» Published on Fri, 18 Feb 2022 14:44:00 +0000

• Resolved

  Both issues to be treated as part of problem records 7711 (Overcharge) and 7712 (promotions) expected to take some time to resolve but is being dealt with a high priority No further updates

  » Updated Tue, 22 Feb 2022 17:26:00 +0000

• Update

  Inc 4336517 - Promotions are not being applied correctly (to be converted to a problem record) Inconsistent issues whereby promotions are being added to the ecomm basket incorrectly. This is impacting 2 for £x and 3 for £x deals such as protein and easter eggs.

  Example: 3 for £10 easter eggs can calculate for as little as £4.40, inconsistently.

  In many cases, upon final checkout, the promos are calculated correctly and the order total is amended. However, in some cases, the customer can proceed to final checkout with a reduced basket value .

  Initial findings: The issue is likely to be caused by the promo engine being used Some deals are having multiple promotions applied to them which is compounding the issue, this is however not believed to be the root cause.

  Next Steps

  • UCP engineers are investigating root cause as a priority; meetings scheduled to understand who can provide additional support
  • Understand if we can remove some promos from ecommerce to reduce the impact of the issue, until full root cause of the underlying issue is identified
  • Regular checkpoints are in place with the team to understand findings and prioritise next steps
  • Front end team are looking at adding logging to understand impact

  Inc 4326465 - Customers are being overcharged (to be converted to a problem record) There is an issue with ecomm basket calculations whereby “savings” (colleague member discount & promotional savings) are omitted from the final “order total” calculation, resulting in customers being overcharged. The issue is not consistently repeatable.

  Some customers may not notice the issue nor log a complaint, therefore the scale of the issue is unknown. A workaround is in place for customers whom highlight this to the CBS team in that a refund will be issued.

  Next Steps

  • Customer Platform team engineers are investigating root cause as a priority. All other in flight delivery with these engineers will be put on hold
  • Immediate approach is to debug the code and understand various touchpoints and calculations. This is complex code as the calculation involves various parties including UCP, membership, voucher codes etc.
  • The team will document the code used to calculate baskets as they work through and investigate what can be improved or changed and the root cause(s) of issues
  • Regular checkpoints are in place with the team to understand findings and prioritise next steps
  • Work with CBS team to understand volume of complaints & over what time period. Ensure all calls going forward are linked to problem record.
  • Front end team are looking at adding logging to understand impact
  » Updated Mon, 21 Feb 2022 15:30:00 +0000

• Update

  Issues around inconsistency around promotions and incorrect charges (raised as Inc 4326465) are being investigated by the owning and resolving teams concerned. The cause appears to be in legacy code which is rather complex so work to debug and correct safely will continue into next week. Next update Monday PM following progress updates.

  » Updated Fri, 18 Feb 2022 17:23:00 +0000

• Investigating

  We are aware of an issue where some items on promotion on shop.coop.co.uk are causing inconsistent calculations at checkout. This may be a range of intermittent issues including purchases of multiple promotional products, incorrect totals showing at checkout (including negative Total Balance) and therefore being charged incorrectly. Customer journey can therefore be confusing and also unable to checkout if showing negative balance. This is being investigating by support and developing teams as a priority. Next update 5pm

  » Updated Fri, 18 Feb 2022 14:44:00 +0000