Issue with retrieving/shipping orders under investigation

Update 08:36

Since yesterday 19:05 there are issues with retrieving new orders and shipping orders via the Retailer API. This is being investigated with emergency priority.

Update 10:21

Unfortunately the incident is quiet complicated.

Shipping orders via API is actually possible, just the feedback of the shipment is impossible to retrieve from us.

Current known impact:

- Retrieving new orders since yesterday 19:05 impossible

- Shipping orders does not receive feedback since yesterday 19:05

- List of shipments in API and SDD show shipmentid/transportid 0

Where possible the SDD could be used to retrieving/shipping your new orders.

Update 12:08

We are currently rolling out a fix for retrieving new orders, this seems to be working.

Orders from 19:00 until now are still stuck and can't be retrieved yet. We are trying to fix that too as soon as possible

Update 13:36

Still working on a fix for the stuck orders.

Side effect of this issue is that cancellation requests are currently being received before the order is received. This results in inaccurate feedback. For example that the order item is already cancelled.

We apologize sincerely for the impact that this issue has on your operations on a Monday morning during the peak season.

Our main focus is to solve the issue as soon as possible. After that, we will communicate how we will prevent impact on service norms for delayed orders.

Update 15:15

We are very close to a solution

Customers are informed that orders are delayed when pick-up is missed (VVB) or on the day of delivery (non-VVB)

Update 15:43

The solution has been rolled out. Everything should work as expected.

Please carefully check all open orders on all pages. Orders placed yesterday potentially landed on later pages.

In case you cancelled any orders on request of the customer the past hours, please check if that was processed successfully.

An update on how we will prevent impact on service norms will follow.