Rebuy Outage History

**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.

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.

**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.

**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.

**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.

**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.

**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.