Incident Notification - M&I Install Service not adding in cart for M&I Install orders

Incident Details:

This issue happened during the 100% test for the Free M&I promotion, specifically when the wrong promo code was selected. It resulted in an infinite loop when applying the promo in the cart.

Dev Team fixed the A/B test script and got all the M&I promos working.

The failure had two main issues:

1. Initial Issue:

   A promo code validation issue occurred because it required a minimum purchase of $200, but the professional installation was only $149. This caused an infinite loop because the script kept trying to apply the promo, failing, and retrying due to cart reloads

2. Secondary Issue:

   The script's query selector was incorrectly collecting multiple items (9 items) when it should have only gotten specific line items. This caused it to fall into the wrong logic block and apply incorrect promos

The Fix:

1. Fixed the query selector to properly target specific cart items:
   • Changed it to use child div and child list items instead of collecting all items
   • Added proper product ID checking (796 for measure, 797 for install)
2. Added validation to check if the item was actually a measure item before applying the promo
3. Removed the dependency on the quantity input selector that was preventing the script from running on measure-only carts

The fix ensured the correct promos were applied based on the cart contents and prevented the infinite loop issue.

All promos are now working for M&I. Thanks for your patience.

The promo for M&I for Single Sales Service and Traditional M&I are now working.

We are currently working on Free Measure promo and hope to have an update in 30 minutes.

Since the last update we are testing our fix and hopefully will have it running soon.

We will have an update in 30 minutes.

We identified the issue and are working to correct it.

There will be an update in 30 minutes.

Summary:

We are seeing intermittent issues with M&I Install Service not adding in the cart for Install orders. It's trying to apply the service & promo then looping. This issues causes Customers and CEC checkout failure for M&I Install orders.

Impact

• Incident Started: 1 hour ago
• Affecting Customers: Yes (M&I Customers)
• Affecting CEC: Yes (M&I)
• Ongoing Impact:
  • Issues with completing orders
  • Calls to CEC from customers that cannot checkout M&I install.

Detail:

Our engineering team is aware of the issue and is working to get things back up and running as quickly as possible.

Please stay tuned for updates, as we will share more information as soon as it becomes available. We sincerely apologize for any inconvenience this may cause to your work. We understand the importance of your access to our service and appreciate your patience and understanding as we work diligently to resolve the issue.