Planned Maintenance In Progress

Updated a few seconds ago

Incident Status

Service Disruption

Components

Payment Gateways / External Partners

Locations

BriteVerify (List Clean tool)



January 18, 2021 17:26 PST
[Investigating] The Clean List tool has been experiencing problems since Friday, January 14th. Users in North America and Australia are able to add list to the queue to be cleaned, but the process does not initiate or complete to clean or verify the List/Emails. This issue only affects the Clean List function and emails can still be sent to the desired List. The WineDirect Development Team is working with BriteVerify, the 3rd-party service that we have integrated with, to resolve this issue. An update will be provided as soon as we identify the issue. Questions? For more information, contact the Customer Success Team by emailing support@winedirect.com or phoning: For US & Canada: 800.819.0325 For Australia: 1800 312 884 or 08 7100 1413

Incident Status

Operational

Components

Notifications

Locations

North America



October 28, 2020 09:03 PDT
[Investigating] Customers using the Easy Ship UPS setup to generate shipping labels are reporting that the shipment status is not updating and associated orders remain with a "Pending Carrier Pickup" status. This also results in the “Order Has Shipped” tracking notification email failing to send. We have so far identified that this is due to the tracking data not being retrieved by the service and are now investigating the root cause. We will provide an update as soon as we have identified the specific issue and an anticipated time-frame for a resolution. Questions? For more information, contact the Customer Success Team by emailing support@winedirect.com or phoning: For US & Canada: 800.819.0325 For Australia: 1800 312 884 or 08 7100 1413

January 21, 2021 16:36 PST
[Monitoring] The fix is now live for the triggered send of the “Order Has Shipped” tracking email that was failing for all orders using Future Ship dates. All automatic tracking email setups should be working correctly, including WineDirect Fulfillment, ShipCompliant and Easy Ship UPS. We are confident that this issue is permanently resolved but have implemented additional monitoring through next week (January 29) to ensure there are no further related email send issues. For any questions or to report any issues, please contact the Customer Success Team by emailing support@winedirect.com or phoning: For US & Canada: 800.819.0325 For Australia: 1800 312 884 or 08 7100 1413

Incident Status

Degraded Performance

Components

Site Admin, Hosted Websites

Locations

North America



December 11, 2020 17:02 PST
[Investigating] If you identify duplicate SKUs within a specific product bundle it’s recommended to immediately delete all SKUs in that particular version/experience of Products and re-add the original SKUs. Some clients have reported that products within a bundle will duplicate multiple times. One scenario that is known to create duplicate entries is multiple presses of the ‘Save Changes’ button when adding items to the bundle. These extra SKUs will be visible and can be immediately removed by the user when setting the bundles up. The other scenario is some SKUs will duplicate outside of the bundle being actively being edited. We have identified a specific error related to SKUs imported into the system that we believe indicate the underlying cause of this issue. Debugging is ongoing and we have a plan in place to confirm the pattern of the issue, fully understand the problem and identify a solution. We appreciate your patience as we work through this complex and intermittent issue. We have prioritized this as the top issue for our team to solve and we will provide a further update on or before Friday, December 18, 2020.

December 18, 2020 18:42 PST
[Investigating] If you identify duplicate SKUs within a specific product bundle it’s recommended to immediately delete all SKUs in that particular version/experience of Products and re-add the original SKUs. Some clients have reported that products within a bundle will duplicate multiple times. One scenario that is known to create duplicate entries is multiple presses of the ‘Save Changes’ button when adding items to the bundle. These extra SKUs will be visible and can be immediately removed when setting the bundles up. We have identified a specific error related to SKUs imported into the system that we believe indicate the underlying cause of this issue. Debugging is ongoing and we have a plan in place to confirm the pattern of the issue, fully understand the problem and identify a solution. We appreciate your patience as we work through this complex and intermittent issue. We have prioritized this as a top issue for our team to fix.

January 18, 2021 15:38 PST
[Identified] If you identify duplicate SKUs within a specific product bundle it’s recommended to immediately delete all SKUs in that particular version/experience of Products and re-add the original SKUs. Some clients have reported that products within a bundle will duplicate multiple times. One scenario that is known to create duplicate entries is multiple presses of the ‘Save Changes’ button when adding items to the bundle. These extra SKUs will be visible and can be immediately removed when setting the bundles up. We have identified changes to the system needed to prevent this scenario and will make the changes lives as soon as we have completed development and testing. Our anticipated date for this fix to go live Friday, January 29. After that we will continue to monitor for any additional reports to validate that this issue has been fully resolved.

Incident Status

Operational

Components

Notifications

Locations

Australia, North America



December 3, 2020 18:07 PST
[Investigating] This issue affects the following automatic tracking email setups: WineDirect Fulfillment, ShipCompliant and Easy Ship UPS. If you use one of the above setups and encounter the “Order Has Shipped” you will first need to identify which, if any, customer(s) did not receive the email and then resend to those contacts using the Order Tracking Importer. We are actively investigating the root cause of some order tracking info emails not automatically sending after the tracking number is added to the shipment associated with an order. This appears to be an intermittent issue across multiple scenarios of tracking email setups. We appreciate your patience as we work through this complex issue and we will provide an update on Friday, December 11, 2020 or as soon as we identify the issue.

December 11, 2020 16:42 PST
[Investigating] This issue affects the following automatic tracking email setups: WineDirect Fulfillment, ShipCompliant and Easy Ship UPS. If you use one of the above setups and encounter the “Order Has Shipped” you will first need to identify which, if any, customer(s) did not receive the email and then resend to those contacts using the Order Tracking Importer. Detailed steps are provided below: 1. Download the report of ‘orders by ship/pickup date’ of all orders shipped for the relevant time period, (this has the tracking and the email which will be needed in the next step) 2. Go download the email detail report for the ‘your order has shipped email’, which has all the emails sent over on X date for that email document 3. Cross reference both emails to identify which clients didn’t receive the email 4. Go to the ‘order tracking importer’ and download the demo file. Enter the information for all the customers that didn’t receive the email 5. In the tool, mark the ‘send confirmation email’ and then upload the file of tracking numbers in the correct format; that will trigger the email for the rest. To easily resend an individual email you can select 'Resend Order Tracking Info Email to Customer'. Specific instructions are provided in our documentation: documentation.vin65.com/Store/Orders/Managing-Orders/Order-Email Since the last update we have been systematically debugging our platform code to try to uncover any logical / functional issues across multiple scenarios of tracking email setups, including WineDirect Fulfillment, ShipCompliant and Easy Ship. We have identified a possible link between this issue and use of Future Ship dates associated with the orders that are not triggering tracking emails. We have a plan in place to confirm the pattern of the issue and once we understand the problem, identify a solution. We appreciate your patience as we work through this complex issue. This is the top issue our development team is working to resolve and we will provide a further update on or before Friday, December 18, 2020.

December 18, 2020 18:39 PST
[Investigating] This issue affects the following automatic tracking email setups: WineDirect Fulfillment, ShipCompliant and Easy Ship UPS. If you use one of the above setups and encounter the “Order Has Shipped” you will first need to identify which, if any, customer(s) did not receive the email and then resend to those contacts using the Order Tracking Importer. Please see the detailed steps provided in previous updates. Since the last update, we have identified a pattern of Future Ship dates associated with orders that are not triggering tracking emails but have not yet been able to trace that do a specific issue impacting reliability of this specific system email. We have insured that adequate error monitoring is in place to determine if our send validation is failing. We continue to systematically debug relevant platform code to try to uncover any logical / functional issues that could account for this intermittent issue. We appreciate your patience as we work through this complex issue. This is the top issue our development team is working to fix.

January 15, 2021 15:46 PST
[Identified] This issue affects the following automatic tracking email setups: WineDirect Fulfillment, ShipCompliant and Easy Ship UPS. If you use one of the above setups and encounter the “Order Has Shipped” you will first need to identify which, if any, customer(s) did not receive the email and then resend to those contacts using the Order Tracking Importer. Please see the detailed steps provided in previous updates. We have identified the specific issue causing the automatic email to fail intermittently for orders using Future Ship dates. The solution to resolve the issue is in development and our anticipated date for this to be resolved is Friday, January 22.

January 21, 2021 16:53 PST
[Monitoring] Today tracking emails resume sending for users of the EasyShip UPS integration tool. We are now monitoring through next Friday, January 29 to ensure this issue is fully resolved. Due to the delayed retrieval of tracking numbers from UPS, order email notifications triggered for past orders with a prior "Pending Carrier Pickup" status. This should be a one-time occurrence for each order. We apologize to clients for any confusion and inconvenience caused to wine club members and customers who received this delayed and in some cases duplicate notification.

Description

As part of WineDirect's ongoing commitment to security management, we are applying the latest security upgrades for all of our databases over the next month. These security upgrades ensure that your data remains protected with the latest security standards. These upgrades will be done between 10pm and 3am PT across several nights. During this time SiteAdmin, POS and websites will be intermittently slow. We will be conducting these updates during the night to minimize disruption. We will post real-time updates here. We appreciate your help in meeting our mutual goal of top-notch security across our entire platform.

Components

Site Admin, POS, Hosted Websites, Webservices, Reports, Notifications

Locations

North America

Schedule

January 17, 2021 21:00 - February 6, 2021 03:00 PST



January 13, 2021 16:28 PST
[Update] The first update is scheduled for Saturday 16/January starting at 10pm and is expected to be completed by 3am. Other updates will be posted on this thread

January 16, 2021 22:22 PST
[Update] Security upgrades are now in progress. During this time SiteAdmin, POS and websites will be intermittently slow from 10pm to 3am PT. We will send another update once the upgrade is complete.

January 17, 2021 01:47 PST
[Update] Security upgrades have now been installed. SiteAdmin, POS and website performance should be be back to normal. We will be adding more security upgrades in the near future.

Site Admin

Degraded Performance

POS

Planned Maintenance

Hosted Websites

Degraded Performance

Payment Gateways / External Partners

Partial Service Disruption

Webservices

Degraded Performance

Reports

Planned Maintenance

Notifications

Operational

Fulfillment Portal

Operational

POS - Response Time

80.92ms




Siteadmin - Response Time

128.93ms




POS - Response Time

133.91ms




Siteadmin - Response Time

144.64ms




POS - Response Time

145.33ms




Siteadmin - Response Time

136.48ms




External Services

Amazon Product