Sections

• Issue
• Environment
• Resolution

Issue

The customer exists on the ecommerce platform but cannot be found in Recharge. 

Environment

Resolution

Most often the cause of this issue is a wrong checkout event. This can include using a custom checkout without passing the correct subscription details, using an unsupported ordering process like draft orders, or an issue with the Recharge widget integration on the store theme.

Resolving a missing customer is a two-step process. First, you will need to investigate the source of the issue, then add the customer into Recharge. 

Investigate the source of the missing customer

Step 1 - Review the order details on Shopify

Open the order on Shopify and review the order log. Shopify orders from Recharge are listed as coming from Recharge Subscriptions in the timeline and show the subscription link on the product summary.

Whereas orders that went through the wrong checkout display Online Store or Draft Order and do not include the subscription details in the product summary.

Step 2 - Investigate and replicate the source of the order

Online Store

If the order shows Online Store, run a test order to confirm the checkout is working as expected and the correct subscription details are passed through. 

If you are able to replicate the issue there is likely a problem with your Recharge widget setup. As a first step confirm that the Recharge code is correctly installed in your theme and the widget is published. 

If the widget is installed and published but issues are still occurring, the product page may have been customized. In this case, you should work with your developer or the page builder app’s team to resolve the issue. If you are not working with a developer currently, Recharge recommends hiring a third-party developer who is not employed by Recharge but are familiar with our app and how it functions in relation to other integrations. 

If you are testing the checkout process and are using a Buy Now or Dynamic checkout button it is important to note that these buttons are not compatible with the Recharge Checkout on Shopify. Review the Dynamic checkout guide for more information.

If you are not able to replicate the issue, the missing customer could be the result of a temporary glitch or connection issue and is not likely to occur again.

If you are on the Shopify Checkout Integration and you are able to replicate the issue with checkout, your integration with Recharge may be missing some required permissions. 

Reach out to the Recharge Support team to let them know you are seeing issues with customer coming through to Recharge and they can perform a permissions request to update your integration. When you submit your ticket be sure to outline the steps you’ve taken to replicate the issue and any example customers the team can use to investigate with.

If you are not able to replicate the issue, the missing customer could be the result of a temporary glitch or connection issue and is not likely to occur again.

Draft Orders

Draft orders are not compatible with subscriptions on Shopify or Recharge as they do not add the correct properties to the order. Customers must go through the storefront checkout process to be correctly subscribed to their products.

Add the customer to Recharge

Merchants on the Recharge Checkout on Shopify can manually add the customer to Recharge. This process involves creating the customer profile, adding the subscription product and sending the customer a link to add their payment method. Once the first subscription order is processed the customer’s profiles will sync with Shopify and the subscription will continue as expected. The initial order that was processed can be fulfilled as the first subscription order but will not be shown on the customer’s history in Recharge. 

Merchants on the Shopify Checkout Integration cannot manually create customers on Recharge. In order to correctly configure the subscription through Shopify customers must be processed through the online store checkout. Customers must checkout again to subscribe to the product. Once that order is processed you can confirm the customer’s creation on Recharge and their subscription will continue as expected.