What's causing the sudden increase in failed card transactions on Yoco Pro devices over the last week?

Introduction

The sudden increase in failed card transactions on Yoco Pro devices over the last week is a critical issue that demands immediate attention. This problem directly impacts our core business functionality and customer experience. I'll approach this analysis systematically, focusing on identifying the root cause, validating hypotheses, and developing both short-term fixes and long-term solutions.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be related to a recent update. Has there been any software or firmware update to Yoco Pro devices in the past two weeks?

Why it matters: Recent changes often correlate with sudden performance shifts. Expected answer: Yes, a minor update was pushed last week. Impact on approach: If confirmed, we'd focus on the update's contents and rollout process.

• Considering the specificity of the issue, I'm wondering about the scope. Is this increase in failed transactions occurring across all Yoco Pro devices or only a subset?

Why it matters: Helps determine if it's a systemic issue or limited to certain devices or regions. Expected answer: It's affecting about 60% of devices. Impact on approach: If limited, we'd investigate common factors among affected devices.

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

Why it matters: Different error codes point to different root causes (e.g., network issues vs. card reader problems). Expected answer: Mostly "Connection timeout" errors. Impact on approach: This would guide our focus towards network-related issues.

• Thinking about external factors, have there been any changes in payment processor relationships or integrations recently?

Why it matters: Changes in backend systems can sometimes manifest as device-level issues. Expected answer: No recent changes in payment processor relationships. Impact on approach: If no changes, we'd focus more on device-specific or network issues.