02:45 PM UTC
After monitoring this issue we have determined that the problem is fixed. USPS packages should now be correctly marked as "delivered" instead of "return-to-sender".