On April 14th at 3pm, Pacific Standard Time, we experienced a hardware failure that caused the system to go offline very briefly. We quickly shifted to backup data and were back online in a matter of minutes.
Because the hardware issue affected our real-time backup data, the data we switched over to includes all edits and changes made websites and accounts before April 14 at 12am. This means that any adjustments made between 12am and 3pm PST are no longer in place, including orders that were made during that time.
We are now in the process of contacting affected customers personally to help resolve this issue and recover orders that are no longer showing in their accounts.
We sincerely apologize for any problems this technical issue has caused. We want you to know that a situation like this has never occurred in our ten-year history, that we are carefully investigating why it happened, and that we will be putting measures in place to make sure that it never happens again.
Thank you for your understanding and patience.
Guyd
This feature launch requires taking the system offline for a little bit, so on Tuesday April 14, starting at 10pm (PST) we’ll be working for about 5 hours to get everything in place. Any customers who visit your site during that time will be shown a system notice, including the estimated time your website will be back online.