Duplicate Emails Incident Report

Issue:
Multiple duplicate emails sent to the customer.

Resolution:

We have fixed the issue to ensure it will not affect the email scheduler going forward.

Root Cause:
The issue occurred due to an exception on one of the invoices.

Incident Details:
On July 14 and July 15, the Ordway platform encountered an isolated incident affecting a handful of users during the processing of dunning emails for one of Ordway’s Customers. Due to this issue, multiple emails were sent to affected users with outstanding past due invoices. The error was encountered due to a data issue with one of the invoices on Ordway.

Action Taken:

  Immediate Response:
- Identified and fixed the issue to stop the multiple emails being sent.
- Ensured that the email scheduler will not be affected going forward.

  Root Cause Analysis:
- Determined that the issue was due to an exception caused by a data issue with one of the invoices.

  Resolution:
- Resolved the data issue on the affected invoice.
- Implemented additional checks to prevent such situations from happening again.

Future Prevention Measures

- Introduce more robust data validation processes to catch and handle exceptions more effectively.
- Enhance monitoring systems to detect anomalies in real-time.
- Conduct regular reviews and updates to the email scheduler system to ensure its reliability and performance.

We sincerely apologize for the inconvenience caused by this incident. We are committed to ensuring that such issues do not recur and are taking the necessary steps to improve our systems and processes.

Sincerely,
Ordway Labs Management