Subscription Order Errors

Subscription plans rely on many different components in your store in order to generate recurring orders for your customers. Products, price lists, fulfillment and payment details all need to be set up correctly so the process can be as automated and smooth as possible.

If there is an issue when the system tries to create or open a subscription order, an email will be sent noting which plan is affected along with the error message. You can refer to this article for more detail on what the errors mean and how to resolve them.

Note that in every case except payment errors, the order is prevented from being created or opened. Once the subscription plan has been updated to resolve the error, you can retry the order from the Generated Orders tab in the plan by clicking the Error icon.

For payment errors, the order will still be opened, however it will be unpaid. This gives you the opportunity to manually review and reach out to the customer for payment if needed.

Customer Errors

• Customer has been deleted
  • The customer account associated with this plan has been deleted. If you did not intend to delete the customer and need to continue with the plan, you will need to contact our support team to restore the account. If you don't need to continue with the plan, you can cancel the plan.

Product Related Errors

• Package has been deleted on the price list
  • You will need to ensure the package is re-added to the price list, then edit the subscription plan, remove the old product/package entry and re-add the new one.

Fulfillment Related Errors

• Fulfillment strategy has been deleted
  • You will need to update the plan and select another fulfillment strategy. This strategy will also need to meet all the usual requirements for Subscriptions -- i.e. be a recurring schedule, be enabled for subscriptions on the price list and have at least one frequency defined. After choosing the new fulfillment strategy, you should also review the upcoming order dates to ensure they align with the desired frequency.
• Fulfillment minimum not met
  • The selected fulfillment strategy has a minimum order value and the subscription order does not meet the minimum. Either update the subscription plan so that it does meet the minimum, or change or disable the minimum on the fulfillment strategy.
• The fulfillment date you selected is not available
  • The fulfillment strategy schedule was updated such that the date the order is set to be fulfilled is no longer valid on the strategy. Either update the strategy so the date is valid, or change the dates on the subscription order and plan to align with the new schedule.
• The pickup time slot you selected does not exist
  
  • Update the subscription plan and select a new time slot

Payment Related Errors

• Payment strategy has been deleted
  • The payment strategy assigned to the subscription plan has been deleted. You will need to edit the plan and choose a new payment method.
• Gateway payment error
  • The attempt to process payment on the customer's selected payment method (i.e. credit card or ACH) has failed. There are many reasons a payment may fail, including insufficient funds, expired or invalid credit cards, etc. You can retry capturing the payment, but if it continues to fail you will need to reach out to the customer for alternate payment.

Other Errors

• InventoryError: Experiencing high volume
  • At time where the system is extremely busy, this error may occur. Retry the order from the affected plan's Generated Orders tab and it should open