Outage in Gorgias

DSA phone matching causing order/customer data to be missing

Resolved Major
October 25, 2024 - Started 12 months ago - Lasted about 8 hours
Official incident page

Incident Report

We identified an issue with the Shopify default shipping address matching feature. The feature allows the integration to match the orders to a customer based on the default shipping address phone number. The feature is disabled by default, so only the users that manually enabled the feature might encounter this problem. The issue may lead to some orders or order updates not being synced in the Shopify widget. Currently we are working on a fix for this issue. We'll provide an update in the next 2 hours.
Components affected
Gorgias Shopify integration

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Latest Updates ( sorted recent to last )
RESOLVED 12 months ago - at 10/25/2024 05:14PM

We applied the fix that was effective in solving the issue. The problem should not persist anymore and Gorgias Helpdesk should work again without any issues.

MONITORING 12 months ago - at 10/25/2024 02:14PM

The fix that we deployed works as expected, and with it we mitigated the issue. Currently, we are working on the data recovery and still monitoring the issue.

MONITORING 12 months ago - at 10/25/2024 12:07PM

We've just deployed a fix for the issue. Currently, we are monitoring.

We'll provide an update in the next 2 hours.

IDENTIFIED 12 months ago - at 10/25/2024 09:07AM

We identified an issue with the Shopify default shipping address matching feature. The feature allows the integration to match the orders to a customer based on the default shipping address phone number.

The feature is disabled by default, so only the users that manually enabled the feature might encounter this problem. The issue may lead to some orders or order updates not being synced in the Shopify widget.

Currently we are working on a fix for this issue.

We'll provide an update in the next 2 hours.

Latest Gorgias outages

Delay processing Shopify updates - about 9 hours ago
Delay with processing Chat messages, AI agent answers and executing Flows - about 9 hours ago
Chat and Ai Agent Services Disruption - about 9 hours ago
The signup page is not responding - about 12 hours ago
Some customers's billing information are not available - about 20 hours ago

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