Rebuy Outage History

Started Sep 01, 2026, 03:34 PM UTC· resolved Sep 01, 2026, 03:50 PM UTC

1. investigating Sep 01, 2026, 03:34 PM UTC

   We are currently investigating issues with navigating within the Rebuy admin portal. All on-site functionality remains in-tact at this time.

2. monitoring Sep 01, 2026, 03:43 PM UTC

   A fix has been implemented and the navigation issues appear to have been resolved. We are testing and monitoring to confirm there is no further impact.

3. resolved Sep 01, 2026, 03:50 PM UTC

   All reported navigation issues have been resolved at this time.

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Started Jul 24, 2026, 07:06 AM UTC· resolved Jul 24, 2026, 08:35 AM UTC

1. investigating Jul 24, 2026, 07:06 AM UTC

   We are currently investigating an issue with users unable to access the admin console. All on-site functionality remains functional.

2. investigating Jul 24, 2026, 07:59 AM UTC

   We are continuing to investigate this issue.

3. investigating Jul 24, 2026, 08:20 AM UTC

   We're continuing to investigate the admin portal access issues. We've also identified that post-purchase offers are not rendering correctly for some shops. Our team is actively investigating this as well and will share updates as we learn more.

4. identified Jul 24, 2026, 08:25 AM UTC

   The issue has been identified and a fix is being implemented.

5. monitoring Jul 24, 2026, 08:29 AM UTC

   A fix has been implemented. We're now seeing admin access restored and post-purchase offers rendering correctly on the impacted sites we're aware of. We are monitoring to ensure stability at this time.

6. resolved Jul 24, 2026, 08:35 AM UTC

   All tests are showing positive results and we're confirming these issues as resolved at this time. We'll continue investigating root cause and will follow up with a post mortem once that's complete.

7. postmortem Jul 24, 2026, 04:19 PM UTC

   **What happened:** On July 24, between approximately 2:35 AM and 4:28 AM ET, our admin portal was briefly unavailable, and Post-Purchase Offers were not rendering for merchants using that feature. This occurred overnight during routine system maintenance. Your storefront, checkout, and all on-site widgets and recommendations continued to function normally throughout this window. This was limited to the admin portal and the post-purchase offer surface. ‌ **Root cause:** As part of our regular maintenance, we periodically clean up older, unused versions of our internal software to keep things running efficiently. During one of these routine cleanups, the process referenced a slightly outdated snapshot of what was currently live, rather than the most up to date version. This led it to retain an older version instead of the current one. Because the affected systems continued running on cached versions in the meantime, there was no immediate impact. The issue only became visible several hours later, when those systems cycled as part of normal operations. Resolution Once identified, our team restored service by rolling back to the last known good version, resolving the issue. We then re-released the current version to fully close things out and proactively checked our other internal systems to confirm everything else was running as expected. **What we're doing to prevent this from happening again:** * Updating our cleanup process to always reference the live, running version in real time, rather than a snapshot taken earlier. We've already tested this improvement successfully. * Adding earlier automated alerting so our team can catch and resolve this type of issue even faster in the future. * Continuing to strengthen our internal tooling so routine maintenance like this is even more reliable going forward.

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Started Jul 22, 2026, 11:30 PM UTC· resolved Jul 22, 2026, 11:53 PM UTC

1. investigating Jul 22, 2026, 11:30 PM UTC

   We are currently investigating an issue with users unable to access the admin console. All on-site functionality remains functional.

2. monitoring Jul 22, 2026, 11:46 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Jul 22, 2026, 11:53 PM UTC

   The incident has been resolved. We will review logs and prepare a post mortem once we have the appropriate details.

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Started Jul 14, 2026, 05:21 PM UTC· resolved Jul 14, 2026, 05:49 PM UTC

1. investigating Jul 14, 2026, 05:21 PM UTC

   We're aware some merchants are experiencing an issue where merchandising widgets and bundle builders aren't rendering on their storefronts. Our team is actively investigating and working toward a fix. This issue is not affecting all merchants, and we'll share an update as soon as we have more information.

2. investigating Jul 14, 2026, 05:31 PM UTC

   We're still actively investigating the widget loading issue affecting some merchant sites. Our team has identified a likely contributing factor and are focusing on that now.

3. monitoring Jul 14, 2026, 05:43 PM UTC

   A fix has been implemented for the widget loading issue. The sites that were previously reporting errors are no longer seeing them, and widgets and bundle builders are rendering as expected. Our team continues to test to verify stability.

4. resolved Jul 14, 2026, 05:49 PM UTC

   All issues have been resolved at this time. Widgets and bundle builders across affected sites are rendering normally. Our team is investigating the root cause and will post an update as soon as it's available.

5. postmortem Jul 15, 2026, 03:19 PM UTC

   **What happened** On July 14, a routine update to how one of our systems retrieves product information caused a rendering issue for storefront widgets on a subset of merchant sites. If your account uses widgets with tag-based rules, such as cross-sell recommendations or Bundle Builder, you may have noticed widgets not loading, or products disappearing after the page loaded. This issue did not affect checkout, admin, or any non-widget parts of your storefront. **Root cause** Product tag data is stored in two different formats behind the scenes, a legacy format and a newer one, depending on when and how a shop's product catalog was originally set up. The update changed the path our system used to retrieve that data for widgets, and that path did not convert the newer format into the format our widget code expects. On accounts where product tags were stored in the newer format, the widget code could not process the data correctly, which caused the rendering issues described above. **Resolution** We reverted the update, which restored normal widget rendering about 30 minutes after the issue began. Because some widget data is temporarily cached for performance, a small number of accounts continued to see stale results until that cache cleared. We proactively refreshed the cache across all affected accounts. **What we're doing to prevent this from happening again** * Restoring the missing data conversion step and adding an automated test that checks both retrieval paths always return matching, correctly formatted data before any future release can go out. * Building a faster internal tool to refresh cached widget data across accounts, so if a similar issue ever occurs again, we can resolve the residual impact more quickly. * Reconciling the two underlying tag data formats into a single consistent format, to remove this class of issue at the source rather than only guarding against it downstream.

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Started Jul 07, 2026, 10:30 PM UTC· resolved Jul 07, 2026, 11:20 PM UTC

1. investigating Jul 07, 2026, 10:30 PM UTC

   We're aware that some merchants using non-legacy Smart Cart are experiencing loading issues and the native cart is loading instead. Our team is actively investigating the cause and working on a fix. We'll share an update as soon as we know more.

2. investigating Jul 07, 2026, 11:00 PM UTC

   We are continuing to investigate this issue.

3. monitoring Jul 07, 2026, 11:11 PM UTC

   Error rates have dropped and Smart Cart loading appears to be functioning normally again. We're monitoring for for stability.

4. resolved Jul 07, 2026, 11:20 PM UTC

   This incident is now closed. The loading issue affecting non-legacy Smart Cart has been resolved, and we've confirmed stability over the monitoring period. If you continue to see any issues, please reach out and we'll take a look right away.

5. postmortem Jul 14, 2026, 05:55 PM UTC

   **Incident Date:** July 7, 2026 **Duration:** Approximately 45 minutes **Status:** Resolved ## Summary On July 7, a routine script update briefly caused Smart Cart to fail to open for a portion of shoppers on some stores. The issue was regional and intermittent rather than a full outage, and normal service was restored within about 45 minutes. ## What Happened During a routine deploy, a small subset of shoppers loaded a mismatched pair of script files depending on their location and timing. This caused the cart to not initialize for them. Once identified, we rolled back the change and confirmed carts were opening normally again. ## Resolution We shipped a safeguard the next day to prevent this specific scenario from affecting shoppers going forward, and we're rolling out a longer-term update to how these files are versioned to close this out completely.

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Started May 18, 2026, 07:10 PM UTC· resolved May 18, 2026, 07:29 PM UTC

1. investigating May 18, 2026, 07:10 PM UTC

   Rebuy is currently experiencing issues affecting admin and on-site functionality. Our team is aware and actively working on a resolution.

2. identified May 18, 2026, 07:16 PM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring May 18, 2026, 07:20 PM UTC

   A fix has been implemented and we are seeing on-site and admin functionality return to normal. The team continues to monitor.

4. resolved May 18, 2026, 07:29 PM UTC

   The issue has been resolved. We will be investigating the root cause and sharing a post-mortem once our review is complete.

5. postmortem May 20, 2026, 03:05 PM UTC

   **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.

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Started May 11, 2026, 03:30 PM UTC· resolved May 11, 2026, 06:30 PM UTC

1. resolved May 12, 2026, 05:10 PM UTC

   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.

2. postmortem May 12, 2026, 07:14 PM UTC

   On May 11, 2026, a Rebuy Storefront SDK update introduced an issue that prevented the native Shopify cart icon from opening the cart drawer on storefronts where Smart Cart V2 was not active. The issue was present from 9:36 AM EDT and identified at 12:32 PM EDT. A fix was deployed by 12:50 PM EDT and full functionality was confirmed restored shortly after. Total time from identification to resolution was approximately 18 minutes. We apologize for any disruption this caused to your shoppers and are taking steps to prevent recurrence.

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Started Apr 22, 2026, 04:53 PM UTC· resolved Apr 22, 2026, 05:18 PM UTC

1. investigating Apr 22, 2026, 04:53 PM UTC

   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.

2. investigating Apr 22, 2026, 05:02 PM UTC

   Our team continues to investigate. Current findings suggest the impact may vary by region.

3. monitoring Apr 22, 2026, 05:06 PM UTC

   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.

4. resolved Apr 22, 2026, 05:18 PM UTC

   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.

5. postmortem Apr 22, 2026, 07:19 PM UTC

   **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.

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Started Mar 18, 2026, 04:43 PM UTC· resolved Mar 18, 2026, 05:16 PM UTC

1. investigating Mar 18, 2026, 04:43 PM UTC

   We are currently investigating not being able to access Rebuy Admin.

2. investigating Mar 18, 2026, 05:00 PM UTC

   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.

3. monitoring Mar 18, 2026, 05:08 PM UTC

   The issue has been identified, and a fix has been implemented.

4. resolved Mar 18, 2026, 05:16 PM UTC

   This incident has been resolved.

5. postmortem Mar 18, 2026, 08:24 PM UTC

   **What happened** On March 18, 2026, between approximately 12:25 PM and 1:05 PM ET, merchants experienced an inability to access the Rebuy Admin dashboard. Post-purchase flows, Smart Cart, and Rebuy Monetize offers were also unavailable during this window. All on-site storefront functionality remained fully operational throughout the incident. **Duration** Approximately 30-40 minutes. **Impact** Merchants were unable to access the Rebuy Admin interface or manage active offer flows during the incident window. No data was lost or compromised. **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.

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Started Mar 05, 2026, 10:15 PM UTC· resolved Mar 05, 2026, 10:42 PM UTC

1. investigating Mar 05, 2026, 10:15 PM UTC

   We are currently investigating legacy carts not rendering, widgets, and data sources.

2. identified Mar 05, 2026, 10:16 PM UTC

   The issue has been identified and a fix is being implemented.

3. identified Mar 05, 2026, 10:21 PM UTC

   The issue has been identified and a fix is being implemented.

4. monitoring Mar 05, 2026, 10:32 PM UTC

   A fix has been implemented, and we are monitoring results.

5. resolved Mar 05, 2026, 10:42 PM UTC

   This incident has been resolved, and everything is back to operational.

6. postmortem Mar 06, 2026, 03:38 PM UTC

   **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.

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Started Feb 24, 2026, 08:00 PM UTC· resolved Feb 25, 2026, 03:05 PM UTC

1. resolved Mar 04, 2026, 06:49 PM UTC

   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.

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Started Feb 18, 2026, 06:15 PM UTC· resolved Feb 18, 2026, 07:05 PM UTC

1. investigating Feb 18, 2026, 06:15 PM UTC

   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!

2. identified Feb 18, 2026, 06:32 PM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Feb 18, 2026, 06:49 PM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Feb 18, 2026, 07:05 PM UTC

   All tests are showing positive results. This issue has been resolved.

5. postmortem Feb 19, 2026, 06:23 PM UTC

   **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.

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Started Jan 06, 2026, 09:00 PM UTC· resolved Jan 06, 2026, 09:06 PM UTC

1. resolved Jan 06, 2026, 09:40 PM UTC

   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.

2. postmortem Jan 08, 2026, 08:09 PM UTC

   **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.

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Started Dec 19, 2025, 11:00 AM UTC· resolved Dec 19, 2025, 11:00 AM UTC

1. resolved Dec 22, 2025, 05:12 PM UTC

   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.

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Started Dec 05, 2025, 09:00 AM UTC· resolved Dec 05, 2025, 09:15 AM UTC

1. resolved Dec 05, 2025, 03:47 PM UTC

   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

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Started Nov 18, 2025, 12:00 PM UTC· resolved Nov 18, 2025, 01:56 PM UTC

1. investigating Nov 18, 2025, 12:32 PM UTC

   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.

2. investigating Nov 18, 2025, 12:47 PM UTC

   We are still encountering intermittent errors. The team continues the investigation and remediation efforts.

3. identified Nov 18, 2025, 01:12 PM UTC

   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.

4. monitoring Nov 18, 2025, 01:15 PM UTC

   They have implemented the fix and we are now seeing pre-outage performance return. We are monitoring for further updates.

5. monitoring Nov 18, 2025, 01:18 PM UTC

   The cloud provider has identified the issue and restored service. All systems are operational. Continuing to monitor.

6. resolved Nov 18, 2025, 01:56 PM UTC

   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.

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Started Oct 27, 2025, 05:49 PM UTC· resolved Oct 27, 2025, 05:57 PM UTC

1. identified Oct 27, 2025, 05:49 PM UTC

   Some customers are seeing issues concerning Smart Cart not loading properly. Our team is aware and working on a solution.

2. monitoring Oct 27, 2025, 05:52 PM UTC

   A fix has been implemented and the errors have subsided. We are monitoring for any further issues.

3. resolved Oct 27, 2025, 05:57 PM UTC

   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.

4. postmortem Oct 28, 2025, 07:40 PM UTC

   **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.

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Started Oct 16, 2025, 04:33 PM UTC· resolved Oct 16, 2025, 07:45 PM UTC

1. investigating Oct 16, 2025, 04:33 PM UTC

   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.

2. monitoring Oct 16, 2025, 06:13 PM UTC

   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.

3. monitoring Oct 16, 2025, 07:17 PM UTC

   We are continuing to monitor for any further issues. None have been reported or uncovered through testing at this time.

4. resolved Oct 16, 2025, 07:45 PM UTC

   The incident has been resolved. Our team will document the root cause and share the findings in this incident once available.

5. postmortem Oct 17, 2025, 02:10 PM UTC

   **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.

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Started Oct 15, 2025, 04:41 PM UTC· resolved Oct 15, 2025, 04:57 PM UTC

1. investigating Oct 15, 2025, 04:41 PM UTC

   We are currently experiencing some technical difficulties. The team is aware and investigating.

2. identified Oct 15, 2025, 04:46 PM UTC

   The team believes that they have uncovered the issue and are currently taking steps to resolve.

3. monitoring Oct 15, 2025, 04:51 PM UTC

   A fix has been implemented and we are starting to see issues resolving. We are monitoring to ensure stability.

4. resolved Oct 15, 2025, 04:57 PM UTC

   The incident has been resolved. Our team will investigate the root cause and share the findings in this incident once available.

5. postmortem Oct 16, 2025, 07:03 PM UTC

   **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.

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Started Oct 10, 2025, 07:00 PM UTC· resolved Oct 12, 2025, 04:00 PM UTC

1. resolved Oct 12, 2025, 05:43 PM UTC

   At the end of last week, we began seeing a double add-to-cart issue where items were being added in a quantity of two instead of one. This behavior was triggered by a recent Shopify theme update that introduced an unexpected conflict with Rebuy’s Smart Cart code. The update affected how Rebuy’s standard logic executes, causing a short delay that allowed duplicate add-to-cart events. Rebuy was not made aware of the theme update or its potential impact in advance. We’re actively working with Shopify to identify where the communication gap occurred and ensure better visibility into future theme-related changes. On Saturday, our development team implemented a code update to resolve the duplicate add-to-cart behavior. While that patch corrected the quantity issue, it introduced a secondary effect that temporarily prevented Smart Cart from opening when the cart icon was clicked. A follow-up fix was deployed on Sunday to address that secondary issue. Both issues are now fully resolved: - Items are no longer being added to the cart in duplicate. - Smart Cart opens and functions as expected when the cart icon is clicked. We sincerely apologize for the disruption this caused and appreciate everyone’s patience as we worked through it. If you notice any continued irregularities with Smart Cart or cart behavior, please reach out to our team so we can investigate right away.

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Started Oct 07, 2025, 07:19 PM UTC· resolved Oct 07, 2025, 07:34 PM UTC

1. investigating Oct 07, 2025, 07:19 PM UTC

   Our team has noticed an increase in errors within the Rebuy administrative portal and is currently investigating the issue. All on-site functionality remains unaffected. Further updates will be provided shortly.

2. investigating Oct 07, 2025, 07:19 PM UTC

   We are continuing to investigate this issue.

3. monitoring Oct 07, 2025, 07:24 PM UTC

   The issue has been resolved with an implemented fix. We are actively monitoring and testing to ensure everything is functioning correctly. Note: We had some reports of errors on-site after the initial outage message was sent.

4. monitoring Oct 07, 2025, 07:28 PM UTC

   All errors have been resolved, and testing has been successful. The team is continuing to monitor the situation to ensure ongoing stability.

5. resolved Oct 07, 2025, 07:34 PM UTC

   The incident has been resolved. Our team will investigate the root cause and share the findings in this incident once available.

6. postmortem Oct 08, 2025, 03:00 PM UTC

   **Incident Summary:** On October 7, 2025, a code release to production caused a temporary impact to the admin portal and some storefront functionality between 3:10 PM and 3:20 PM EST. The issue was quickly identified and resolved, and service was restored shortly after. **Root Cause:** The incident was caused by a missing PHP extension in the production release, which was not identified during pre-deployment testing. **Preventive Measures:** To prevent recurrence, we have: * Enhanced testing procedures in staging before releases. * Added additional checks to ensure all components are included to verify this error doesn't appear in future deployments.

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Started Aug 29, 2025, 05:39 PM UTC· resolved Aug 29, 2025, 06:19 PM UTC

1. resolved Aug 29, 2025, 05:39 PM UTC

   This incident has been resolved. Rebuy's storefront functionality experienced an outage lasting approximately 40 minutes, which was traced to an issue with our Cloudflare integration. Upon identification of the root cause, immediate corrective actions were taken, resulting in the swift restoration of all affected services.

2. postmortem Sep 02, 2025, 05:56 PM UTC

   **Incident Summary:** Our platform experienced a temporary outage that impacted checkout and cart functionality. This disruption prevented some transactions from completing. Service was restored immediately after updating our Cloudflare account, and all systems have remained stable since. ‌ **Root Cause:** The outage was triggered by an unexpected enforcement for a policy on our Cloudflare service. This enforcement led to a sudden suspension, and no advance notice was provided. Once the account was updated, services returned to normal. ‌ **Preventive Measures:** To prevent recurrence, we have: * Confirmed that our services and expectations are aligned properly with Cloudflare so that there is no future issues. * Engaged Cloudflare directly to improve escalation paths and notification processes for any future account-related issues.

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Started Jul 10, 2025, 07:32 PM UTC· resolved Jul 10, 2025, 09:39 PM UTC

1. investigating Jul 10, 2025, 07:32 PM UTC

   Some users are experiencing errors when attempting to access certain Rebuy Admin pages. Our team is aware and actively investigating the cause. Rebuy storefront features remain fully operational.

2. investigating Jul 10, 2025, 08:54 PM UTC

   Access to Rebuy Admin pages remains blocked, our team is continuing to investigate the root cause. We’re working to restore access as quickly as possible and more information will follow. Store front features remain operational, only Rebuy Admin is impacted.

3. resolved Jul 10, 2025, 09:39 PM UTC

   Rebuy Admin is fully operational.

4. postmortem Jul 15, 2025, 04:40 PM UTC

   **Incident Summary:** Certain admin frontend pages were inaccessible to merchants attempting to edit, create, or modify specific Rebuy features. This disruption impacted the ability of merchants to manage their accounts effectively. However, there was no impact to on-site functionality so all existing features were working as intended. **Root Cause:** The issue was caused by a manual IP address mapping between the Admin.nextjs service and the RebuyEngine monolith service, which was initially implemented for a past requirement. As cloud services have since evolved, this workaround was no longer necessary and caused the issue during a routine event. After removing the manual IP mapping, the services returned to normal operation. **Resolution:** The manual IP address mappings were removed, and services resumed normal functionality. **Preventive Measures:** To prevent this incident from recurring, we have thoroughly reviewed and scrubbed our codebase, ensuring that there are no remaining instances of manual IP address mappings in other parts of the system.

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Started Jun 18, 2025, 06:13 PM UTC· resolved Jun 18, 2025, 06:35 PM UTC

1. investigating Jun 18, 2025, 06:13 PM UTC

   We’re currently looking into an issue where changes made in the admin are showing an error, even though they’ve been successfully saved. In the meantime, simply refresh the page, and you should see the changes you made. We're actively working on fixing the inaccurate error message. Thanks for your patience!

2. monitoring Jun 18, 2025, 06:32 PM UTC

   We've identified the issue and implemented a fix to reduce its impact.

3. resolved Jun 18, 2025, 06:35 PM UTC

   The issue has been resolved at this time. Apologies for the inconvenience!

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Started Jun 12, 2025, 06:28 PM UTC· resolved Jun 12, 2025, 09:50 PM UTC

1. investigating Jun 12, 2025, 06:28 PM UTC

   Rebuy services are currently degraded due to an incident with Google Cloud Services that we are reliant on to function properly. Our teams are monitoring the situation closely and will begin testing and validating Rebuy services as soon as the Google Cloud Services interruption is resolved.

2. monitoring Jun 12, 2025, 07:01 PM UTC

   We're seeing that some Google Cloud Services are beginning to respond again but they are intermittent, not at full capacity. Our teams are actively tracking the changes so that Rebuy services can be restored as quickly as possible.

3. monitoring Jun 12, 2025, 07:51 PM UTC

   Google Cloud Service is still working to restore full service to users. We're continuing to monitor our systems and preparing health checks to run once that service is restored. https://status.cloud.google.com/

4. monitoring Jun 12, 2025, 08:28 PM UTC

   We're seeing improvements in Google Cloud Services and as a result, Rebuy services are beginning to come back online also. We're still actively monitoring as neither Google Cloud Services nor Rebuy by extension are back to 100% yet, but moving in a positive direction.

5. monitoring Jun 12, 2025, 08:46 PM UTC

   Services are looking much better currently. We're seeing Rebuy services restored across many store fronts and Rebuy Admin is able to be accessed again. Continuing to monitor all services for any further interruptions from Google Cloud.

6. monitoring Jun 12, 2025, 09:16 PM UTC

   We are seeing Rebuy services continuing to be restored and Rebuy Admin is accessible. Continuing to monitor all services for any further interruptions from Google Cloud.

7. monitoring Jun 12, 2025, 09:27 PM UTC

   Rebuy services are restored across storefronts. We are continuing to monitor all services.

8. resolved Jun 12, 2025, 09:50 PM UTC

   Rebuy is fully operational again.

9. postmortem Jun 13, 2025, 01:10 PM UTC

   [**GCP Outage Summary**](https://status.cloud.google.com/incidents/ow5i3PPK96RduMcb1SsW) **What Happened:** The disruption stemmed from an invalid automated quota update in GCP's API management system, leading to increased 503 errors across multiple services. While most regions recovered within two hours, some areas experienced longer recovery times due to infrastructure overloads. **Impact on Our Services:** As a GCP customer, we were directly affected by this incident. Many of our services experienced intermittent access issues during the outage window. We understand the inconvenience this may have caused and appreciate your patience as we worked through the disruptions. **Current Status:** All affected services have been fully restored, and normal operations have resumed.

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