Shipup - Email delivery affected for Orange/Wanadoo addresses – Incident details

Experiencing minor outage

Email delivery affected for Orange/Wanadoo addresses

Resolved
Partial outage 50 %
Started about 1 year agoLasted 1 day

Affected

Notifications

Partial outage from 7:59 AM to 4:40 PM

Emails

Partial outage from 7:59 AM to 4:40 PM

Updates
  • Resolved
    UTC
    Resolved

    This incident has been resolved.

    All the emails are now sent normally.

    The relevant dropped emails were resent yesterday at approximately 6:00 PM.

  • Monitoring
    UTC
    Monitoring

    Thank you for your patience while we are working on this issue.

    We identified the root cause of the issue affecting our reputation score on Orange/Wanadoo, and we fixed it. We also took care to prevent any recurring situation.

    All of our email deliveries are now back on Sendgrid, and we reached usual delivery performance.

    RECOVERY:

    We are currently targeting the dropped emails to resend them if they are still relevant (for example, we will not resend a "Delivery started" email if the package has been received by the shopper). This work is excepted to be finished during the day.

    No action is required from the Merchants.

  • Update
    UTC
    Update

    We discovered the root cause of the issue.

    We are still working on restoring our service level for sending emails to Orange/Wanadoo addresses.

    We are switching back to Sendgrid. Email sending may be a bit delayed while we are recovering.

    No action is needed on your side for recovery.

    About emails that have not been sent during the incident:

    • We will proceed to send back emails to your clients with the latest state of their order. They will not receive outdated information.

    About reports:

    • As some emails have been sent via another email service, status for some email notifications may not be accurate in your dashboards or Order Details page.

  • Identified
    UTC
    Identified
    We are still waiting for a response from Orange and Sendgrid. In the meantime, all Carrier Notification emails are sent to Orange email addresses through another email service, to make sure shoppers receive important information regarding their orders (presence in pickup points, action needed,...). All the other email notifications will not be sent to Orange email addresses. Note: as precised earlier, all the emails targeting other email providers (such as Gmail, Outlook, Free, etc.) are not impacted and are delivered as usual.
  • Update
    UTC
    Update

    We are still investigating the issue, with Sendgrid and Orange in the loop.

    Updates will be posted here as soon as we are moving forward.

  • Investigating
    UTC
    Investigating
    Starting 18/06, we monitored a lot of notification emails targeting Orange email addresses being blocked by Orange. Emails sent to other providers are not affected. We are currently investigating this issue.