NewStore Outage History

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There were 10 NewStore outages since February 19, 2026 totaling 100h 5m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.newstore.net

Notice April 30, 2026

Order History and Order Lookup degradation on April 29th

Detected by Pingoru
Apr 30, 2026, 04:33 PM UTC
Resolved
Apr 29, 2026, 05:40 PM UTC
Duration
—
Timeline · 1 update
  1. resolved Apr 30, 2026, 04:33 PM UTC

    Yesterday from approximately 17:40 UTC until approximately 20:30 UTC there was an incident involving external order lookup in the Associate App. This would have affected in-store returns and order history retrieval for retailers using external OMS. We will be performing a formal RCA and share an Incident Report with affected customers. We apologize for the impact this may have caused your store operations.

Read the full incident report →

Critical April 28, 2026

NOM Insights Reporting Outage

Detected by Pingoru
Apr 28, 2026, 09:18 AM UTC
Resolved
Apr 28, 2026, 11:02 AM UTC
Duration
1h 44m
Affected: Insights
Timeline · 3 updates
  1. investigating Apr 28, 2026, 09:18 AM UTC

    We are currently experiencing an outage affecting NOM Insights Reporting. Reports may begin to load but ultimately fail to complete. We are actively investigating the issue and will provide updates here as we make progress.

  2. monitoring Apr 28, 2026, 09:39 AM UTC

    A fix has been implemented for the issue affecting NOM Insights Reporting. Reports are now loading successfully, and we are continuing to monitor the system to ensure stability. We will provide another update once we have confirmed there is no recurrence of the issue.

  3. resolved Apr 28, 2026, 11:02 AM UTC

    This incident has been resolved. NOM Insights Reporting is now functioning normally, and reports are loading successfully. Thank you for your patience.

Read the full incident report →

Minor April 17, 2026

Receipt Service Degradation

Detected by Pingoru
Apr 17, 2026, 08:53 AM UTC
Resolved
Apr 17, 2026, 09:20 AM UTC
Duration
27m
Affected: NewStore PlatformCheckout
Timeline · 2 updates
  1. identified Apr 17, 2026, 08:53 AM UTC

    We have identified an issue impacting receipt generation. We are actively working to identify the root cause and implement a fix. The failed receipts will be generated once the issue is resolved. We apologize for the disruption this may cause and will provide updates here as more information becomes available.

  2. resolved Apr 17, 2026, 09:20 AM UTC

    We have resolved the issue impacting receipt generation. All previously failed receipts have been successfully processed and are now available for printing. We apologize for the disruption and appreciate your patience.

Read the full incident report →

Notice April 16, 2026

Order Processing Disruption

Detected by Pingoru
Apr 16, 2026, 02:48 PM UTC
Resolved
Apr 16, 2026, 01:06 PM UTC
Duration
—
Timeline · 1 update
  1. resolved Apr 16, 2026, 02:48 PM UTC

    We experienced a temporary service disruption caused by an infrastructure issue affecting order processing from 2026-04-16T13:06 UTC to 2026-04-16T13:43:00 UTC. During this window, some orders failed to capture, payment authorization events were delayed or errored, and retailers may have observed elevated response times ("spinner" behavior) in the apps. The issue has been resolved and platform performance has stabilized. Our team has replayed all events and any integration impact observed during this time should now be mitigated. We apologize for any impact that this caused during this time. Please contact NewStore Support with any questions or need further assistance.

Read the full incident report →

Critical April 1, 2026

Associate App and NOM outage

Detected by Pingoru
Apr 01, 2026, 04:10 AM UTC
Resolved
Apr 01, 2026, 05:18 AM UTC
Duration
1h 7m
Affected: NewStore Platform
Timeline · 4 updates
  1. investigating Apr 01, 2026, 04:10 AM UTC

    We are currently investigating an increase in errors and will provide an update shortly.

  2. monitoring Apr 01, 2026, 04:48 AM UTC

    The fix has been successfully rolled out, and services are now recovering. We’re already seeing healthy incoming traffic returning to normal levels.

  3. resolved Apr 01, 2026, 05:18 AM UTC

    The issue is resolved.

  4. postmortem Apr 20, 2026, 04:31 PM UTC

    The Post Incident Report for this outage is available in the NewStore Trust Center at [https://app.vanta.com/newstore.com/trust/vdn23a45ze06nf74xky1jd/resources?s=zpnhpsaovigqua6y193bqw&name=pir-205700-api-and-pos-outage-apr-1-2026-.pdf](https://app.vanta.com/newstore.com/trust/vdn23a45ze06nf74xky1jd/resources?s=zpnhpsaovigqua6y193bqw&name=pir-205700-api-and-pos-outage-apr-1-2026-.pdf) Please register as a user for the NewStore Trust Center to get access to the document. [https://docs.newstore.com/docs/information-security-at-newstore#requesting-access-to-newstore-information-security-resources](https://docs.newstore.com/docs/information-security-at-newstore#requesting-access-to-newstore-information-security-resources)

Read the full incident report →

Critical March 24, 2026

Service degradation for API gateway leading to 404

Detected by Pingoru
Mar 24, 2026, 03:27 PM UTC
Resolved
Mar 24, 2026, 06:01 PM UTC
Duration
2h 34m
Affected: Returns & ExchangesFulfillment
Timeline · 4 updates
  1. identified Mar 24, 2026, 03:27 PM UTC

    We have identified elevated error rates across several endpoints and are working to resolve the issue as quickly as possible. We will share further updates as soon as more information becomes available.

  2. monitoring Mar 24, 2026, 04:10 PM UTC

    We identified and resolved an issue that caused some order and fulfillment endpoints to return 404 errors which impacted in-store returns, order injection and various other fulfillment API endpoints. We ask that you please resume normal operations and retry any operations that returned an error or 404 such as order injection or in-store returns. If you are still encountering issues, please contact NewStore Support. Our team will continue to monitor and provide further updates.

  3. resolved Mar 24, 2026, 06:01 PM UTC

    We are not seeing any further impact from this incident, so we are updating it to resolved. If you are still encountering issues, please contact NewStore Support. Our team will conduct a root cause analysis and provide an incident report in the near future.

  4. postmortem Apr 20, 2026, 04:25 PM UTC

    The Post Incident Report for this outage is available in the NewStore Trust Center at ‌[https://app.vanta.com/newstore.com/trust/vdn23a45ze06nf74xky1jd/resources?s=qtvwl55s9fgufcs44glrc&name=pir-205474-order-mgmt-and-fulfillment-mar-24-2026-.pdf](https://app.vanta.com/newstore.com/trust/vdn23a45ze06nf74xky1jd/resources?s=qtvwl55s9fgufcs44glrc&name=pir-205474-order-mgmt-and-fulfillment-mar-24-2026-.pdf) Please register as a user for the NewStore Trust Center to get access to the document. [https://docs.newstore.com/docs/information-security-at-newstore#requesting-access-to-newstore-information-security-resources](https://docs.newstore.com/docs/information-security-at-newstore#requesting-access-to-newstore-information-security-resources)

Read the full incident report →

Minor March 12, 2026

Service Degradation for External Order Service API

Detected by Pingoru
Mar 12, 2026, 04:32 PM UTC
Resolved
Mar 16, 2026, 09:27 AM UTC
Duration
3d 16h
Affected: ShippingEasyPost API
Timeline · 7 updates
  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.

Read the full incident report →

Critical March 4, 2026

Platform Outage Causing Errors Across Multiple Services

Detected by Pingoru
Mar 04, 2026, 01:24 PM UTC
Resolved
Mar 04, 2026, 04:03 PM UTC
Duration
2h 39m
Affected: NewStore PlatformCheckoutPaymentsReturns & Exchanges
Timeline · 8 updates
  1. investigating Mar 04, 2026, 01:24 PM UTC

    We are currently observing elevated error rates across multiple services, which may impact parts of the platform including order management and the Associate App. Our engineering team is actively investigating the issue and working to identify the root cause. We will provide further updates as more information becomes available.

  2. identified Mar 04, 2026, 01:32 PM UTC

    We have identified the issue and are working to resolve it as soon as possible. Retailers experiencing issues may use Offline Mode in the Associate App, where available, to continue store operations while the issue is being investigated. We will provide further updates as more information becomes available.

  3. identified Mar 04, 2026, 01:53 PM UTC

    We are seeing stability improving in multiple services, but still recommend for retailers to continue using Offline Mode in the Associate App until all services have recovered. We will provide further updates as more information becomes available.

  4. monitoring Mar 04, 2026, 02:15 PM UTC

    The services have been restored and the platform has stabilized. Engineering is assessing any clean up that may be required due to the incident. If you are using the Associate App in offline mode, you can switch back to online mode. We are currently monitoring the issue and will provide another update once we have confirmed there is no reoccurrence of the issue.

  5. monitoring Mar 04, 2026, 02:16 PM UTC

    We are continuing to monitor for any further issues.

  6. monitoring Mar 04, 2026, 02:33 PM UTC

    The services have been restored and the platform has stabilized. Our team will continue to work on replaying any missing events. We will update this page once completed.

  7. resolved Mar 04, 2026, 04:03 PM UTC

    The incident is now resolved and all affected NewStore services have been fully restored at this point. All missing events have now been replayed. If you notice any missed events there were not replayed please let us know.

  8. postmortem Mar 19, 2026, 11:54 AM UTC

    The Post Incident Report for this outage is available in the NewStore Trust Center at [https://app.vanta.com/newstore.com/trust/vdn23a45ze06nf74xky1jd/resources?s=y2iahh08afazr74mdyzv4&name=pir-204355-platform-outage-mar-4-2026-.pdf](https://app.vanta.com/newstore.com/trust/vdn23a45ze06nf74xky1jd/resources?s=y2iahh08afazr74mdyzv4&name=pir-204355-platform-outage-mar-4-2026-.pdf) Please register as a user for the NewStore Trust Center to get access to the document.

Read the full incident report →

Major February 26, 2026

NOM Access Outage

Detected by Pingoru
Feb 26, 2026, 09:47 AM UTC
Resolved
Feb 26, 2026, 11:23 AM UTC
Duration
1h 36m
Affected: NewStore PlatformOmnichannel Manager
Timeline · 3 updates
  1. investigating Feb 26, 2026, 09:47 AM UTC

    We are currently investigating an issue where the NOM page is not loading and displays a blank screen. This impacts all environments, including Production, Staging, and Sandbox. The Associate App is not affected. We apologize for the inconvenience and will provide further updates here as soon as they become available.

  2. monitoring Feb 26, 2026, 10:05 AM UTC

    We have implemented a fix for the issue affecting access to NOM. The page is now loading as expected across all environments. We are currently monitoring the system to ensure continued stability. We will provide a final update once monitoring is complete.

  3. resolved Feb 26, 2026, 11:23 AM UTC

    The issue affecting access to NOM has been resolved. The system has remained stable across all environments and we are no longer observing any related issues. We will continue to monitor as part of normal operations.

Read the full incident report →

Notice February 19, 2026

Receipt Printing Service Degradation

Detected by Pingoru
Feb 19, 2026, 08:45 AM UTC
Resolved
Feb 19, 2026, 09:45 AM UTC
Duration
1h
Timeline · 1 update
  1. resolved Feb 19, 2026, 10:54 AM UTC

    Earlier today, between 09:45 AM and 09:55 AM UTC, we experienced an issue impacting receipt printing. The root cause was identified and addressed promptly, and a fix has been successfully implemented. All previously failed receipts have now been processed, and receipt printing functionality is operating as expected. We are actively monitoring the platform to ensure continued stability. At this time, the issue is fully resolved. If you experience any further problems or have any questions, please reach out to NewStore Support.

Read the full incident report →

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