SmartOrder — IDEXX online ordering and order matching
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eVetPractice (IDEXX) experienced a critical incident: SmartOrder — IDEXX online ordering and order matching. ServiceAlert observed recovery on Sep 29, 2026.
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Incident Lifecycle
Affected Components
SmartOrder - Online Inventory Ordering
Incident Timeline
Investigating
SmartOrder is currently experiencing two issues affecting IDEXX online ordering in Cornerstone. These are both related to IDEXX integration but are being tracked as distinct problems.
At this time, IDEXX orders submitted through SmartOrder within Cornerstone may fail to complete successfully or may need to be retried. This does not appear to affect every order, but online ordering is not fully reliable while we investigate.
We are also aware of a separate issue in which IDEXX orders placed outside of Cornerstone (for example, by phone or through IDEXX Online Ordering) are not being sent to SmartOrder so they can be returned to Cornerstone for matching or receiving.
Practices are encouraged to place IDEXX orders by phone or through the IDEXX portal when online ordering from Cornerstone is unsuccessful, and to enter those orders manually in Cornerstone until service is restored.
Our teams are actively investigating both issues and will share updates as more information becomes available.
At this time, IDEXX orders submitted through SmartOrder within Cornerstone may fail to complete successfully or may need to be retried. This does not appear to affect every order, but online ordering is not fully reliable while we investigate.
We are also aware of a separate issue in which IDEXX orders placed outside of Cornerstone (for example, by phone or through IDEXX Online Ordering) are not being sent to SmartOrder so they can be returned to Cornerstone for matching or receiving.
Practices are encouraged to place IDEXX orders by phone or through the IDEXX portal when online ordering from Cornerstone is unsuccessful, and to enter those orders manually in Cornerstone until service is restored.
Our teams are actively investigating both issues and will share updates as more information becomes available.
Jun 23, 2026 at 12:21 PM UTC
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