Sections

• Issue
• Environment
• Resolution

Issue

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

Environment

Resolution

If the customer has not selected their bundle contents before the content selection window closes, the order will process without contents. It is recommended to create fallback contents for fixed-price bundles to avoid blank bundle orders. Fallback contents are not supported for dynamic bundles.

Orders without contents can be manually edited in Shopify to add the contents for fulfillment.

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 contents added. 

Publishing is the final step in the bundle creation process. Click the pencil icon to complete the bundle configuration and publish once completed.

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 are required to update their content selections before each order. You can configure fallback contents to prevent customers from receiving orders without products.

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 request that they log in to their portal, choose content for future bundles, and edit the order in Shopify to add their contents 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 - 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 6 - 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.