What factors are causing the sudden increase in failed transactions on Zepz's Sendwave platform this week?

Introduction

The sudden increase in failed transactions on Zepz's Sendwave platform this week is a critical issue that demands immediate attention and a thorough root cause analysis. As we delve into this problem, we'll employ a systematic approach to identify, validate, and address the underlying factors contributing to this performance decline. Our goal is not only to resolve the immediate issue but also to implement robust solutions that prevent similar occurrences in the future.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking there might be a recent change. Has there been any significant update to the Sendwave platform in the past week?

Why it matters: Recent changes often correlate with performance issues. Expected answer: Yes, a new feature was deployed. Impact on approach: If true, we'd focus on the new feature's impact.

• Considering user segments, I'm wondering if this is widespread. Are the failed transactions concentrated in specific user groups or geographical regions?

Why it matters: Helps narrow down potential causes and affected areas. Expected answer: Increased failures in certain regions. Impact on approach: We'd investigate region-specific factors if confirmed.

• Given the nature of transactions, I'm curious about the error types. What specific error messages or codes are associated with these failed transactions?

Why it matters: Different error types point to different root causes. Expected answer: A mix of timeout and authentication errors. Impact on approach: We'd prioritize investigating system performance and security measures.

• Thinking about external factors, I'm considering market conditions. Have there been any significant changes in the financial markets or regulations in key operating regions?

Why it matters: External factors can significantly impact financial transactions. Expected answer: No major market changes reported. Impact on approach: We'd focus more on internal factors if confirmed.

• Reflecting on system health, I'm wondering about infrastructure. Have there been any reported issues with our payment processing partners or backend systems?

Why it matters: Third-party dependencies can cause widespread issues. Expected answer: Some intermittent issues reported. Impact on approach: We'd investigate integration points and partner performance.