Use enhanced charge history to troubleshoot charges
Enhanced charge history provides a charge status timeline in the merchant portal, allowing you to see what affected the charge and troubleshoot errors more easily.
This guide provides an overview of what is covered by the enhanced charge history and the activity types recorded when a charge changes.
Enhanced charge history overview
Enhanced charge history provides a list of activities that affected the charge, along with an actionable message and next steps for errors. Each activity includes more detailed information when you click its title. The details shown will depend on the type of activity.
Access the Charge details for more information about the charge:
- In the merchant portal, select Customers and click Order errors.
- Click on the Charge ID to open the Charge Details page.
- Click View error for more information about the charge error.Additional details
Charge activity availability and timeline
The table below outlines each charge activity that may appear on a payment and explains the specific event that triggers it. These activities help you understand the full lifecycle of a charge, including billing attempts, payment outcomes, retries, refunds, credits, and order-related errors.
Released
Activity |
When activity is recorded |
Created |
A charge is created. |
Payment failure |
There was a problem charging the customer |
Payment success |
An order was successfully charged |
Inventory failure |
There is not enough inventory to fulfill the order. |
Payment attempt initiated |
Billing is triggered and payment is attempted via SEPA. Billing is triggered and payment is attempted via Shopify Payments (Jan 15, 2024) |
Payment attempt challenged |
A payment is blocked by 3DSecure and requires the customer to accept the payment. |
Card updated now pending next attempt |
The customer updated their payment method, while in Dunning, and the charge is queued up again for processing. |
Max retries reached |
When Recharge stops trying a failed payment. This depends on the Dunning rules configured for charges. |
Variant error |
The processing of an order failed because the variant has been deleted from Shopify. |
Refund success |
Refund was processed successfully. |
Credit applied |
Credits were used to pay for (part of) an order. |
Credit refunded |
Credits were refunded due to a processing error. |
Refund initiated |
A refund was triggered for SEPA payments. |
Refund failure |
Something went wrong refunding the customer. |
Shipping charge activities
Shipping charge activities display shipping errors in the charge timeline. Each activity includes a description to help resolve shipping errors.
Shipping charge activity types
Activity |
Description |
Shipping rate retrieval success |
The shipping rates were successfully retrieved and applied to the charge. |
Shipping rate retrieval failure |
There was a problem getting the shipping rates. |
Charge activity subtype for shipping rates
Activity |
Description |
| Shopify rates | Recharge is attempting to retrieve rates from Shopify. |
| Fallback rates | Rates are being checked based on the previous charge along with imported rates from Shopify that Recharge has kept a record of. Refer to How does Recharge fetch shipping rates for stores on the Shopify Checkout Integration? for more information. |
| Stored rates | Stored rates are used when using the conserve rates setting or when setting up a manual rate. |
