- Notice history

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.

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.

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.

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.

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.

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.

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

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.