Rivo incident
Shopify Developer Platform Bug – Checkout Extensions Removed
Rivo experienced a major incident on September 19, 2025, lasting 7h. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Sep 19, 2025, 04:09 PM UTC
On the morning of September 19, 2025, Shopify’s automatic migration to their new developer platform introduced a bug that automatically deleted checkout extensions with names exceeding a character limit. This deletion occurred without notice or Rivo intervention. This was not triggered by any deployment or changes from Rivo’s side. We’re investigating further and resolving..
- identified Sep 19, 2025, 05:32 PM UTC
We’ve confirmed that a Shopify platform bug during their developer migration caused several checkout extensions to be automatically deleted. Impacted extensions include reward redemption, potential points earned, and Rewards automations by VIP Tier. Our team is actively re-enabling these extensions for affected merchants.
- monitoring Sep 19, 2025, 08:33 PM UTC
Rivo checkout extensions that we're removed by Shopify are being re-enabled across affected merchants. Your Rivo loyalty program has remained fully functional throughout, customers have continued earning points, redeeming rewards, and engaging as normal. The only impact was to specific checkout redemption methods (Reward Redemption, Potential Points Earned display, and VIP Tier automations), which may have been removed and require re-adding. We're monitoring closely to ensure all affected accounts are restored and stable. Shopify is also addressing the root cause on their side to prevent recurrence.
- resolved Sep 19, 2025, 11:10 PM UTC
The checkout extensions that were removed by Shopify’s platform migration bug have now been fully restored. Impacted extensions included Reward Redemption, Potential Points Earned display, and VIP Tier reward automations. The Rivo platform fully functional throughout this incident, customers continued earning points, redeeming rewards, and engaging as normal. The only impact was to some checkout redemption methods, which Shopify has now restored. Thank you for your patience while we worked through this.
- postmortem Sep 19, 2025, 11:11 PM UTC
### **What happened?** On September 19, 2025, [Shopify’s migration to their new developer platform](https://shopify.dev/changelog/next-gen-dev-platform-ga) introduced a bug that deleted Rivo checkout extensions with names exceeding a character limit. This was not caused by any Rivo deployment, and the Rivo loyalty platform itself remained fully functional during this incident. Customers continued earning and redeeming rewards as normal. The only impact was to checkout redemption methods, including Reward Redemption, Potential Points Earned display, and VIP Tier automations, which were temporarily removed from checkout until restored. The incident was detected early in the morning and declared a P0 incident internally. Customer Success and Engineering teams worked quickly to re-enable extensions for merchants. By early afternoon, communications were sent out to merchants and functionality had been fully restored and stability confirmed. ### **What’s Next?** To prevent recurrence we’ve implemented internal tracking of 24-hour usage for every checkout extension. This monitoring allows us to instantly identify which merchants rely on specific extensions and respond faster if a similar Shopify issue occurs. We’re also adding automated alerts for sudden drops in extension usage and engaging Shopify for improved communication.