Incident Notification - HomeDepot.com checkout issue

NGINX changes were deployed to prod on 9/30/2027 12:06PM  to switch the traffic from framework configuration api to dotnet core api. After this was deployed  THD checkout for custom blinds stopped working. Dev team  was monitoring the app and see errors logged. The issue we saw was basically a binding error since the request to lock was in xml format. The new  core based app was not supporting it. Identifying the issues, dev team applied a fix to support the xml request to lock and deployed the fix. This stopped the errors appearing on the app logs,  since the app itself is successfully processing the request, however the customers/cec  still facing the issue This was because we were sending the response back in json an checkout still needs xml We ended up reverting the whole nginx change at 12:57 and started to see successful checkouts

THD teams reached out in prodsupport  channel at 1:21PM

We've now resolved the incident. Thanks for your patience.

We've fixed the core issue, and are waiting for things to recover.

Summary:

Homedepot.com is currently experiencing issues with checkout. When trying to checkout, the customer is pushed back to the cart. we are still investigating if credit card charges are being applied or not.

Impact

• Incident Started: 1pm
• Affecting Customers: Yes
• Affecting CEC: Yes
• Ongoing Impact:
  • customers/cec unable to checkout on homedepot.com orders

Detail:

[What are we doing to fix it?]

• production call has started and developers have engaged with cart/checkout team to investigate.

ETA:

no current ETA. Next update 2pm.

Please remain attentive to forthcoming updates, as additional information will be disseminated promptly upon availability. We sincerely apologize for any inconvenience this may cause to your work. We acknowledge the importance of your access to our services and appreciate your patience and understanding as we work diligently to resolve the issue.