| name | shopify-incident-runbook |
| description | 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".
|
| allowed-tools | Read, Grep, Bash(curl:*) |
| version | 2.7.0 |
| license | MIT |
| author | Jeremy Longshore <jeremy@intentsolutions.io> |
| tags | ["saas","ecommerce","shopify"] |
| compatibility | Designed for Claude Code |
Shopify Incident Runbook
Overview
Rapid incident response for Shopify API outages, authentication failures, and rate limit emergencies. Distinguish between Shopify-side issues and your app's integration issues.
Prerequisites
- Access to Shopify admin and status page
- Application logs and metrics
- Communication channels (Slack, PagerDuty)
Instructions
Step 1: Quick Triage (First 5 Minutes)
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.
Step 2: Decision Tree
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.
Step 3: Immediate Actions by Error Type
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.
Step 4: Communication Templates
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.
Output
- Triage completed within 5 minutes
- Root cause identified (Shopify vs. integration)
- Immediate mitigation applied
- Stakeholders notified
