Sections

• Issue
• Environment
• Resolution

Issue

There are customer’s orders with a charge error that list an UNEXPECTED_ERROR and the order fails to process. Unexpected error is present in the Errors column and hovering over ‘i’ for error message details shows unexpected_error in the popup window.

Accompanied error message details can vary depending on the payment processor in use and the issue experienced.

Environment

In Customers, select Order errors to view charge errors in the merchant portal.

Resolution

An unexpected error can have varying error message details. Check the error message details and follow any instructions included:

1. Go to the Customers page, search and select the affected customer in the merchant portal.
2. In the Customer details page, view the Error dropdown or click the charge error notification in the red top bar.
3. Click the view charge error link below UNEXPECTED_ERROR for more added details.

If ‘failed to create orders’ is in the error details

Manually retry the charge to see if the error clears. Click the three dots next to the Error column and select Retry charge.

If the unexpected error has a ‘bad request’ check discounts codes on your platform

Determine whether any outdated discount code or discounts from your ecommerce platform caused an error by reviewing the following:

1. Confirm whether any discounts were used when the customer tried placing the order.
   • From Customers page in the merchant portal, select the customer name to open the Customer details page.
   • Click the Upcoming Orders dropdown and locate the affected order.
   • In the charge summary, check the discount field and determine whether the discount used is up-to-date.
2. Check your discount code settings configured in Recharge, to see if it matches the discount code settings configured in your ecommerce platform.
3. If a discount code is present on your ecommerce platform but not Recharge, you may need to remove the code or re-add it to Recharge.

If you have ShopifyInvalidShippingPhone - BAD REQUEST in the message

A recent Shopify update may cause an "Error triggering shopify_payments billing attempt: ShopifyInvalidShippingPhone - BAD REQUEST. We are looking into the problem." error if your Shopify checkout settings require a phone number for the shipping address.

To find this setting, go to Shopify Admin, then Settings -> Checkout -> Customer Information.

If the phone number field is blank, this will trigger a UNEXPECTED_ERROR.

To resolve this error add a phone number to the customer Shipping address.

If there is limited information in the error message

When there are minimal details included in the error message or too many variables without error context, reach out to Shopify support or contact your payment processor support for further assistance.

If the errors still persist after troubleshooting

Reach out to Shopify support and contact your payment processor support for further assistance.