Order Management
Reordered items failing
Incident Resolved: CTIM-1526
The immediate incident was contained on June 20, though we have gathered additional details on preventing reoccurrence. Further information will be shared in the PIA.
Please contact CTIM or see ticket for more details.
UPDATE:
BoxUp continues to work on fixing the blocked order. We will keep this incident open through the weekend and follow up with the support teams during business hours to discuss a fix for the broken reorders moving forward. Next update will be after the weekend during IST business hours.
UPDATE:
Teams are coordinating to identify and organize the various threads for this issue. There is an order that needs to be unblocked, but cannot be accurately recreated without the original (non-preview) artwork. BoxUp is attempting to redesign it from scratch.
The larger issue of reorders failing can be resolved during business hours. We will need to identify how to correct the original orders so that the customer can reorder their previous items without needing BoxUp to recreate/modify these orders every time.
New Incident: CTIM-1526
Priority: Critical
Escalation sent to: eCommerce Support for review.
Orders from customers using the reorder option for certain products are failing and get stuck in ‘Fulfillment Error’ due to a surface mismatch. The issue had been previously submitted on May 23. It was reviewed by Artwork, eCommerce and BoxUp teams. The items being placed on reorder do not have the necessary parameters for the updated versions, likely causing the failure.
There was a manual remediation suggested that no longer works, leaving the affected orders unable to be produced. Order examples will be shared in the incident channel. The problem is likely to continue for any orders placed before the product specification change that are then reordered (and therefore do not contain the required parameters).