Every customer issue, traced to the root cause.

TraceX is the AI engineer for your production issues. It reads the support email, investigates your database, logs and code, finds the root cause with evidence, and writes the fix.

Refund not received · Investigation LIVE

Maria Chen · to support · 9:41
My refund from last week still hasn't arrived. Order #48213.

Investigation Steps

• Intake
• Triage
• Evidence
• Root cause
• Action
• Resolve

Reading the email…
Checking database…
Reading the code…
Checking Sentry…
Root cause found

PostgreSQL
34 refunds with state = 'pending' since Oct 21
GitHub
Migration 0142 renamed pending → awaiting_payout
Sentry
No errors: the worker finds nothing to process

Live trace - read-only

Read the email order #48213 · refund

Planned checks:

• data
• code
• errors
• logs

SELECT state FROM refunds WHERE order_id = 48213

'pending'

Searched code for the refund filter refunds.py:42
Read 3 recent commits
7f3b10 renamed the state
Checked Sentry · refund-worker
0 errors
Tested: the worker skips the renamed state confirmed

Root cause: refund worker migration 0142 renamed the refund state, but refunds.py still filters on pending.

Confidence 0%

Expected: Refunds move to the payout queue within an hour.
Actual: The worker filters on pending, which no longer exists.
Fix ready: Low risk
Open pull request: Opened

Reply drafted:
Hi Maria, we found the problem and your refund is on its way.

Integrations

10 databases, code, logs and inboxes, connected read-only
Visible steps
6 in every investigation, from intake to resolve
Production writes
0 read-only access and read-only queries, always

How it works

From a customer email to a pull request.

01 · Intake

An issue comes in

A support email, a Slack message, a Jira ticket, or a question in the dashboard.

02 · Evidence

TraceX investigates

It queries your database read-only, reads the code and recent changes, and checks Sentry, Datadog and CloudWatch.

03 · Root cause

It proves the cause

A root cause with its confidence, what should happen versus what does, and the evidence for each claim.

04 · Action

It writes the fix

A pull request with the change and how to validate it, and a reply ready for your customer.

Investigations

The root cause, with the evidence to prove it.

TraceX works the issue the way your best engineer would: it reads the thread, plans what to check, and follows the data and the code until the cause is clear.

• Root cause, confidence and expected versus actual behaviour
• Every finding cites the record, code or log line behind it
• A fix as a pull request, and a drafted reply to the customer

Conversations

Ask about your systems in plain English.

How many refunds are stuck? Which customers were charged twice? What changed in checkout since Monday? TraceX looks it up and shows its work.

How many refunds are stuck, and since when?
Queried refunds · 34 rows
Read 3 commits in payments-api
Checked the answer against the evidence
34 refunds are stuck in pending, all created after migration 0142 shipped on Oct 21 12.

Fixes and code review

From the root cause to a pull request.

TraceX writes the smallest change that fixes the cause, explains its risk and how to validate it, and reviews your team's pull requests too.

app/workers/refunds.py
+1 −1
  def pending_refunds(db):
- − return db.refunds.filter(state="pending")
+ return db.refunds.filter(state="awaiting_payout")

Fix ready: Low risk
Open pull request: Opened

Validate: run the refund worker against staging; 34 refunds move to payout

Connected by design

Your whole stack. Read, never written.

TraceX reads your databases, code, errors, logs and inboxes together, so every answer comes from the whole picture. Access is read-only, and you can revoke it any time.

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.

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

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

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.