BoxUp Customers Only Displaying One EDO Option

Resolved Jan 6, 2026 3:24 PM EST

Incident Resolved: CTIM-2197
Support teams have reverted the changes in production and confirmed BoxUp customers are now seeing 3 available shipping options. Incident is contained. CTIM to conduct a critical postmortem in the coming days.
Please contact CTIM or see ticket for more details.

Updated Jan 6, 2026 3:02 PM EST

UPDATE:

Support teams believe to have identified the issue and have reverted the changes in a test environment to do some final testing before pushing to production. Next update in 30 minutes.

Updated Jan 6, 2026 2:30 PM EST

UPDATE:

Support teams are investigating recent changes made to determine remediation steps needed. Next update in 30 minutes.

Updated Jan 6, 2026 1:58 PM EST

UPDATE:
Escalation sent to: eCommerce Support

Engaging Commerce Support for additional assistance. Next update in max 30 minutes.

Investigating Jan 6, 2026 1:31 PM EST

New Incident: CTIM-2197
Priority: Critical
Escalation sent to: PCD: Product Operations for review.
BoxUp customers are observing only 1 EDO option for orders and unable to select different shipping options. Engaging support teams to investigate at critical priority.