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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.
M
Maria Chen · to support · 9:41
My refund from last week still hasn't arrived. Order #48213.
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 traceread-only
Read the emailorder #48213 · refund
Planned 4 checksdata · code · errors · logs
SELECT state FROM refunds WHERE order_id = 48213'pending'Searched code for the refund filterrefunds.py:42
Read 3 recent commits7f3b10 renamed the state
Checked Sentry · refund-worker0 errors
Tested: the worker skips the renamed stateconfirmed
Root cause refund worker
Migration 0142 renamed the refund state,but refunds.py still filters on pending.
Confidence93%
ExpectedRefunds move to the payout queue within an hour.
ActualThe worker filters on
pending, which no longer exists.Reply drafted
Hi Maria, we found the problem and your refund is on its way.
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How it worksFrom a customer email
See an investigation From a customer email
to a pull request.
TraceX investigates
It queries your database read-only, reads the code and recent changes, and checks Sentry, Datadog and CloudWatch.
It proves the cause
A root cause with its confidence, what should happen versus what does, and the evidence for each claim.
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
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
Root cause refund worker
Migration 0142 renamed the refund state,but refunds.py still filters on pending.
Confidence93%
ExpectedRefunds move to the payout queue within an hour.
ActualThe worker filters on
pending, which no longer exists.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.
- Answers from your databases, code and logs, never from guesswork
- Each step shown as it happens, each claim cited
- Spreadsheets, CSV and PDF exports when you need them
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 1 2.
| Day | Stuck |
|---|---|
| Oct 21 | 12 |
| Oct 22 | 14 |
| Oct 23 | 8 |
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.
- A reviewed diff with its risk level
- Validation steps in the description
- Reviews on every PR, with one-click suggestions
app/workers/refunds.py+1 −1
def pending_refunds(db):
− return db.refunds.filter(state="pending")
+ return db.refunds.filter(state="awaiting_payout")
Validate run the refund worker against staging; 34 refunds move to payout
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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.
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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-onlySELECT id, order_id, state, created_atFROM refundsWHERE state = 'pending' AND created_at > '2026-10-21'
| id | order_id | state | created_at |
|---|---|---|---|
| rf_9921 | 48213 | pending | Oct 21 09:12 |
| rf_9934 | 48190 | pending | Oct 21 11:40 |
| rf_9958 | 48236 | pending | Oct 22 08:03 |
| rf_9987 | 48271 | pending | Oct 23 16:55 |
| … 30 more rows | |||
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 commitsRetry card errors in checkout a1c9e2 · Oct 22
Migration 0142: rename refund state pending → awaiting_payout 7f3b10 · Oct 21
Root causeBatch EU payouts 2d8e44 · Oct 20
Fix refund worker state filter #318
OpenOpened by TraceX from the investigation · 1 file changed
12 tests passedReview 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· issuesErrorTypeError: Cannot read properties of undefined (reading 'amount')
chargeCard · first seen Oct 22, 14:02
node_modules/stripe/lib/charges.jscreatesrc/checkout/payment.ts:88chargeCardsrc/checkout/submit.ts:41onSubmitIt 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:checkout14:01:52INFOPOST /charge 200 order=48188
14:02:03WARNcard_error retry=1 order=48190
14:02:04INFOPOST /charge 200 order=48190
14:02:04INFOPOST /charge 200 order=48190
14:02:31WARNcard_error retry=1 order=48197
14:02:32INFOPOST /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-1fields @timestamp, @message| filter @logStream like /refund-worker/| sort @timestamp desc
10:03:00INFOrefund-worker: found 0 refunds to process
10:02:00INFOrefund-worker: found 0 refunds to process
10:01:00INFOrefund-worker: found 0 refunds to process
10:00:00INFOrefund-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@· inboxMaria Chen
9:41Refund 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· SlackP
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.
✅ 2🙏 1
Tickets that come back solved
TraceX picks up the ticket, comments the root cause and links the fix.
SUP-212· SupportCheckout times out on Safari
To doIn reviewReported by 3 customers · Priority high
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
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- Install with one line on macOS and Linux
$ tracex -c› fix the refund worker filter Edit app/workers/refunds.py - state="pending" + state="awaiting_payout" Apply? (y/a/n) y Run pytest tests/test_refunds.py? (y/a/n) y ✓ 12 passed
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