Incident Notification - Home Depot Promos are not working

Resolved

The HomeDepot.com discount service is back up and running. The CEC was able to confirm discounts are going through to the cart.

Multiple teams across HomeDepot.com are monitoring the Discount Service. A remediation plan is in place if this occurs again (not another 8 hour outage) and a formal review will occur to determine the root cause.

Now successful:

• BMSM promo on THD M&I to now show up in Order Up
• CSUS BIPs promos are now applying the discount on PIP or Cart
• PACKOUT promos are now applying the discount on PIP or Cart

THD Impacts now successful:

• .com: now able to get discounts and check out
• Order Up: able to get discounts and check out
• Quote Center: able to create orders and send them to OU

Summary:

THD Discount Engine Price Adjustment API is down and causing all requests for promos to fail.

This is causing:

• BMSM promo on THD M&I to not show up in Order Up
• CSUS BIPs promos are not applying the discount on PIP or Cart
• PACKOUT promos are not applying the discount on PIP or Cart

Impact

• Incident Started: 2 hours ago
• Affecting Customers: Yes (All Customers and M&I Customers)
• Affecting CEC: Yes (M&I)
• Other department affected: (CEC)
• Ongoing Impact:
  • Calls to ASC and CEC because of promos not applying
  • Discounts not going through

Detail:

THD Incident Report IMPACT:

• POS: still able to get discounts from Store Price Engine (localized resiliency service at the back of the store)
• .com: not able to get discounts, still able to check out
• Order Up: not able to get discounts, still able to check out
• Quote Center: not able to create orders and send them to OU

Slack:

#GCC-ProdSupport

Please standby for further updates, and we'll be in touch as soon as we know more.