Temporary Survey Service Disruption — Surveys (Fixed)

Temporary Survey Service Disruption — Update

Over the weekend, we experienced a temporary disruption affecting our survey services from Friday 2:00pm EST (12th December) to Monday 9am EST (15th December). The issue was isolated, identified, and addressed, and survey functionality is in the process of resuming today. No action is required from customers at this time.

What Happened

During new upgrades to the survey system, including brand review images and optimizations on shopper login flows - a service interruption impacted the delivery and collection of surveys due to a bug introduced into the system. Shoppers would have experience an error when trying to write a survey that came in from specific survey colleciton methods (post purchase email). Direct surveys and checkout surveys were not impacted.

Current Status

• Root cause identified

• Systems restored and stabilizing

• Survey services resuming shortly today

We are actively monitoring performance to ensure a smooth return to normal operations.

What This Means for You

• Any surveys scheduled during the disruption window can be resent if needed (contact us to do so)

• There will be a survey gap from Friday 2:00 pm EST to Monday, 9am EST

• There is no impact to historical survey responses or analytics

• Surveys are now operational again as of December 15th (9am EST)

Actions on your side

• Surveys have resumed and there is no further action unless you would like to resend mailers again over the weekend. Reach out to our support@resellerratings.com, and our team will work with you directly to re-queue those emails.

Our Commitment

Reliability and trust are critical to how our customers collect feedback and engage shoppers. We take service interruptions seriously and are reviewing safeguards to further reduce the likelihood of similar disruptions in the future. If you have any questions or notice anything unusual after services resume, our support team is ready to help. Please reach out to us if you are interested in queuing emails over the weekend to send out again.

Thank you for your patience and continued trust.

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The ResellerRatings Team