Audience: Mixed. Useful for agents to recognise a known issue quickly, and for Tech-CS triage to link tickets to the right existing investigation rather than raising a duplicate.
Purpose: A running reference of recurring, already-identified issues so time is not spent re-diagnosing something that is already known and tracked.
How to use this article
If a merchant issue matches one below, do not raise a fresh ticket. Check the linked Jira ticket first, and if it is still open, add the new merchant or order detail as a comment rather than duplicating. If the linked ticket is closed and the issue has recurred, flag that clearly, as it may mean the fix did not hold.
Known recurring issues
1. Etsy OAuth 400 "invalid_target"
- What it looks like: Merchant tries to connect or reconnect their Etsy sales channel and gets a 400 error referencing "invalid_target" during the OAuth flow.
- Root cause: A fragment in the redirect URI. Decoding the JWT state token shows the fragment sitting in the resource parameter.
- Tracking: OPS-4945
- What to do: Check for the same OAuth error pattern before raising anything new; add merchant detail to OPS-4945 if it is still open.
2. BOOK-FE API blockers
- What it looks like: Book orders failing at quote or spine stage. The /quotes endpoint returns zero values, or /products/spine returns a 500 error, particularly for US merchants.
- Root cause: Known fault in the BOOK-FE API layer, still being worked through.
- What to do: Confirm which endpoint is failing (quotes vs spine) before raising, as this affects which existing ticket it should sit under.
3. Duplicate PayPal billing
- What it looks like: Merchant sees the same PayPal payment method listed more than once, or gets billed twice for the same order.
- Root cause: This has been patched multiple times without a permanent fix, so it can resurface even after a prior ticket was closed.
- What to do: If a merchant reports this, check whether it is a genuine recurrence of the same bug even if the last related ticket shows as Done, and say so explicitly when raising.
4. Lab Spoke XML parsing failures
- What it looks like: Orders failing to submit to lab with an XML parsing error somewhere in the Spoke integration.
- Root cause: Ongoing, recurring since early 2025. No permanent fix yet.
- What to do: Treat as a known recurring pattern rather than a one-off; group affected orders where possible rather than raising one ticket per order.
5. Charlotte lab invalid attribute errors
- What it looks like: Orders routed to the Charlotte (USA) lab fail with an "invalid attribute" style error.
- Root cause: Recurring configuration issue, pattern rather than isolated incident.
- What to do: Note the specific attribute or error text when raising, as this helps distinguish it from a one-off SKU config gap.
Note: root causes and ticket numbers shift as things get patched or reopened, so this article needs regular upkeep. Treat it as last known state rather than permanently current.