Tuesday, 2019-08-13

FoxyCart Service "Order not found" error on Checkout

Tuesday, August 13, 2019, 11:35am Pacific Time: We are currently experiencing an issue on the checkout page resulting in an incorrect error displaying:

Your order could not be found. Please start again. If you already clicked the order confirmation button, please check your email for a receipt.

We are working to resolve this, and will provide updates here as we have them.

UPDATE 11:40am Pacific Time: We have resolved the issue. It was caused by an aborted database maintenance task that wasn't properly cleaned up by the automated tools, and wasn't immediately caught by manual processes. We will continue to monitor the situation, and will update our internal procedures surrounding these updates.

We are taking steps to ensure this type of error does not happen in the future.

UPDATE 3:45pm Pacific Time: There were a small number of stores that had transactions not recorded properly during the impacted window. We are reaching out to these stores directly with additional information.