[Engage] Issues with Abandoned Cart, Revenue Overview Dashboard and Automation Performance Dashboard

Update timeline

1. identified Sep 02, 2026, 06:58 AM UTC

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

2. resolved Sep 02, 2026, 08:15 AM UTC

   This incident has been resolved.

3. postmortem Sep 03, 2026, 07:42 AM UTC

   # **Incident report** ## **Summary** On September 1, an issue with an underlying service used by Voyado caused parts of the platform to stop working as expected. The issue affected Abandoned Cart, the Revenue Overview Dashboard, new Analytics reports, and the Automation Overview Dashboard for all tenants using these features. We identified the cause and implemented a fix that restored the affected functionality. ## **Customer impact** During the incident, customers using the affected features experienced errors or were unable to access the expected information. The following features were affected: * Abandoned Cart * Revenue Overview Dashboard * New Analytics reports * Automation Overview Dashboard No customer data was lost, modified, or exposed as a result of the incident. ## **Root Cause** The incident was caused by a change made to an underlying service that Voyado uses to retrieve information for these features. The change altered what information was available to Voyado. This prevented the affected features from retrieving the information they needed to operate correctly. ## **Mitigation** Once we identified the cause, we adjusted our service to work with the change and restored the affected functionality. We also added safeguards to better handle this type of situation should it occur again. ## **Next steps** We are reviewing how we use the underlying service to make the affected functionality less sensitive to similar changes in the future. We are also improving our monitoring so that failures affecting these features can be detected and addressed more quickly.