Declined Orders in Recurring Orders

Select an item to view the details.

If a subscriber's credit card is declined when their next order is set to recur, Recurring Orders will not be able to process the order successfully. You will receive an automatic email notification informing you that you have at least one failing subscription.

To view your failed transactions, follow these steps:

  1. From "Shopify Admin", select Apps.
  2. Select Recurring Orders & Subscriptions by Bold.
  3. Select Utilities.

    Select Utilities 

  4. Select Failed Transactions Log.

    Select Failed Transaction Logs 

  5. View the Error Info field to see why the order failed.

    error info 

That's it!

If you have the "Credit Card Denied (to Customer)" email notification enabled, an email will be sent to the customer asking them to update their payment information when a credit card is declined for a recurring order.

Visit Email Settings and Notifications Setup in Recurring Orders to learn how to enable this notification.

email notifications

Upon receiving the email, the customer will have to log in to the "Manage Subscription" area to update their payment information. Once this is complete, their order will generate the following day (within 24 hours).

Recurring Orders will attempt to charge the customer again the following day whether or not the customer updates their payment information. If the credit card is declined repeatedly their subscription will be deactivated.

You can configure how many days you would like the order to be retried before it is deactivated by following these steps:

  1. From "Shopify Admin", select Apps.
  2. Select Recurring Orders & Subscriptions by Bold.
  3. Select Settings.

    Select Settings 

  4. Select General.

    Select General 

  5. Scroll down to “How Many Days To Try A Failed Transaction” and select a number (1 - 15).

    select a number 

  6. Select Save.

    select save 

That's it!

Note: When a customer is deactivated they are moved to "Inactive Subscriber" status and will no longer be viewable under "Active Subscribers". Visit Reactivate an Inactive Subscriber to learn how to view and reactivate an inactive subscription.

An order may also fail due to "Insufficient Inventory" or inaccurate billing information attached to a credit card. Visit Inventory Management for Recurring Orders for more details about the insufficient inventory error.

Have more questions? Submit a request