What caused the sudden spike in failed transactions for Kredivo's e-commerce checkout integration yesterday?

Introduction

The sudden spike in failed transactions for Kredivo's e-commerce checkout integration is a critical issue that demands immediate attention. As we delve into this product root cause analysis, we'll systematically investigate the factors contributing to this unexpected performance drop. Our approach will involve a comprehensive examination of both internal and external elements, data-driven hypothesis generation, and a structured validation process.

Step 1

Clarifying Questions (3 minutes)

• Looking at the timing, I'm thinking this could be related to a recent deployment. Has there been any significant code push or system update in the last 24-48 hours?

Why it matters: Recent changes often correlate with sudden performance issues. Expected answer: Yes, a new feature was deployed yesterday morning. Impact on approach: If confirmed, we'd prioritize investigating the new deployment.

• I'm noticing the term "sudden spike." Can you provide more context on the typical failure rate versus what we're seeing now?

Why it matters: Understanding the magnitude helps prioritize the severity of the issue. Expected answer: Normal failure rate is 0.5%, current rate is 5%. Impact on approach: A tenfold increase would indicate a severe problem requiring immediate action.

• Considering user segments, are we seeing this issue across all user types or is it concentrated in a particular group?

Why it matters: Segmentation can reveal patterns and narrow down potential causes. Expected answer: The issue appears to affect all user segments equally. Impact on approach: If uniform, we'd focus on system-wide issues rather than user-specific factors.

• Given the e-commerce nature, I'm curious about transaction volumes. Has there been any unusual spike in overall transaction attempts that could be straining the system?

Why it matters: Unusual traffic patterns could indicate external factors or system capacity issues. Expected answer: Transaction volume is within normal range. Impact on approach: If volume is normal, we'd shift focus to internal system issues rather than capacity problems.