Delay processing Shopify updates

Incident Report: Delayed Shopify Updates and reduced AI Agent Performance
What Happened
On October 20th, 2025, one of the world’s largest cloud infrastructure providers experienced a major outage affecting multiple regions. As a result, Gorgias experienced an incident that caused AI Agent automation delays, response errors, elevated latency receiving and answering to messages, as well as delayed processing of Shopify updates for some customers, primarily those based in the United States.

How We Responded
Our monitoring systems and support reports quickly indicated anomalies in Shopify update processing and AI Agent activity.
An incident was declared, and the Engineering teams were mobilized to investigate and mitigate the issue.

• The team identified the problem as originating from a third-party service ongoing degradation, which prevented normal configuration updates.
• We temporarily limited certain operations to reduce risk and prevent cascading failures.
• Once our third-party service restored normal operations and event delivery resumed, our systems automatically recovered, and Shopify updates caught up to real-time processing.
• The incident was fully resolved by October 21st, with all systems verified to be functioning normally.

Why This Happened
This incident was caused by a third-party outage, which temporarily interrupted the configuration updates used by several Gorgias services.
Our internal systems remained operational but were dependent on configuration data that was temporarily unavailable or outdated, leading to unexpected behavior until recovery was complete.

What We’re Doing to Prevent This in the Future
We are taking several actions to strengthen the resilience of our systems and reduce our dependency on external service availability:

• More independence from external tools

  • We’re improving how our systems handle settings and configurations so they can keep working normally even if one of our external providers is having issues.

• Built-in safety controls

  • We’re adding safeguards that automatically switch systems into a safe, reliable mode whenever a connected service or data source becomes temporarily unavailable.

Our Commitment
We sincerely apologize for the disruption this incident may have caused to your business. Reliability is our highest priority, and we are taking concrete steps to ensure the stability of our systems moving forward.
If you have any questions or concerns, please don’t hesitate to contact our Support team.
Thank you for your understanding and trust.