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Read-only queries, real answers

PostgreSQL, MySQL and MongoDB, through read-only credentials. TraceX writes the query, runs it, and keeps only what it found.

PostgreSQL · production · read-only

SELECT id, order_id, state, created_at FROM refunds WHERE state = 'pending' AND created_at > '2026-10-21'

34 rows · read-only query · no rows stored

34 refunds are stuck in pending, every one created after Oct 21.

The change behind the problem

Code, commits and deploys through the GitHub App. TraceX finds the change that caused it and opens the fix as a pull request.

payments-api · recent commits
Retry card errors in checkout a1c9e2 · Oct 22
Migration 0142: rename refund state pending → awaiting_payout 7f3b10 · Oct 21

Root cause

Batch EU payouts 2d8e44 · Oct 20
Fix refund worker state filter #318

Opened by TraceX from the investigation · 1 file changed
Open

12 tests passed Review requested

The migration renamed the state; refunds.py still filters on the old one.

Errors, traced to the line

Issues and stack traces, matched to the deploy that started them.

checkout-web · issues
Error TypeError: Cannot read properties of undefined (reading 'amount')
chargeCard · first seen Oct 22, 14:02
node_modules/stripe/lib/charges.js create
src/checkout/payment.ts:88 chargeCard
src/checkout/submit.ts:41 onSubmit

It started with deploy a1c9e2: on a retry the payment intent is undefined.

The logs around the moment

TraceX searches the logs at the time of the issue and picks out the lines that explain it.

Logs · service:checkout
14:01:52 INFO POST /charge 200 order=48188
14:02:03 WARN card_error retry=1 order=48190
14:02:04 INFO POST /charge 200 order=48190
14:02:04 INFO POST /charge 200 order=48190
14:02:31 WARN card_error retry=1 order=48197
14:02:32 INFO POST /charge 200 order=48197

Each card error retried the charge without an idempotency key, so 6 orders were charged twice.

Logs Insights, written for you

TraceX writes the Logs Insights query, runs it, and reads the events.

CloudWatch Logs Insights · us-east-1

fields @timestamp, @message | filter @logStream like /refund-worker/ | sort @timestamp desc

10:03:00 INFO refund-worker: found 0 refunds to process 10:02:00 INFO refund-worker: found 0 refunds to process 10:01:00 INFO refund-worker: found 0 refunds to process 10:00:00 INFO refund-worker: found 0 refunds to process

The worker runs every minute and finds nothing: its filter no longer matches any refund.

Starts from the support inbox

Each new customer email starts an investigation, and ends with a reply ready to send.

support@ · inbox
Maria Chen
Refund still not received · My refund from last week still hasn't arrived. Order #48213.

Investigation started Root cause found · 93% Reply drafted by TraceX

Hi Maria, thanks for your patience. We found the problem and fixed it. Your refund is on its way.

Ask where your team works

Mention TraceX in a thread and get the answer, with its evidence, right there.

#support · Slack
P Priya 2:14 PM
@TraceX why was order 48190 charged twice?

TraceX APP
A card error retried the charge without an idempotency key, so the second attempt charged again 1. 6 orders were hit on Oct 22 2.

Tickets that come back solved

TraceX picks up the ticket, comments the root cause and links the fix.

SUP-212 · Support
Checkout times out on Safari
Reported by 3 customers · Priority high
To do In review
TraceX commented
Safari blocks the cookie the 3-D Secure frame needs, so the challenge never loads and checkout waits until it times out 1.
Fall back to a 3-D Secure redirect on Safari #321
Linked pull request

Databases

PostgreSQL, MySQL and MongoDB, with read-only credentials. TraceX learns your schema and how tables link, and runs read-only queries only.

Code

GitHub, through the TraceX GitHub App: code search, files, recent commits and deploys, pull requests and reviews.

Observability

Sentry issues and stack traces, Datadog and CloudWatch logs, correlated with the time of the issue.

Where issues arrive

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