eCommerce Checkout - Performance Incident - Wednesday 18th June 2025
Status: Resolved
Summary
Significant disruption was noted for the platform.
On 18th June 2025, between 10:00am and ~10:45am BST, customers experienced degraded performance on the eCommerce checkout, encountering errors and slowdowns when attempting to complete a purchase.
Retailers also saw errors in Cloud POS when trying to tender or work on web orders during this period.
What happened
Our cloud infrastructure provider began throttling CPU capacity available to the checkout service. Because this restriction was applied at the provider level, it was not immediately visible in our own monitoring and logging metrics, which made investigation significantly more challenging.
Resolution & Prevention
Upon discovery of the cause, we were able to implement an immediate and successful change to resolve the commercial issue for our sites. This change was implemented at 10:45am, and the platform stabilised within minutes of this change.
Retailers and their customers will not experience further disruption as a result of this incident .
The immediate fix safely prevents this issue from recurring whilst we continue to work with the provider on longer term changes aiming to give the checkout additional headroom as demand exponentially grows.
Thank you for your patience whilst we worked to resolve this incident.