Every support ticket we have raised with Dutchie, in one place - what it was about, where it stands, and who has the ball. Updated August 15, 2026. Companions: Sessions x Dutchie Issue Log (vendor-facing, safe to share with Dutchie) and Cart Breakages Ledger - full incident log with fault attribution (Dutchie-side vs our-side).
Newest first. "Ball" tells you whose move it is.
| Ticket | Status | What it is about | Where it stands |
|---|---|---|---|
| 687078 | Open | "No inventory available" error in COVA when ringing up an ecomm order at the register - reported at Etobicoke (Albion), raised by Darryl/Ky. Dutchie (Megan) asked for a COVA screenshot, whether it is multi-location, and flagged our ecomm quantity thresholds being set to 0. | Ball: us + Dutchie. Ravi replied with the website-side data: this is multi-location (37 stores affected by the same family; Albion itself shows 6 rejected add-to-carts + 6 price inconsistencies since Jul 23) and asked Dutchie to link this with 686841 - both look like the same inventory-sync race. Ky to attach the COVA screenshot + COVA contact. Offered a threshold-1 pilot at Albion to isolate variables. |
| 686985 | Open | Details being matched to the request | Confirmation received; identifying the original request now |
| 686984 | Open | Details being matched to the request | Same as above |
| 686982 | Open | Details being matched to the request | Same as above |
| 686841 | Open | Recurring add-to-cart failures ("Validation errors" and "Not Found" on in-stock items) plus checkout prices disagreeing with menu prices. Over 3 weeks: 286 failed add-to-cart attempts across 37 stores and 139 price inconsistencies. | Ball: Dutchie. They asked for exact request/response examples; we sent them Aug 13 at 11pm. Evidence summary below. |
| 685480 | Closed | Update the post-checkout return page to sessions.ca/order-completed for all locations | Dutchie completed it the same day and asked us to close. Done chain-wide. |
| 685427 | Pending | Connectivity issue Dutchie escalated internally | Ball: Dutchie. Their reply to Sophie: escalated to "our engineering department in charge of networking". No resolution yet - worth the weekly nudge. |
| 678128 | Resolved | A store menu briefly showed wrong / missing products | Self-resolved within the window; Dutchie checked their logs (no changes their side); we confirmed resolved Jul 20. |
| 674639 | Answered | Can an order placed through the website be cancelled or modified after submission? | Dutchie confirmed: not possible today - no cancel/modify feature exists on their side. Good to know for store teams. |
| 663272 | Resolved | Allowlist our website server so it can reach Dutchie's system directly | Verified working Aug 14: Dutchie confirmed the allowlist was implemented in July (never communicated back); we retested from the server the same day - direct authenticated calls now succeed consistently. Can be closed. |
| 653826 | Unknown | Original request being retrieved | Only a forwarded copy located so far; pulling the source next. |
Customer / store complaints logged in our internal helpdesk where the cause turned out to be Dutchie-side behaviour.
| Ticket | Status | What happened |
|---|---|---|
| #11062 | Closed | River Bend - customer phone orders not going through / not appearing on the store side. Root cause found and fixed chain-wide. |
| #11052 | Reconfirming | Timmins - delivery orders showing a "please pick up" message even with delivery enabled; config issue in the Dutchie back-end for that store. Current status being reconfirmed. |
Plain-language summary of the examples in their hands, for when they reply.
Stoney Creek (their retailer ID 61b98e2677e42200926f8e15) - add-to-cart rejected twice with "Validation errors" on Aug 13 at 1:28pm ET for a product their own menu showed in stock. We replayed the identical request that evening and it succeeded - same input, opposite outcomes, which points at their side.
Cambridge - "Not Found" on Aug 13 at 9:23am ET for an item their own menu had served minutes earlier.
Orillia - same "Not Found" pattern on Aug 12 at 4:11pm ET.
North York - the checkout price differed from the menu price for the same product at the same moment by $0.80 (Aug 11).
We deliberately kept this ticket clean: anything caused by our own systems, and the legal 30g purchase-limit blocks (which are working as designed), were excluded from the counts so Dutchie cannot deflect.