Bundles orders created without contents

Issue

Bundles order processed through to Shopify without the customer's contents.

Environment

Resolution

There are a few situations where bundle orders may be created without contents:

Situation 1 - Bundle was added through the customer portal

On the Bundles product page, customers must select their product options before adding the bundle to the cart. However, in the customer portal, the content selection is done after the product has been added. Customers are automatically redirected to the product page to choose their contents, however, if they do not complete the selection process their order may be created without contents. If the customer missed that step, reach out to them and request that they login to their portal and choose content for future bundles and edit the order in Shopify to add their contents.

Situation 2 - Check if the bundle is published

The bundle must be published for the widget to appear on the storefront, and the contents must be added. 

Publishing is the final step in the bundle creation process. Click the pencil icon to complete the bundle configuration, then publish.

Situation 3 - The contents of the bundle are set to reset, but the customer has not updated their content, and you have not selected fallback content

You can use the automatic reset option to allow customers to update their product contents before every order. If you select the option to reset the bundle, customers must update their content selections before each order. You can configure fallback contents to prevent customers from receiving orders without products. Fallback contents are not supported for dynamic bundles.

Orders will appear empty until a customer chooses their content if you have the option to reset bundles enabled, but have not selected fallback content.

Reach out to the customer and ask them to log in to their portal, select content for future bundles, and edit the order in Shopify to add their content to resolve this issue. Edit the bundle to configure fallback contents.

Situation 4 - Customer swapped the product outside of Bundle

Bundles must be changed using the Update contents button in the customer portal. If the customer swaps to a bundle product they are automatically redirected to the product page to choose their contents, however, if they do not complete the content selection process their order may be created without contents.

If the customer missed that step, reach out to them and request that they log in to their portal and choose content for future bundles and edit the order in Shopify to add their contents.

Situation 5 - Disconnect with the order at checkout

If the issue occurred after a customer purchased a bundle at checkout, there is a way to resync the bundle contents. 

1. In the Recharge merchant portal, select Customers and click Orders.
2. Search for the customer and click on the Recharge order ID to open the Order details page.
3. Click on the three-dot menu (...) in the top-right corner of the order.
4. The Add bundle contents option will appear in the dropdown menu if conditions are met. 
5. Click on Add bundle contents.

You will receive a "This order has been processed" message if the contents have been updated successfully. 

If you do not see this feature, contact Recharge Support to enable this tool. 

Situation 6 - Bundle was purchased using Quick View or cart abandonment email

Adding a customizable bundle through Quick View or the cart abandonment email is not supported for bundles. Bundles must be purchased using the Bundles widget on the product page.

Situation 7 - An error with the order caused Recharge to be unable to edit and add the contents

When viewing the order on Shopify click Edit. This will prompt the Shopify system to display an error outlining why the order could not be updated. Examples include:

• Invalid billing address
• Currency is different to store's currency
• The order was automatically fulfilled before it was edited to include the Bundle contents. Fulfilled orders cannot be edited so automatic fulfillment should be disabled or adjusted to ensure enough time for Bundle contents to be added.
• The order was not created by Recharge Subscriptions or Online Store. Orders created by other apps cannot be adjusted by Bundles.

To resolve correct the issue noted in the error and use the Edit function to add the contents to the order. If you cannot resolve the issue:

1. Cancel the order.
2. Resolve the issue and adjust the contents on the customer's profile in Recharge.
3. Manually process the next queued order.

Situation 8 - Fulfillment processes initiated early 

To ensure bundle orders are processed correctly, Recharge edits the Shopify order to add the bundle contents. The process to add the bundle content changes slightly depending on the type of bundle:

• Preset bundles: The contents of the bundle are not initially included in the Shopify order for both checkout and recurring orders. Recharge edits the Shopify order after it's created to add the bundle contents.
• Fixed-price customizable bundles: The contents of the bundle are not initially included in the Shopify order for checkout orders. Recharge edits the Shopify order after it's created to add the bundle contents.

This method may cause issues with certain fulfillment systems that process Shopify orders immediately after they’re created but before Recharge has added the bundle contents. As a result, some orders may not include the necessary items for fulfillment. To avoid this, Recharge recommends waiting a few minutes after the order is created before initiating any fulfillment processes, allowing time for the bundle contents to be added to the order.