Active Incident

Updated a few seconds ago

Incident Status

Degraded Performance

Components

Hosted Websites

Locations

Australia



April 27, 2021 09:55 PDT
[Investigating] We have received some reports from a small subset of AU wineries encountering an intermittent "This site cannot be reached error" after a website order is processed. Our Engineering team is investigating and we'll provide further updates on our status page and Jira ticket as we have them.

Incident Status

Degraded Performance

Components

Webservices

Locations

North America



April 13, 2021 17:22 PDT
[Investigating] If you encounter a blank XML or invalid XML error when calling Web Services, please retry your calls at later time. Clients who are calling the Orders Web Service are experiencing this error intermittently. We are anticipating completing an infrastructure improvement on April 15 that will enable us to more effectively troubleshoot and identify the root cause of this issue. We'll provide more information as soon as we're able. To those affected by this intermittent issue, we're truly sorry for the disruption.

April 16, 2021 16:27 PDT
[Investigating] The planned implementation of the infrastructure upgrade has been temporarily delayed after we identified an issue that would disrupt some 3rd-party applications that integrate to the WineDirect system through an older connection method. We are working with those users to implement and test the necessary change to avoid any disruption and now anticipate the upgrade being complete by the end of May 2021. Thank you again for your patience.

Incident Status

Operational

Components

Site Admin, Payment Gateways / External Partners

Locations

North America, USAePay



March 23, 2021 16:16 PDT
[Investigating] The Credit Card Updater service has been experiencing problems since since February 11, 2021 and first identified on March 23. Eligible cards on file for club members (active and on hold clubs) have not being updated since then for WineDirect Payments customers. Credit Card Updater checks credit cards on file for club members on a 40 day interval based on when the last check was performed on the card and updates the account if new card information is available. The WineDirect development Team is working with USAePay, our integrated gateway partner, to resolve this issue. An update will be provided as soon as we identify the issue. Thanks for your patience and we hope to share some more positive news soon.

April 6, 2021 16:54 PDT
[Investigating] Unfortunately, nothing new to share just yet. USAePay is investigating this issue on a prioritized basis. We'll let you know as soon as we get more information from them.

April 9, 2021 12:27 PDT
[Monitoring] Nothing further to share from USAePay. We are awaiting the results of their investigation into this ongoing disruption and will directly share any update we receive.

April 13, 2021 17:26 PDT
[Investigating] We're still jointly investigating with USAePay delays and problems with the credit card updater service. Your continued patience is appreciated.

April 14, 2021 16:30 PDT
[Identified] We have identified an issue that was preventing the credit card updater process from successfully running. The team is working on a fix and we anticipate it will go into effect tomorrow –at that point we’ll be able to confirm if this issue is fully resolved. Thanks for holding tight.

April 15, 2021 08:59 PDT
[Monitoring] Fixes to the credit card updater process were applied this morning and updates are now starting to be applied to accounts for which new card information is available. This catchup update process is still ongoing and some users may still see a delay before all accounts are updated. We are continuing to monitor and will marked this issue as resolved once we have confirmed the latest batch of available updates has been applied to all accounts.

April 16, 2021 11:32 PDT
[Investigating] We are seeing positive signs so far from the fixes to the credit card updater process but we're not out of the woods just yet. Gateway updates are being processed but an issue is preventing the updater tool from adjusting the customer's account and posting the admin-facing customer notes that record the updates. We're working hard to get this rectified quickly and will provide an update as soon as possible. Users will not incur additional charges until this issue is rectified. Thanks for your continued patience.

April 20, 2021 11:47 PDT
[Investigating] Our Engineers have identified some errors during the processing of credit card updaters that we believe could be related to this issue. We are attempting to leverage them to identify the issue.

April 22, 2021 11:53 PDT
[Investigating] Only the Credit Card Updater tool is impacted -all other gateway-related services and transaction processing are unaffected and operating normally. Credit card updates are being processed in WineDirect but an issue is preventing the updater tool from adjusting the customer's account and posting the admin-facing customer notes that record the updates. This appears to be due to formatting issues in the recent update file we receive from USAePay. We are still awaiting critical information from USAePay to confirm this and resolve any remaining issues. We sincerely apologize to all affected customers and will continue to post additional follow-ups on our status page.

April 29, 2021 09:26 PDT
[Monitoring] As of 4/28 Credit Cards are being updated for WineDirect Payments customers. We are continuing to monitor this process to ensure everything is working.

May 4, 2021 17:48 PDT
[Monitoring] We are confident that this issue is permanently resolved but continue to monitor the tool task that is still catching up on the backlog of updates that were delayed from USAePay. We anticipate this process will be complete by the end of this week and will post a final update as well as mark this incident as resolved as soon as we confirm it fully completes.

Site Admin

Operational

POS

Operational

Hosted Websites

Degraded Performance

Payment Gateways / External Partners

Operational

Webservices

Degraded Performance

Reports

Operational

Notifications

Operational

Fulfillment Portal

Operational

POS - Response Time

238.24ms




Siteadmin - Response Time

107.14ms




POS - Response Time

267.43ms




Siteadmin - Response Time

193.00ms




POS - Response Time

263.07ms




Siteadmin - Response Time

180.34ms




External Services

Amazon Product