How many retries will Webhooks do, If End point is not accessible/throws error

[Eldhos]

HI Team,

When we use Webhooks, There might be a possibility of an Endpoint access issue due to network failure, Some Endpoint error, or an Endpoint server down due to many reasons.

In that situation, there is a chance of missing information sent from CDC.

To handle this situation CDC would have some Re-try mechanisms implemented.

Can anyone help me with how many retries CDC will do for one failed webhook message? Do we have any documentation for the same?

Any help will be appreciable.

Regards,

Eldhos Kurian

[olehi941 · Accepted solution]

Hi Eldhos,

I would highlight the following points taken from Webhooks documentation:
- Webhook notifications are delivered at least once.
- SAP Customer Data Cloud considers notifications delivered if a 2XX Success HTTP status code is received (for example, 200 OK, 201 Created, 202 Accepted).
- If we receive anything other than a Success response from your server, we will resend the notification at increasing intervals up to 1 hour.
- If the sending fails for any reason or we receive no response at all(we assume that your callback endpoint may be offline), retries for up to 3 hours.
- SAP Customer Data Cloud is able to detect when your server is back online and will automatically continue sending the notifications.

Another important piece of information that takes effect from Jul 1, 2023:
- Webhooks will be automatically deactivated/disabled, if their configured endpoint URL has not responded with an http status code of 200 for a continuous 7 days(You can review it here: Changes Requiring Your Attention, Title: Change of Behavior When Webhooks Fail).

As a summary, we have the next chain of sequence:
- Considers notification(s) delivered if got 2XX Success

- If got a response unlike 2XX -> retries for up to 1 hour

- If got no response at all -> retries for up to 3 hour

- If got no response at all for a continuous 7 days -> webhook becomes deactivated(you can re-activate the webhook in the console)

Hope this information was useful for you.