Execute Shopify incident response with triage using Shopify status page, API health checks, and rate limit diagnosis. Use when a Shopify integration is down, returning errors, or behaving unexpectedly in production. Trigger with phrases like "shopify incident", "shopify outage", "shopify down", "shopify on-call", "shopify emergency", "shopify not responding".
Rapid incident response for Shopify API outages, authentication failures, and rate limit emergencies. Distinguish between Shopify-side issues and your app's integration issues.
Run the triage script to check Shopify status, API connectivity, REST rate limits, and GraphQL throttle state in one pass.
See Triage Script for the complete diagnostic script.
Is Shopifystatus.com showing an incident?
├── YES → Shopify-side outage
│ ├── Enable graceful degradation / cached responses
│ ├── Notify stakeholders: "Shopify is experiencing issues"
│ └── Monitor status page for resolution
│
└── NO → Likely your integration
├── HTTP 401? → Token expired or revoked
│ └── Check: Was app reinstalled? Rotate token.
├── HTTP 403? → Scope missing
│ └── Check: Were scopes changed? Re-run OAuth.
├── HTTP 429 / THROTTLED? → Rate limit exceeded
│ └── Check: Runaway loop? Reduce query frequency.
├── HTTP 5xx? → Intermittent Shopify issue
│ └── Retry with backoff, monitor for pattern.
└── Network timeout? → Infrastructure issue
└── Check: DNS, firewall, TLS certificates.
Diagnostic commands and remediation for 401 (token expired), 429 (rate limited), and 5xx (Shopify internal errors). Always capture X-Request-Id headers for Shopify support.
See Error Type Actions for complete commands per error type.
Internal (Slack):
INCIDENT: Shopify Integration Issue
Severity: P[1/2/3]
Status: INVESTIGATING
Impact: [What users/merchants are affected]
Root cause: [Shopify outage / Our auth issue / Rate limiting]
Action: [What we're doing now]
Next update: [Time]
Responder: @[name]
External (Merchant-facing):
We're currently experiencing issues with some Shopify-connected features.
[Order sync / Product updates / etc.] may be delayed.
We're actively working on resolution and will update shortly.
All data is safe — no orders or products have been lost.
| Scenario | Response Time | Escalation |
|---|---|---|
| Shopify API fully down | Monitor status page | Nothing to fix on our side |
| Auth token revoked | < 15 min | Trigger re-auth, notify merchant |
| Rate limit exhaustion | < 30 min | Reduce query frequency, optimize costs |
| Webhook delivery failures | < 1 hour | Check endpoint health, review HMAC |
| Data sync stalled | < 4 hours | Run manual sync after resolution |
curl -sf -H "X-Shopify-Access-Token: $SHOPIFY_ACCESS_TOKEN" \
"https://$SHOPIFY_STORE/admin/api/${SHOPIFY_API_VERSION:-2025-04}/shop.json" \
| jq '{name: .shop.name, plan: .shop.plan_name}' \
&& echo "SHOPIFY: HEALTHY" || echo "SHOPIFY: UNREACHABLE"
X-Request-Id values collected (for Shopify support)