Service Degradation for External Order Service API

Update timeline

1. investigating Mar 12, 2026, 04:32 PM UTC

   We are currently investigating an issue with our External Order Service API: /v0/d/external_customers/email/{email}/orders returning incomplete Order data. This has the potential to impact any integrations that have implemented this API. If you have any questions as to whether you are impacted, please contact your SI Partner or who manages your integrations. We will provide more information as we continue to investigate.

2. identified Mar 12, 2026, 05:11 PM UTC

   We have identified the issue which affected the External Order service and are now working on resolving. It's important to note that this is not affecting new orders being created, and they are fully available through this External Order API service. There is only a small subset of orders that might have missing or incomplete data when using the API which we are looking to resolve. We will continue to keep you updated here with progress.

3. identified Mar 12, 2026, 06:26 PM UTC

   We have identified all orders that were impacted that have incomplete or missing data when calling the External Order API. We will replay the missing data to the service and let you know once completed.

4. monitoring Mar 12, 2026, 08:33 PM UTC

   Our team is continuing to work on backfilling the missing data. We will update here once completed.

5. monitoring Mar 13, 2026, 09:05 AM UTC

   Our team is continuing to work on backfilling the missing data. The process is still in progress, and we are actively monitoring it. We will provide another update here once the backfill has been completed.

6. monitoring Mar 13, 2026, 06:26 PM UTC

   We are currently estimating that the backfill of data for this API service will be completed sometime tomorrow, 14th of March. We will update you again if this estimate changes or, otherwise, once completed.

7. resolved Mar 16, 2026, 09:27 AM UTC

   The backfill of data for this API service has been completed. If you have any issues with order or questions you can reach out to NewStore Support for assistance.