Background

Access to the Rithum for Brands Platform has now been fully restored for all clients following the outage that occurred at 11:40 a.m. ET on November 20, 2025.

Orders from all channels are importing.  Once we’ve worked through the orders backlog, we will then proceed with product data.

We are confident Rithum’s platform is ready to support your business during peak season. We will be closely monitoring performance, but do not anticipate any further risk to platform up-time in the days ahead as our teams have worked to thoroughly validate all restored components of our platform for accuracy and stability.

To help you get back to business smoothly, we’ve created this go-live guide with key steps to review, as well as FAQs to answer common questions. Please refer to the guide for recommendations on confirming your data, reviewing recent orders and inventory, and best practices for resuming operations.

If you notice any discrepancies or need assistance, please contact your Client Success Manager or email [email protected].

Thank you for your partnership as we worked to resolve this incident.

Checklist

Follow these steps to ensure a smooth transition back to business.

  • Confirm orders are imported from marketplaces into Rithum (unshipped status)

  • Confirm orders are being pulled into client systems from Rithum

  • Confirm tracking is being updated in Rithum

  • Confirm tracking numbers are being updated from Rithum to marketplaces

  • Confirm inventory is being updated from client into Rithum

  • Confirm inventory is being updated from Rithum to marketplace

FAQs

  • Should I turn back on my inventory and/or orders integration if I previously turned them off?

    Yes.

  • How long might it take, once the system is online, for all client orders to be imported and for inventory updates from clients to be synced?

    The time will vary based both on the volume of orders to be imported as well as the number and size of inventory updates (if file-based). Most accounts will have that data processed within a few hours.

  • How will outbound updates such as inventory and order status be throttled to avoid overwhelming channel partners when syncs resume?

    The volume of updates sent to channels will be larger than usual but will be spread across clients whose accounts will not be coming online all at the same time. When we first re-enable outbound inventory updates to channels, which will be for all clients at the same time, we will limit the amount of capacity to reasonable levels so that we do not overload our system or theirs, and we will be monitoring the processing level.

  • What if orders I already shipped are imported?

    Please see this knowledge base guide: https://knowledge.channeladvisor.com/kc?id=kb_article_view&sysparm_article=KB0011245

  • What happens if I update quantity for my products directly on a marketplace?

    Any manual changes you make directly in a marketplace portal will be overwritten once product syncs (updates) from Rithum resume. However, we won’t restart those syncs until every client’s orders have fully imported, and all inventory updates that clients have sent have been processed. For example, if you manually update a product’s price or stock level in Amazon or Walmart today, that change will stay in place for now. Once product syncs turn back on, the value stored in Rithum at that time will replace your manual update.

  • How will inventory and orders be prioritized across channels a seller is connected to?

    There is no inventory priority across channels, inventory will be allocated based on the time that we import the order into our system, regardless of the channel.

  • Can channel partners get a list of impacted orders with seller IDs?

    If a specific channel requires this information, we can provide it; however, it would likely not be available until at least November 24. In most cases, this should not be necessary because channels can identify impacted orders based on timing. Any orders that were ready for processing by the seller (typically when payment is cleared) on or after 11:30 a.m. ET on November 20, 2025 would have been affected.