Rebuy Status Page

May 18, 2026 · resolved May 18

**Incident Report: Admin and On-Site Functionality Disruption** **Date:** May 18, 2026 **Duration:** 3:10 PM – 3:29 PM ET \(~19 minutes\) **Summary** On May 18, 2026, merchants experienced a disruption affecting the Rebuy Admin Portal and on-site functionality including Smart Cart, Checkout Extensions, Post-Purchase Offers, A/B Testing, Smart Search, Smart Collections, and Rebuy Monetize. The issue was identified and resolved within 19 minutes. **Root Cause** The disruption was caused by a sequencing issue during a coordinated internal release. A database update that was required before new application code could safely serve traffic did not complete as expected. When the application code deployed and began serving requests, it encountered errors that cascaded across multiple product surfaces. **Resolution** We rolled back the affected services to the previous stable version within approximately 10 minutes of identifying the issue, which restored functionality for all merchants. The underlying database update was then completed successfully, and the full release was redeployed and verified shortly after. **What We're Doing** We are implementing additional verification gates in our multi-service release process to ensure that dependent infrastructure changes are confirmed live in production before downstream application code is allowed to deploy.

May 11, 2026 · resolved May 11

**Incident Report: Native Cart Regression** **Date:** May 11, 2026 **Duration:** 9:36 AM – 12:50 PM ET \(~3 hours 14 minutes\) **Summary** On May 11, 2026, a subset of merchants experienced an issue where the cart icon on their storefront was unresponsive to shoppers. The issue was introduced as part of a scheduled SDK release and was fully resolved within 18 minutes of being identified. **Root Cause** A performance update to the Rebuy storefront SDK introduced a change that inadvertently interfered with native cart behavior for merchants who do not have Smart Cart V2 enabled. Merchants with Smart Cart V2 active were not affected. **Resolution** Once identified, we reverted the SDK release within 18 minutes. Native cart functionality was restored immediately upon revert. **What We're Doing** We are expanding our pre-release testing coverage to ensure that SDK changes are validated across all merchant configurations before reaching production — including merchants who may not have specific Rebuy features enabled. We are also reinforcing our internal review process to include configuration-specific test cases as a required step before any storefront SDK release. These changes will help us catch unintended side effects earlier in the development cycle and prevent a similar disruption from reaching your store.

Apr 22, 2026 · resolved Apr 22

**What happened:** On April 22, 2026, between approximately 11:45 AM and 1:02 PM ET, a subset of shoppers on Rebuy-powered storefronts experienced an inability to load SmartCart V2. Merchants and shoppers who encountered the issue during this window would have seen the cart fail to initialize. All other Rebuy functionality remained operational throughout the incident. ‌ **Duration:** Approximately 1 hour and 17 minutes. ‌ **Impact:** A subset of shoppers on affected storefronts were unable to load SmartCart V2 during the incident window. No data was lost or compromised. ‌ **What caused it:** A software release introduced changes that shifted internal script references in a way that caused the cart to fail for shoppers loading a fresh version of the storefront script during the deployment window. Shoppers with a cached version of the script were unaffected. ‌ **What we did:** Our team identified the issue within minutes of the first report, rolled back to the previous stable release, and confirmed full restoration of SmartCart V2 by 1:02 PM ET — approximately 16 minutes from first report to resolution. ‌ **What we are doing to prevent recurrence:** We have identified the root cause and are implementing structural improvements to our deployment pipeline, including additional validation steps to catch this class of issue before it reaches production.

Mar 18, 2026 · resolved Mar 18

**What happened** On March 18, 2026, between 12:25 PM and 1:05 PM ET, a security update to our PHP base image introduced a configuration change that caused Smart Cart, post-purchase flows, Rebuy Monetize offers, and the Admin dashboard to return errors for approximately 40 minutes. Storefront recommendation widgets were not affected. **Duration** Approximately 30-40 minutes. **What caused it** A routine infrastructure update introduced an unexpected configuration conflict that prevented our admin service from accepting traffic. Once identified, our team rolled back the update to restore full functionality. **What we did** Our team identified the issue, implemented a rollback, and confirmed full resolution within the same hour. We posted updates to our status page throughout the incident. **What we are doing to prevent recurrence** We have identified the root cause and are implementing additional validation steps in our deployment process to catch this class of issue before it reaches production.

Mar 5, 2026 · resolved Mar 5

**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.