All Systems Operational

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Welcome to the Status page for the NewStore Omnichannel Platform! This page will provide you with current status of the platform services and applications as well as key updates for current and historic incidents, system performance metrics and maintenance notifications. You can also subscribe to automated updates via email or SMS. For additional information, please contact NewStore Support: https://support.newstore.com/.

NewStore Platform Operational
90 days ago
99.91 % uptime
Today
Business areas Operational
90 days ago
100.0 % uptime
Today
Checkout Operational
Payments Operational
Returns & Exchanges Operational
Fulfillment Operational
Shipping Operational
Routing Operational
Inventory Management Operational
Omnichannel Manager Operational
Customer Operations Operational
90 days ago
100.0 % uptime
Today
Third-Party Integrations Operational
Payment Service Provider Operational
Avalara Tax Calculation Service Operational
Dashboards Operational
Authorization Service Operational
Auth0 User Authentication Operational
EasyPost API Operational
Consumer App Operational
90 days ago
100.0 % uptime
Today
Backend API Operational
90 days ago
100.0 % uptime
Today
Events API Operational
90 days ago
100.0 % uptime
Today
Smartbanner Operational
90 days ago
100.0 % uptime
Today
Studio (Frontend) Operational
90 days ago
100.0 % uptime
Today
Studio API Operational
90 days ago
100.0 % uptime
Today
Push API Operational
90 days ago
100.0 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.
Scheduled Maintenance
Scheduled Maintenance - NewStore Insights Apr 28, 2024 23:00 - Apr 29, 2024 07:00 UTC
We will be performing scheduled maintenance on NewStore Insights, involving a mandatory upgrade to our Insights reporting on April 28th at 11:00 pm UTC, which will last for 6-8 hours. During this time, viewing of reports should not be impacted, however, Insights will be in ephemeral (read-only mode) during the upgrade.

Any changes including adding/editing users, reports, dashboards, data sets, filters, schedules, etc made during this upgrade will be lost after the upgrade is completed.

Posted on Apr 22, 2024 - 15:55 UTC
Affected Areas: Order Injection, Order Placement, Order Modification such as Shipping Address changes and extending grace period

Newstore will perform a mandatory operating system upgrade of the database cluster storing order information. This update will occur on April 30th, 2024, between 07:15 UTC and 08:15 UTC. This timeframe should result in the lowest impact on our retailers. During the maintenance window, there will be a brief interruption of up to 1 minute.

This may cause the order injection functionality "/fulfill_order" endpoint to respond with a timeout error. Orders placed via this API will be stored in the injection functionality and retried after the maintenance is complete. Please allow engineering time to work through the backlog after the maintenance window is over.

This brief interruption will impact In-Store transactions such as: Cash & Carry, Endless Aisle, Mixed Cart orders, Printing Receipts, Looking up Purchase History and Processing Returns, that will temporarily not work. However, it will still be possible to process Blind Returns. This means that orders placed In-Store or eCom will not be visible in NOM, AA, or the CA.

Order modifications such as updating the shipping address during the grace period, extending the grace period, canceling orders through NOM, and swapping items will not be possible. These requests will need to be retried after maintenance is concluded.

After the maintenance window, NewStore will automatically generate and attach the receipt to the order in NOM. Associates can send receipts via email in the Associate App, and NewStore will automatically send out the receipt after the order backlog has been processed.

Posted on Apr 25, 2024 - 01:14 UTC
Past Incidents
Apr 25, 2024

No incidents reported today.

Apr 24, 2024

No incidents reported.

Apr 23, 2024

No incidents reported.

Apr 22, 2024

No incidents reported.

Apr 21, 2024

No incidents reported.

Apr 20, 2024

No incidents reported.

Apr 19, 2024

No incidents reported.

Apr 18, 2024

No incidents reported.

Apr 17, 2024

No incidents reported.

Apr 16, 2024
Resolved - The incident is now resolved and all affected NewStore services have been fully restored at this point.

The team will continue to monitor and fully investigate the root cause. Thank you for your patience during this incident.

Apr 16, 12:50 UTC
Monitoring - Our Engineering team has identified and fixed the issue affecting payments. At this time, you can begin to use the online mode to process orders and refund/exchanges should work as expected.

We are actively monitoring the platform and we will provide another update once we have confirmed there is no reoccurrence of the issue.

Apr 16, 11:54 UTC
Update - We are continuing to work on a fix for this issue with Payments, please continue the use of the offline mode and we will share additional information here as soon as it is available.
Apr 16, 11:05 UTC
Identified - We have identified the cause of the issue with Payments and are currently working on a solution. We have taken some mitigation steps to improve the situation, but it is not fully resolved. We recommend to continue using offline mode and we apologize for any inconvenience this causes. We will continue to share additional information here as soon as it is available.
Apr 16, 10:03 UTC
Investigating - We are currently investigating an issue with payments, at this time, you can expect to see cart synchronization errors when processing payments or when refund amounts need to be precalculated in returns or exchanges. In store order placement as well as returns will be affected. Until this issue is resolved, please use offline mode where applicable. We will share additional information here as soon as it is available.
Apr 16, 09:31 UTC
Completed - The scheduled maintenance has been completed.
Apr 16, 08:00 UTC
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 16, 00:00 UTC
Scheduled - We will be performing scheduled maintenance on NewStore Insights, involving a mandatory upgrade to our Insights reporting on April 16th at 12:00 am UTC, which will last for 6-8 hours. During this time, viewing of reports should not be impacted, however, Insights will be in ephemeral (read-only mode) during the upgrade.

Any changes including adding/editing users, reports, dashboards, data sets, filters, schedules, etc made during this upgrade will be lost after the upgrade is completed.

Apr 10, 12:14 UTC
Apr 15, 2024

No incidents reported.

Apr 14, 2024

No incidents reported.

Apr 13, 2024

No incidents reported.

Apr 12, 2024
Resolved - We have completed replaying all internal events affected by this incident and all the exchange orders are now available in NOM.

The team will continue to monitor and conduct a thorough investigation into the root cause. We appreciate your patience during this incident.

Apr 12, 09:18 UTC
Update - We are currently replaying internal events for the exchange orders that failed to show up in NOM during the time of this incident. You should now start to see these exchanges in NOM. Once completed, we will verify the results and provide another update.

Thank you for your patience during this incident, and we apologize for the impact this caused your business.

Apr 11, 21:21 UTC
Monitoring - Our Engineering team has identified and fixed the issue that was causing exchange orders not to place in NOM. At this time, new exchange orders should place and appear in NOM as expected.

We will provide another update once we have replayed internal events to place these missing exchange orders to NOM during the time of the incident.

If you are still experiencing new exchange orders not placing in NOM at the time of this message, please contact NewStore Support.

Apr 11, 18:43 UTC
Investigating - We are currently investigating a possible issue with generating exchange orders in NOM. We will share additional information here as soon as it is available.
Apr 11, 17:49 UTC
Apr 11, 2024
Completed - The scheduled maintenance has been completed.
Apr 11, 07:00 UTC
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 11, 06:00 UTC
Scheduled - We will be upgrading our Message-Broker Software policies related to product import queues on April 11th, 2024 between 6:00 and 7:00 AM UTC.

During this maintenance window, we will temporarily stop processing product imports for approximately 10 minutes in order to perform the upgrade safely.

There will be no downtime for the product import API, it is however expected that the product import jobs will take a bit longer than usual to complete.

Apr 5, 15:19 UTC