Duration: 44 minutes

Affected Components: External Services, Authentication Service

Jul 30, 05:04:00 GMT+0
Identified - We would like to inform you that we are currently experiencing a drop in OTP delivery success due to an issue with one of our downstream OTP and SMS service providers. As a result, a small subset of customers may experience delays or failures in receiving their login OTPs. Our team has identified the issue and is working with the provider to resolve it within the next 10–15 minutes. To minimize impact, we have enabled the Shopify checkout fallback..

Jul 30, 05:42:00 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Jul 30, 05:48:29 GMT+0
Resolved - This incident has been resolved..

Duration: 58 minutes

Affected Components: Authentication Service, External Services

Jul 24, 06:10:07 GMT+0
Identified - We are seeing a drop in OTP delivery success caused by an issue with one of our downstream OTP and SMS providers. Some customers may experience delays or failures receiving login OTPs. We have identified the downstream provider as the source and are actively working with them on a resolution. Retrying after a short wait will often succeed. We will post an update as soon as the situation improves..

Jul 24, 07:03:09 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Jul 24, 07:08:00 GMT+0
Resolved - OTP delivery has been restored and sign-in is working normally again. We have applied a fix and confirmed that OTP success rates are back to expected levels. We will keep monitoring closely over the next little while. Thank you for your patience..

Duration: 2 hours and 7 minutes

Affected Components: External Services, Authentication Service

Jul 23, 07:45:00 GMT+0
Identified - We are seeing a drop in OTP delivery success caused by an issue with one of our downstream OTP and SMS providers. Some customers may experience delays or failures receiving login OTPs. We have identified the downstream provider as the source and are actively working with them on a resolution. Retrying after a short wait will often succeed. We will post an update as soon as the situation improves..

Jul 23, 09:52:00 GMT+0
Resolved - OTP delivery has been restored and sign-in is working normally again. We have applied a fix and confirmed that OTP success rates are back to expected levels. We will keep monitoring closely over the next little while. Thank you for your patience..

Affected Components: Third Party: Shopify → Shopify Admin, Third Party: Shopify → Shopify API & Mobile

Jun 24, 11:36:19 GMT+0
Resolved - This incident is resolved. Shopify's API has recovered and is responding normally again. This was an issue on Shopify's side, not a Shopflo issue. Shopflo's services — checkout, payments, and order placement — remained fully operational throughout. All orders placed while Shopify's API was returning 502 errors were safely queued and have now been automatically retried and placed successfully, so no orders were lost. Everything is running normally. Thank you for your patience..

Duration: 1 hour and 12 minutes

Affected Components: Shopify Service, Third Party: Shopify → Shopify Admin, Third Party: Shopify → Shopify API & Mobile

Jun 3, 13:22:15 GMT+0
Investigating - The disruption is confirmed to originate from a Shopify platform outage affecting order creation APIs. This is an upstream issue outside Shopflo infrastructure. Shopflo checkout sessions are loading, but final order placement cannot complete until Shopify restores service. We are tracking Shopify's status and will update as their systems recover..

Jun 3, 14:01:00 GMT+0
Resolved - Shopify's order creation APIs have fully recovered and order placement is operating normally. All prepaid orders queued during the outage have been placed automatically via retries, and COD checkout is completing reliably. This incident is now resolved..

Jun 3, 13:51:50 GMT+0
Identified - This disruption originates from a Shopify platform outage affecting order creation, an upstream issue outside Shopflo infrastructure. Prepaid orders: Payments are being captured successfully. These orders are queued and will be placed automatically through retries once Shopify restores service. No action is needed from customers, and no payment will be lost. COD orders: Checkout is working intermittently. Some COD orders are placing successfully while others are failing during the outage window. Customers who hit an error can retry, and placement should improve as Shopify service stabilizes. We are tracking Shopify’s status and will update as their systems recover..

Duration: 13 minutes

Affected Components: Authentication Service, External Services

May 13, 19:17:04 GMT+0
Identified - We have identified the root cause and pushed a fix. The deployment is in progress and is expected to complete within the next \~10 minutes. We will share another update once the fix is live and OTP delivery has fully recovered. Thank you for your patience..

May 13, 19:17:04 GMT+0
Investigating - We are currently investigating an issue with our upstream Captcha provider that is impacting OTP delivery for new sign-ups and logins. As a result, some users may be unable to receive OTPs or complete authentication. Our team is actively engaged with the provider and working to mitigate impact. We will share an update as soon as we have more information..

May 13, 19:30:05 GMT+0
Resolved - The fix has been deployed and OTP delivery has fully recovered. Authentication is now operating normally. We apologise for the inconvenience caused and thank you for your patience..

Duration: 2 hours and 7 minutes

Affected Components: Authentication Service, Catalog Service, Checkout Service

Apr 30, 21:49:36 GMT+0
Identified - A scheduled minor-version database engine upgrade — initiated automatically during our cloud provider's maintenance window — entered a degraded state on three of our production databases, affecting merchant login, product catalog, and billing/settlement APIs. Our cloud provider's engineering team has been engaged via a Severity 1 case and is working on resolving the underlying upgrade state. In parallel, we have applied a configuration mitigation that has reduced the failure rate, and are bringing replacement databases online from point-in-time backups to fully restore service. Impact: - Merchant login (dashboard): intermittent failures and retries - Product catalog & storefront product data: intermittent slow / failed responses - Checkout: secondary impact when login or catalog is affected We expect recovery within 30–60 minutes. The next update will be posted in 20 minutes..

Apr 30, 23:53:02 GMT+0
Monitoring - Update: the checkout flow is back online. We have migrated merchant login, product catalog, and checkout services to replacement databases brought up from point-in-time backups, and these services are now operational. Most merchants should see checkout behaviour returning to normal. The remaining background services (settlements, loyalty, communications) are being brought online over the next few minutes. Our cloud provider's engineering team is continuing to investigate the original upgrade state separately; that work is no longer on the customer-facing path. We're keeping this incident open while we monitor for stability. We will post a final resolution update once we have confirmed clean behaviour across all services..

Apr 30, 23:56:26 GMT+0
Resolved - Quick update on impact: throughout the disruption, **our automatic checkout fallback system routed buyer traffic to the underlying Shopify checkout**, ensuring buyers **were able to continue placing orders**. Some Shopflo-specific checkout features (upsells, loyalty point redemption at checkout, custom shipping logic) were unavailable during the fallback window, but **the core transaction flow remained operational throughout**..

Duration: 43 minutes

Affected Components: Checkout Service

Mar 14, 07:26:56 GMT+0
Investigating - We are currently addressing a degradation in database performance and are restarting the database on an upgraded version to improve overall stability and performance. During this maintenance window, the checkout service may experience temporary degradation for a couple of minutes. To minimize impact, checkouts during this period will fall back to a redirection to Shopify Checkout. Our team is actively managing this process and we expect normal performance to resume shortly. Further updates will be shared as progress continues..

Mar 14, 07:50:47 GMT+0
Monitoring - **Update: Database upgrade and restart completed** The database upgrade and restart process have been successfully completed, and checkout is now fully functional. Services have been restored and are operating normally. Our team is continuing to monitor performance closely to ensure stability following the upgrade..

Mar 14, 08:10:15 GMT+0
Resolved - **Resolved: Checkout systems stable following database upgrade** The database upgrade and restart process were completed successfully, and checkout systems have been fully operational since **1:20 PM**. We have continued monitoring the database and overall checkout performance for some time following the maintenance, and all systems are looking stable. With services functioning normally, we are now marking this incident as resolved..

Duration: 1 hour and 14 minutes

Affected Components: Discount Service

Feb 10, 11:30:00 GMT+0
Investigating - We are currently investigating an issue where **discounts are not being applied correctly** during checkout for users. Other checkout functionalities continue to work as expected..

Feb 10, 12:39:17 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Feb 10, 12:44:00 GMT+0
Resolved - This incident has been resolved..

Feb 10, 13:33:47 GMT+0
Postmortem - ## **Postmortem: Discounts Temporarily Unavailable** ### **Incident Summary** On 10th Feb 2026 5:01pm, discounts were temporarily unavailable during checkout. This action was taken **to prevent a cascading impact on checkout and dependent services** after an internal issue was detected in the discounts system. Disabling discounts ensured that checkout and other critical services continued to operate reliably without broader service disruption ### **Customer Impact** * Discount codes could not be applied for a limited period of time * Checkout continued to work normally without discounts * No orders failed or were lost during this window ### **What Happened** A **database index used by the discounts system became corrupted**, which caused discount evaluations to fail safety thresholds. To protect the checkout experience, discounts were automatically disabled. This ensured that checkout remained stable while the issue was investigated and resolved. ### **Timeline** * **T0:** Internal alerts detected failures in the discounts system * **T0:** Discounts automatically disabled to protect checkout and dependent services * **T0 + 2 minutes:** Root cause identified as database index corruption * **T0 + 5 minutes:** Index rebuild process started immediately * **T0 + \~1 hour:** Index rebuild completed (extended due to large number of discounts) * **T0 + \~1 hour:** Discounts re-enabled after system health verification ### **Resolution** * Discounts were temporarily turned off to maintain checkout reliability * The affected database indexes were rebuilt * Due to the large number (more than 1B+) of discounts, this process took approximately **1 hour** * Once the rebuild completed and systems were verified as healthy, discounts were restored ### **Prevention Going Forward** We are taking steps to reduce the likelihood and impact of similar issues by: * Periodic monitoring around discount system and database index health * Adding earlier alerts before safety thresholds are reached * Optimising index maintenance and recovery procedures We apologise for the inconvenience and appreciate your patience while we worked to restore full functionality..

Duration: 37 minutes

Affected Components: Payment gateways

Feb 3, 14:27:00 GMT+0
Identified - We are currently investigating an issue with **EaseBuzz Payment Gateway**. * Some transactions are experiencing failures or delays. * Merchants with an alternate payment gateway configured are seeing successful checkouts via fallback. * Others may experience partial service disruption during checkout..

Feb 3, 15:04:25 GMT+0
Resolved - This incident has been resolved..

Duration: 20 minutes

Jan 17, 07:30:00 GMT+0
Investigating - **Description:** We are observing a fresh incident where Shopflo Checkout is experiencing overall slowness. This is due to degraded performance in Shopify’s APIs, which are impacting all Shopify-dependent operations in the checkout flow. **Impact:** * Checkout loading is slow * Order placement is delayed * All Shopify-related actions may take longer than usual **Root Cause:** Suspected slowness in Shopify’s downstream APIs. **Updates:** Our team is actively investigating and monitoring Shopify API performance. We will share updates as soon as we have more clarity or once the situation improves..

Jan 17, 07:43:00 GMT+0
Monitoring - **Update (1:12 PM):** Shopflo Checkout performance is back to normal. Order placement and all checkout flows are working as expected. We are actively monitoring the system to ensure stability and to confirm there is no further degradation before marking the incident as _Resolved_..

Jan 17, 07:50:00 GMT+0
Resolved - This incident has been resolved..

Duration: 37 minutes

Affected Components: Checkout Service, Discount Service, Third Party: Shopify → Shopify API & Mobile

Jan 15, 09:20:56 GMT+0
Investigating - **Description:** We are experiencing overall slowness on Shopflo Checkout because Shopify’s APIs are currently responding slowly. Since Shopflo Checkout relies on Shopify for multiple operations, this is impacting the performance of the entire checkout flow. **Impact:** * Order placement is slow * Checkout loading times may be higher than usual * All Shopify-dependent actions may feel delayed **Root Cause:** Slowness in Shopify’s downstream APIs. **Updates:** Our team is actively monitoring the situation and coordinating based on Shopify’s API performance. We will share updates as soon as there is any improvement or confirmation from Shopify. **Note:** This is a Shopify-side performance issue; Shopflo systems are operating as expected..

Jan 15, 09:50:22 GMT+0
Monitoring - **Update:** The Shopify API performance has recovered and Shopflo Checkout is now functioning normally. Order placement and all checkout flows are back to expected speeds. We are currently monitoring the system closely to ensure stability and to confirm there is no further degradation. **Next Update:** We will mark this incident as _Resolved_ after a short period of stable monitoring..

Jan 15, 09:57:36 GMT+0
Resolved - **Update:** The issue caused by Shopify API slowness has been fully resolved. Shopflo Checkout is operating normally and order placement speeds are back to expected levels. After thorough monitoring, we can confirm system stability and no further impact is observed..

Duration: 25 minutes

Affected Components: Checkout Service, Third Party: Shopify → Shopify API & Mobile

Jan 7, 10:15:04 GMT+0
Investigating - We are **again observing checkout slowness and delayed order placements** for some stores. Early indicators suggest **elevated response times from Shopify APIs** used during order placement and checkout validation. ### **Impact** * Checkout pages may load slower than usual * Order placement may take longer to complete * Other Shopflo features continue to work as expected * Impact is limited to a subset of stores ### **Current Actions** * Engineering team is actively investigating * Shopify API performance is being closely monitored * Retry and fallback mechanisms are in place to minimize failures.

Jan 7, 10:21:06 GMT+0
Monitoring - The issue causing checkout slowness has been **fixed**, and Shopify API response times are **back to normal**. Checkout flows and order placements are functioning as expected. We are **actively monitoring** the system to ensure stability before marking the incident as fully resolved. ### **Current Status** * Checkout performance has recovered * No new degradation observed * Monitoring in progress ### **Next Update** We will mark this incident as **Resolved** once stability is confirmed..

Jan 7, 10:39:55 GMT+0
Resolved - Checkout slowness caused by **elevated Shopify API response times** has been fully resolved. Shopify API performance has remained stable after monitoring, and **all checkout flows and order placements are now operating normally**..

Duration: 14 minutes

Affected Components: Checkout Service, External Services

Jan 6, 12:25:21 GMT+0
Investigating - ### **What’s Happening** We are again observing **checkout slowness and delayed order placements** for some stores. Initial signals indicate **elevated latency from Shopify APIs** involved in order placement and validation, which is impacting real-time checkout flows. --- ### **Impact** * Checkout pages may load slower than usual * Order placement may take longer to complete * Other Shopflo functionalities continue to work as expected * Impact is limited to a subset of stores ### **Current Status** * Engineering teams are actively investigating * Shopify API performance is being closely monitored * Safeguards and retries are in place to reduce failures ### **Next Update** We’ll share an update as soon as the cause is confirmed or if there’s a change in impact..

Jan 6, 12:30:46 GMT+0
Monitoring - Shopify API response times have **returned to normal levels**. Checkout performance has improved, and order placements are processing as expected. We are continuing to **closely monitor** the system to ensure stability before marking this incident as fully resolved..

Jan 6, 12:39:39 GMT+0
Resolved - ### **Resolution** Shopify API response times have **stabilized and remained normal** after continued monitoring. All checkout flows and order placements are now **fully operational** and performing as expected. --- ### **Impact Summary** * A subset of stores experienced checkout slowness * Other Shopflo features remained unaffected * No data loss or order inconsistencies occurred ### **Post-Incident Actions** * Continued monitoring of Shopify API dependencies * Strengthening safeguards for upstream latency spikes * Improving early detection and alerting mechanisms.

Affected Components: Checkout Service

Dec 25, 08:15:58 GMT+0
Resolved - The issue impacting Shopflo Checkout has been fully resolved. All services are operating normally, and no further impact is observed. We will continue to monitor closely to ensure stability..

Dec 25, 07:04:17 GMT+0
Monitoring - Between 12:15 PM and 12:25 PM, Shopflo Checkout experienced a brief service disruption. During this period, some merchants may have faced issues with checkout and order placement. The issue was identified and resolved promptly, and the Checkout service has been fully operational since 12:25 PM. We are closely monitoring the system to ensure continued stability. We regret the inconvenience caused and appreciate your patience..

Duration: 1 hour and 1 minute

Dec 16, 08:18:01 GMT+0
Investigating - We are currently investigating this incident..

Dec 16, 09:18:58 GMT+0
Resolved - This incident has been resolved..

Affected Components: Checkout Service

Jan 1, 00:00:00 GMT+0
Resolved - # **Postmortem: Order Placement Slowness on Shopflo Checkout** **Incident Status:** Resolved **Severity:** Degraded Performance **Affected Component:** Order Placement \(Checkout\) **Dependency:** Shopify APIs ## **Summary** Shopflo Checkout experienced **slow order placement** due to **Shopify API slowness**. The issue was identified promptly, monitored closely, and resolved after Shopify’s API performance stabilized. All other checkout functionalities continued to work as expected throughout the incident.z After thorough monitoring, error rates reduced steadily and returned to normal levels, confirming full resolution. ## **Customer Impact** * Order placement was **slower than usual** for a subset of users * No checkout failures or dropped orders * No data loss * All other checkout features functioned normally ## **Root Cause** Shopflo relies on Shopify APIs during the final order creation step. During the incident window, **Shopify experienced API latency**, causing delays in order placement on Shopflo Checkout. ## **Incident Timeline** * **Issue Identified** Order placement slowness was identified and attributed to Shopify API degradation. * **Impact Observed** Order placement requests experienced increased latency. All other checkout flows worked as expected. * **Monitoring Phase** Shopify API performance and Shopflo error rates were continuously monitored. Error cases began trending downward as Shopify performance improved. * **Resolved** After **thorough monitoring**, Shopify APIs stabilized and order placement speeds returned to normal. Error rates normalized and the incident was marked as resolved. ## **Resolution** No changes were required on Shopflo infrastructure. Once Shopify API performance recovered, order placement latency automatically normalized. Existing retries and safeguards ensured no order loss. ## **What Went Well** * Fast identification of upstream dependency issue * Clear isolation of impact to only order placement * Retry mechanisms prevented failures * Transparent status page communication ## **Areas for Improvement** * Faster visibility into upstream API degradation * Clearer differentiation between latency vs failure alerts ## **Action Items** * Strengthen monitoring for Shopify API latency spikes * Improve dashboards for dependency-related incidents * Refine merchant-facing communication templates * Evaluate additional resilience during upstream slowness ## **Conclusion** This incident was caused by **Shopify API slowness**, an external dependency. Shopflo systems remained stable, no orders were lost, and full recovery was confirmed after extended monitoring. We’ll continue improving observability and communication to minimize impact in similar scenarios..

Dec 15, 07:44:09 GMT+0
Resolved - After thorough monitoring, we can confirm that the issue causing slow order placement on Shopflo Checkout is fully resolved. What happened - Shopify’s API performance has stabilized, and order placement speeds have returned to normal. Error rates have steadily declined and are now back within expected levels. Current status - 1. Order placement is operating normally 2. All other Shopflo Checkout functionalities are working as expected 3. No data loss was observed Monitoring - We will continue routine monitoring to ensure ongoing stability..

Dec 15, 05:09:51 GMT+0
Monitoring - The issue causing slow order placement on Shopflo Checkout has now been resolved. What happened - Shopify’s API performance has stabilized, following which order placement speeds on Shopflo have returned to normal. We are continuing to observe a steady decline in error cases. Impact - 1. Order placement is functioning normally 2. All other Shopflo Checkout functionalities continue to work as expected 3. No data loss was observed Monitoring - We’ll continue to closely monitor the system to ensure stability..

Dec 15, 05:04:51 GMT+0
Identified - We’ve identified the issue causing slower order placement on Shopflo Checkout. What’s happening - Shopify is currently experiencing API slowness, which is affecting the final order placement step during checkout. Since Shopflo depends on Shopify APIs to create orders, this is resulting in delays for some customers while placing orders. Impact - 1. Order placement may take longer than usual 2. All other Shopflo Checkout functionalities (cart loading, address selection, payment initiation, etc.) are working as expected 3. No order failures or data loss observed 4. Impact is limited to a subset of transactions What we’re doing - 1. Monitoring Shopify’s API performance in real time 2. Ensuring retries and safeguards are in place on our end 3. Ready to stabilize order placement as soon as Shopify services normalize.

Dec 15, 04:41:09 GMT+0
Investigating - We are currently observing slower checkout load times on Shopflo for some merchants. Shopflo Checkout relies on Shopify’s APIs during the checkout flow (for actions like fetching cart, product, or order-related details). At the moment, Shopify is experiencing API slowness, which is impacting how quickly Shopflo can complete certain checkout steps..

Duration: 15 minutes

Dec 10, 12:12:48 GMT+0
Investigating - We are currently investigating this incident..

Dec 10, 12:27:18 GMT+0
Resolved - This incident has been resolved..

Affected Components: Checkout Service

Dec 5, 10:29:55 GMT+0
Resolved - This incident has been resolved..

Dec 5, 09:37:31 GMT+0
Monitoring - The issue has been resolved from Shopify's side. We're monitoring for any further issues..

Dec 5, 08:54:33 GMT+0
Investigating - We are currently observing failures from Shopify's integration. Merchants on Shopify may experience checkout failures, delays in order creation, or missing callbacks. Our team is actively investigating the issue and working with Shopify to identify the root cause. Further updates will be shared as we learn more. Shopify's Status page: https://shopstatus.shopifyapps.com/ Stores which are not on Shopify their checkout is working as expected..

Affected Components: Checkout Service

Nov 28, 15:22:59 GMT+0
Resolved - The issue impacting prepaid order placements for a small subset of customers has been fully resolved. All systems are operating normally. We continue to monitor performance, but no further impact is expected..

Nov 28, 14:19:39 GMT+0
Monitoring - A database failover has been successfully performed to mitigate the replication-induced latency. Error rates for prepaid order placement have now returned to normal levels. We are currently monitoring system performance and validating end-to-end prepaid checkout flows to ensure full stability..

Nov 28, 14:17:45 GMT+0
Identified - We have identified the root cause of elevated prepaid order placement errors. The issue was triggered by database replication activity, which temporarily increased latency on the prepaid order creation path..

Nov 28, 14:07:04 GMT+0
Investigating - We are currently seeing elevated errors in prepaid order placement, impacting a subset of customers attempting to complete prepaid checkouts. Our team is investigating the root cause and working on a mitigation..

Affected Components: Checkout Service

Nov 19, 05:39:49 GMT+0
Resolved - Cloudflare services have fully recovered, and Shopflo checkout is now operating normally. We conducted extended monitoring and have confirmed: • Error rates are back to baseline • All checkout flows are functioning correctly • No further impact observed This incident is now considered resolved. Thank you for your patience throughout the repeated disruptions..

Nov 18, 14:38:42 GMT+0
Monitoring - Cloudflare services are slowly coming back up, and we are beginning to see partial recovery in Shopflo checkout functionality. Current observations: • Some checkout requests are succeeding • Intermittent failures still occurring • Latency and error rates improving but not fully normal Our team is actively monitoring system performance and Cloudflare’s recovery progress. We will provide another update once services fully stabilize..

Nov 18, 13:39:13 GMT+0
Identified - We've developed a fallback script that will be redirecting to Shopify Checkout, once Cloudflare outage is fixed, we will be reverting the script back..

Nov 18, 13:05:26 GMT+0
Identified - Cloudflare is experiencing another interruption, which is once again impacting Shopflo checkout..

Nov 18, 12:55:08 GMT+0
Monitoring - Cloudflare services have recovered once more, and Shopflo checkout functionality has been restored..

Nov 18, 12:52:06 GMT+0
Investigating - Cloudflare is experiencing another outage, which is once again impacting Shopflo checkout functionality..

Nov 18, 12:25:06 GMT+0
Monitoring - We are continuing to monitor for any further issues..

Nov 18, 12:16:28 GMT+0
Monitoring - Cloudflare services have recovered and are now fully operational. As a result, Shopflo checkout functionality has been restored. Our team is currently monitoring the system to ensure stability and confirm that error rates remain normal. We will update this incident once everything is fully verified..

Nov 18, 12:15:26 GMT+0
Investigating - We are continuing to investigate this issue..

Nov 18, 11:52:00 GMT+0
Investigating - We are continuing to investigate this issue. Attaching CF Issue for better reference: https://www.cloudflarestatus.com/incidents/8gmgl950y3h7.

Nov 18, 11:47:32 GMT+0
Investigating - We are continuing to investigate this issue..

Nov 18, 11:46:29 GMT+0
Investigating - We are currently experiencing an issue where Shopflo checkout is not functioning for all merchants. This is due to a Cloudflare downtime, which is causing failures in our checkout flow. Our engineering team is actively working with Cloudflare’s status and monitoring updates to restore full functionality as soon as possible..

Affected Components: Analytics service

Nov 11, 10:19:08 GMT+0
Resolved - The issue affecting dashboard and report loading has been fully resolved. All data — including both today’s and historical data — is now loading correctly. We will continue to monitor system performance to ensure stability. Thank you for your patience while we worked to restore service..

Nov 11, 05:33:55 GMT+0
Identified - We have identified the issue. Loading of today’s data has been fixed and dashboards/reports for today should now be working as expected. However, loading of historical/past data is still impacted and may continue to fail intermittently. The engineering team is actively working on fixing the remaining issues. We will provide another update once past data is fully recovered. Once restored no data will be missed from the reports/dashboard..

Nov 11, 05:31:05 GMT+0
Investigating - We are seeing elevated failures when attempting to load dashboards and report views. The engineering team is actively investigating the root cause. Users are currently unable to load dashboards and reports. This includes delays or timeouts while accessing analytics pages. We will share an update as soon as we have more information..

Affected Components: Analytics service

Nov 6, 13:28:18 GMT+0
Resolved - We have identified the cause of the Reports failure as a data mismatch between the main DB and the reporting data store. We have corrected the mismatched entries and triggered a data resync. Reports are now loading correctly. We will continue to monitor the system to ensure stability. Thank you for your patience..

Nov 6, 08:24:04 GMT+0
Investigating - We are observing failures in the Reports section caused by data mismatches between our reporting data store and primary database..

Affected Components: External Services

Oct 24, 11:43:44 GMT+0
Resolved - This incident has been resolved. Shopify Abandoned Checkout Recovery (ACR) creation is now functioning normally through our system. We will be periodically back populating all the older ACRs in shopify..

Oct 24, 08:56:41 GMT+0
Monitoring - A fix has been deployed and ACR creation is resuming as expected. We are monitoring closely to ensure stability. Once stabilised we will be back populating all the ACRs..

Oct 24, 07:25:02 GMT+0
Investigating - We are currently investigating an issue where Shopify Abandoned Checkout Recovery (ACR) creation is not happening through our system. This may affect the recovery emails/messages being sent for abandoned carts. Our engineering team is actively working with Shopify to identify the root cause..

Affected Components: Checkout Service

Oct 7, 09:00:37 GMT+0
Resolved - Today, from 1:50 PM to 2:30 PM IST, our checkout service experienced downtime due to unexpectedly high load generated by bulk refund processing from the upstream. This caused degraded performance and unavailability for customers attempting to complete purchases. To restore service quickly, we moved traffic to the fallback checkout flow, which allowed transactions to resume while we stabilized the primary system. The root cause has been addressed, and checkout services are now fully operational. We continue to monitor closely and are implementing safeguards to ensure refund operations do not impact checkout availability in the future..

Oct 7, 08:30:09 GMT+0
Monitoring - Earlier today, our checkout service was unavailable for a period of time. The downtime was caused by a surge in system load during bulk refund operations. We have mitigated the issue and the service is now restored. We are monitoring closely to ensure stability and are implementing safeguards to prevent recurrence..

Duration: 3 hours

Affected Components: Discount Service

Jul 29, 21:30:21 GMT+0
Completed - The scheduled maintenance has been completed..

Jul 29, 18:30:21 GMT+0
Identified - Scheduled maintenance is currently in progress. We will provide updates as necessary..

Jul 29, 17:30:22 GMT+0
Identified - Maintenance will begin as scheduled in 60 minutes..

Jul 22, 07:08:58 GMT+0
Identified - Hi team, Update: The scheduled maintenance on our Discount Database, originally planned for 23-07-2025, has been rescheduled to 30-07-2025, between 12:00 AM and 03:00 AM. This maintenance is part of our ongoing efforts to ensure system reliability and smooth performance. During this time, you might notice higher latencies in areas such as: Discount creation Discount analytics Discount application during checkout We appreciate your understanding and patience as we work to keep things running seamlessly..

Jul 9, 07:33:36 GMT+0
Identified - Hi team, We will be performing scheduled maintenance on our Discount Database on [23-07-205], between [12:00 AM] and [03:00 AM]. This maintenance is part of our ongoing efforts to ensure system reliability and smooth performance. During this time, you might notice higher latencies like discount creation, analytics for discounts and discount application during checkout. We appreciate your understanding and patience as we work to keep things running seamlessly..

Duration: 30 minutes

Affected Components: Checkout Service

Oct 16, 21:30:02 GMT+0
Completed - We successfully completed the maintenance with zero hiccups and no downtime at 02:53 AM.

Oct 16, 21:00:02 GMT+0
Identified - Scheduled maintenance is currently in progress. We will provide updates as necessary..

Oct 16, 20:00:05 GMT+0
Identified - Maintenance will begin as scheduled in 60 minutes..

Oct 16, 12:01:18 GMT+0
Identified - We identified that our system did not activate alternative processes during service disruptions because of unpredictable database responses at 5:43 PM and 5:49 PM on October 15, 2024. The incident details are available here: https://shopflo.statuspage.io/incidents/2xvgbp2wcym7. To address this, we are conducting critical maintenance to ensure uninterrupted checkout functionality, regardless of issues with other secondary services (e.g., Catalog Service, Rewards Services etc). This maintenance will occur from 02:30 AM to 03:00 AM on October 17, 2024, during our period of lowest activity to reduce any potential impact..