Subscription orders and charges: Subscriptions docs

Subscriptions → Manage → Orders lists the orders your subscriptions have created, the next order each will create, and charges that failed. Use the view selector at the top to switch between views.

The five views

View	What it shows	Columns
Processed	Orders your subscriptions created.	Order, Date, Customer, Transaction status, Type, Total
Upcoming	The next order each subscription will create. Totals are estimates before discounts and taxes.	Subscription, Next order, Estimated total, Customer, Items
Billing paused	Charges held because a product is out of stock.	Subscription, Customer, Charge date, Out of stock, Held since, Skipped on
In dunning	Failed charges Chargezen is still retrying, or that need your action.	Subscription, Customer, Charge date, Status, Next retry, Last failure
Failed	Charges that ended without an order.	Subscription, Customer, Failed on, Outcome, Attempts, Last failure

In In dunning, Status reads Retrying · attempt N or Needs your action. Each row has Send payment update link and Process order now (or Retry this charge).
In Failed, Outcome is one of System error, Retries ran out, Cancelled, Paused, Skipped or Kept active (manual handling).
Filters in this list all have to match.

Open an order

Choose an order to see its products, fulfillment, payment (subtotal, discounts, shipping, taxes, total, refunds) and which charge created it. Order actions has:

Refund in Shopify: opens the order in Shopify to refund it.
Cancel order: only for unfulfilled orders that haven't been refunded.

Choose a reason

In Cancel order, pick a Reason: Customer changed or canceled order (the default), Items unavailable, Fraudulent order, Payment declined or Other.

Add a note

Optionally add a Staff note. It's added to the order in Shopify; customers don't see it.

Pick the options

Restock items and Notify customer start ticked. Tick Refund payment to refund the original payment method. Without a refund, the payment stays captured.

Confirm

Choose Cancel order. Shopify cancels the order and it won't be fulfilled. This can't be undone.

Open a charge

Upcoming and failed rows open a charge page titled Upcoming charge or Failed charge with the date.

Badges: Scheduled, Not scheduled, Retrying, Needs your action, System error or Retries ran out.
An upcoming charge shows Product subtotal, Shipping and Estimated total, with Reschedule and Process order now. Shopify applies discounts and calculates taxes when it creates the order.
A failed charge shows Attempts, Next retry and Last failure (the reason the payment failed), with Retry charge now and Send payment update link.

Payments and logs on a subscription

Recent orders lists each order with payment and fulfillment status. Show details lets you Reschedule or Release early a paid prepaid shipment.
Payments lists each attempt as Processed, Action required, Failed, Processing or Unconfirmed. A current failure has Update payment method and Retry this charge. When the bank asks the customer to confirm a payment, use Copy authentication link to send it to them.
Logs show every event with who made it. Filter by All, Orders, Payments, Dunning, Changes or Notifications, and pick a Time zone: your workspace, your browser or UTC.

Notifications in the log

A notification entry means Chargezen handed the message to the email or text service. It doesn't confirm delivery. See delivery results on Subscription notifications.

Troubleshooting

Cancel order is missing

Fulfilled orders can't be canceled here. Refund or return items in Shopify.

A charge says Needs your action

Retries are stopped until something in your store or Shopify is fixed. The notice on the charge says what. See Charge errors.

Why is a charge under Billing paused?

Inventory guard held it because a product is out of stock. It's charged when everything is back, or skipped when the next order would bill. See Price changes and stock.

Failed payment recovery: how Chargezen gets renewals paid.
Glossary: decline code, involuntary churn, order fulfillment.

Subscription orders and charges