Rebuy Incident History

**What happened:** On July 24, between approximately 2:35 AM and 4:28 AM ET, our admin portal was briefly unavailable, and Post-Purchase Offers were not rendering for merchants using that feature. This occurred overnight during routine system maintenance. Your storefront, checkout, and all on-site widgets and recommendations continued to function normally throughout this window. This was limited to the admin portal and the post-purchase offer surface. ‌ **Root cause:** As part of our regular maintenance, we periodically clean up older, unused versions of our internal software to keep things running efficiently. During one of these routine cleanups, the process referenced a slightly outdated snapshot of what was currently live, rather than the most up to date version. This led it to retain an older version instead of the current one. Because the affected systems continued running on cached versions in the meantime, there was no immediate impact. The issue only became visible several hours later, when those systems cycled as part of normal operations. Resolution Once identified, our team restored service by rolling back to the last known good version, resolving the issue. We then re-released the current version to fully close things out and proactively checked our other internal systems to confirm everything else was running as expected. **What we're doing to prevent this from happening again:** * Updating our cleanup process to always reference the live, running version in real time, rather than a snapshot taken earlier. We've already tested this improvement successfully. * Adding earlier automated alerting so our team can catch and resolve this type of issue even faster in the future. * Continuing to strengthen our internal tooling so routine maintenance like this is even more reliable going forward.

All tests are showing positive results and we're confirming these issues as resolved at this time. We'll continue investigating root cause and will follow up with a post mortem once that's complete.

A fix has been implemented. We're now seeing admin access restored and post-purchase offers rendering correctly on the impacted sites we're aware of. We are monitoring to ensure stability at this time.

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

We're continuing to investigate the admin portal access issues. We've also identified that post-purchase offers are not rendering correctly for some shops. Our team is actively investigating this as well and will share updates as we learn more.

We are continuing to investigate this issue.

We are currently investigating an issue with users unable to access the admin console. All on-site functionality remains functional.

The incident has been resolved. We will review logs and prepare a post mortem once we have the appropriate details.

A fix has been implemented and we are monitoring the results.

We are currently investigating an issue with users unable to access the admin console. All on-site functionality remains functional.

**What happened** On July 14, a routine update to how one of our systems retrieves product information caused a rendering issue for storefront widgets on a subset of merchant sites. If your account uses widgets with tag-based rules, such as cross-sell recommendations or Bundle Builder, you may have noticed widgets not loading, or products disappearing after the page loaded. This issue did not affect checkout, admin, or any non-widget parts of your storefront. **Root cause** Product tag data is stored in two different formats behind the scenes, a legacy format and a newer one, depending on when and how a shop's product catalog was originally set up. The update changed the path our system used to retrieve that data for widgets, and that path did not convert the newer format into the format our widget code expects. On accounts where product tags were stored in the newer format, the widget code could not process the data correctly, which caused the rendering issues described above. **Resolution** We reverted the update, which restored normal widget rendering about 30 minutes after the issue began. Because some widget data is temporarily cached for performance, a small number of accounts continued to see stale results until that cache cleared. We proactively refreshed the cache across all affected accounts. **What we're doing to prevent this from happening again** * Restoring the missing data conversion step and adding an automated test that checks both retrieval paths always return matching, correctly formatted data before any future release can go out. * Building a faster internal tool to refresh cached widget data across accounts, so if a similar issue ever occurs again, we can resolve the residual impact more quickly. * Reconciling the two underlying tag data formats into a single consistent format, to remove this class of issue at the source rather than only guarding against it downstream.

All issues have been resolved at this time. Widgets and bundle builders across affected sites are rendering normally. Our team is investigating the root cause and will post an update as soon as it's available.

A fix has been implemented for the widget loading issue. The sites that were previously reporting errors are no longer seeing them, and widgets and bundle builders are rendering as expected. Our team continues to test to verify stability.

We're still actively investigating the widget loading issue affecting some merchant sites. Our team has identified a likely contributing factor and are focusing on that now.

We're aware some merchants are experiencing an issue where merchandising widgets and bundle builders aren't rendering on their storefronts. Our team is actively investigating and working toward a fix. This issue is not affecting all merchants, and we'll share an update as soon as we have more information.

**Incident Date:** July 7, 2026 **Duration:** Approximately 45 minutes **Status:** Resolved ## Summary On July 7, a routine script update briefly caused Smart Cart to fail to open for a portion of shoppers on some stores. The issue was regional and intermittent rather than a full outage, and normal service was restored within about 45 minutes. ## What Happened During a routine deploy, a small subset of shoppers loaded a mismatched pair of script files depending on their location and timing. This caused the cart to not initialize for them. Once identified, we rolled back the change and confirmed carts were opening normally again. ## Resolution We shipped a safeguard the next day to prevent this specific scenario from affecting shoppers going forward, and we're rolling out a longer-term update to how these files are versioned to close this out completely.

This incident is now closed. The loading issue affecting non-legacy Smart Cart has been resolved, and we've confirmed stability over the monitoring period. If you continue to see any issues, please reach out and we'll take a look right away.

Error rates have dropped and Smart Cart loading appears to be functioning normally again. We're monitoring for for stability.

We are continuing to investigate this issue.

We're aware that some merchants using non-legacy Smart Cart are experiencing loading issues and the native cart is loading instead. Our team is actively investigating the cause and working on a fix. We'll share an update as soon as we know more.