Incidence Report: Data Loss Incidence of June 25, 2021
We are providing the report below regarding the above subject to help our client have a better picture of incidence, the cause, what we did about it, and what this means for our clients moving forward.
The issue
On the 25 of June 2021, a client complained of a loss of SME data on her account. The issue she complained about was that old orders were re-processing.
Our Investigation
We found that the feature - Retry All Running Order - was abused. The feature called over the API without understanding the full weight of its power. This initiated reprocessing of all orders that the network provider did not send the confirmation SMS.
Our system is designed to wait for the reply to confirm that the order has been processed successfully. The order is reading RUNNING in most cases does not mean that the order has not been delivered. It just means the operator is yet to send the confirmation.
What We Have Done
- We have disabled the feature - Retry All Running Order over the API and on the web interface
- We have communicated with the affected client. The issue has been jointly resolved.
Moving Forward
- With the discontinuation of the - Retry All Running Order. You can be assured that similar incidence will not be repeated in the future
- Our team is working on a system to help you track your balances with every order. We are confident that this can help confirm order delivery when the operator has not sent a confirmation.
Once again, we thank you for your support and patronage. We would like you to know that our goal is to be by your side while you grow.