Troubles Processing Some Orders
Incident
Report for BigCommerce
Resolved
This incident has been resolved.
Monitoring
The fix has been deployed to all stores. We have verified the fix.
Update
We have deployed a fix to a subset of test stores and are reviewing the results.
Update
A fix is in testing and should be deployed soon. This issue was only with manual orders in the control panel and only if using Braintree/PayPal or Square.
Update
Our engineers have identified two root causes for two of our major payment providers and are building a set of fixes.
Identified
We have identified the reason that Braintree/Paypal and Square combined with manual orders cause a failure in payments. We are now working on a fix.
Update
We are now certain the issue is related to payments on manual orders. The earlier update speculated that was the case: we are now certain. Although we are not yet sure of the cause, we have multiple engineers chasing promising leads.
Update
Our engineers continue to investigate the cause.
Update
Our engineers continue to investigate the cause. We are reproducing the problems in controlled development environments at this time.
Update
Manual Orders and related payments using Braintree and Square are currently broken. Our engineers are still investigating the cause. There may be other payment gateways affected, and other types of orders. We are also still working on identifying the full breadth of the issue.
Investigating
Our engineers have identified problems processing payments with multiple payment providers. We are investigating the cause presently.
This incident affected: Storefront.