ShineOn - Notice history

All systems operational

100% - uptime

Shopify App - Operational

99% - uptime
Nov 2021 · 97.46%Dec · 100.0%Jan 2022 · 100.0%

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Nov 2021
Dec 2021
Jan 2022

Partner/CSV - Operational

100% - uptime
Nov 2021 · 100.0%Dec · 100.0%Jan 2022 · 100.0%

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Nov 2021
Dec 2021
Jan 2022

Support - Operational

100% - uptime
Nov 2021 · 100.0%Dec · 100.0%Jan 2022 · 100.0%

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Nov 2021
Dec 2021
Jan 2022
97% - uptime

Production & Fulfillment - Operational

98% - uptime
Nov 2021 · 95.42%Dec · 100.0%Jan 2022 · 100.0%

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Nov 2021
Dec 2021
Jan 2022

Shipping Carriers - Operational

96% - uptime
Nov 2021 · 90.30%Dec · 98.50%Jan 2022 · 100.0%

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Nov 2021
Dec 2021
Jan 2022

Notice history

Jan 2022

App Temporarily Unavailable
  • Resolved
    Resolved

    We just resolved the issue!

  • Identified
    Identified

    We are continuing to work on a fix for this incident.

  • Investigating
    Investigating

    We're currently experiencing some issues with our app, and you may be unable to access it. Our engineering team are investigating. Orders will continue to process once this is resolved, and Platform storefronts continue to run normally.

Temporary Fulfillment Delay
  • Resolved
    Resolved

    Our team are back in the Florida factory today and working on all outstanding orders as soon as possible. Please allow another few days for everything to get back up to speed.

    Thanks for your kind messages of support, our team really appreciate you!

  • Identified
    Identified

    Following some confirmed cases of COVID-19, we have taken the decision to close our Florida facility until Monday to ensure the safety of everyone and undertake a deep clean. We're also fortifying our policies and procedures against COVID-19 in order to prevent any unnecessary impacts to production for Valentine's Day

    Orders that are in production currently will ship out early next week. EU or International orders shipping from our Amsterdam facility will ship as normal.

    We thank you and your customers for your understanding at this time.

Packages Not Delivered - Germany
  • Resolved
    Resolved

    We just resolved the issue!

  • Identified
    Identified

    Our carrier partner Landmark Global have informed us that items sent around December 13th to Germany may have been mis-routed and not been handed to Hermes for delivery as intended. They are working to recover the batch and to pass them to Hermes for delivery. Remakes are not required for these, and the packages will be delivered to customers as soon as possible.

    We're very sorry for the problems this issue has caused.

Dec 2021

ShineOn App Unavailable
  • Resolved
    Resolved

    We just resolved the issue!

  • Investigating
    Investigating

    The ShineOn App account system is currently down for emergency maintenance. We're working on restoring access as soon as possible. Order processing is not affected by this maintenance.

Nov 2021

Newer Custom Domains redirecting to BringTheLove
  • Resolved
    Resolved

    We just resolved the issue!

  • Monitoring
    Monitoring

    We have been working with our Platform service provider to fix the redirection issue where visitors to your custom domain may be taken to our primary domain under bringthelove

    A fix for affected domains (it only affects newer domains requested in the past week) is being rolled out currently.

USPS Tracking showing old tracking data
  • Resolved
    Resolved

    We involved USPS and our postage vendor Stamps in the investigation of this issue. The conclusion was that Stamps had experienced a system issue where they were recycling tracking numbers before the intended 120 day expiry of the old tracking data.

    USPS cannot change the tracking history that is showing online to show the current delivery events. However items have still been delivered to customers successfully, and customers who don't have their item yet should have it by this weekend.

    Affected orders usually had their label created/shipped date as 24th Nov. We have also seen a small handful of orders shipped in the days after the 24th that have November tracking history, but not for the package we sent. Checking the tracking history in these cases will show the package was sent from somewhere that wasn't Florida, where we ship from.

    We are very sorry for the trouble this issue has caused our sellers, and if you have any specific situations you need assistance with, please reach out to our support team.

  • Monitoring
    Monitoring

    USPS have informed us they are experiencing a nationwide IT system issue which is causing the online tracking information to show incorrectly for items shipped around Nov 24. They explained that it is affecting multiple shippers, not just ShineOn. We continue to await more information from USPS as they work on the issue.

    Customers should still be receiving their items soon, and we expect all items to be with customers by the end of this week. If we hear differently from USPS we will update you here.

  • Identified
    Identified

    We're continuing to work on this issue with USPS. This issue affects some items which were labelled on Nov 24th. We purchased shipping labels as usual and USPS provided shipping labels which used tracking that shows incorrect online details. The items should still be in transit to customers as they have left our factory on Nov 24th.

  • Investigating
    Investigating

    We've noticed that many items we shipped on Nov 24 are using recycled tracking numbers from USPS, and therefore show delivery data relating to orders from August. This should not affect the delivery of the items affected. We have reached out to USPS to confirm.

    We will update you as we get more info from USPS.

Delays to Custom Domain Verification
  • Resolved
    Resolved

    We just resolved the issue!

  • Identified
    Identified

    We're continuing to work on a technical issue that has paused our domain verification process. We expect to have it resolved within the next 24 hours and we'll need a little time to process all pending requests. Thanks for your patience!

Orders on hold with personalization already set
  • Resolved
    Resolved

    This issue is now resolved. If you have an affected order, please make a change to the personalization and change it back again to release the order.

  • Investigating
    Investigating

    There's an issue for a small set of orders where the order shows on hold for "personalizations missing", but the order already has them set. Our engineering team are looking into the issue.

Addon Settings Not Saving
  • Resolved
    Resolved

    We just resolved the issue!

  • Monitoring
    Monitoring

    We implemented a fix and are currently monitoring the result.

  • Investigating
    Investigating

    Sellers may be getting error messages when trying to enable & save product addons/free shipping. Our engineering team are investigating.

Nov 2021 to Jan 2022

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