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Troubleshooting: How a customer added a discontinued product

Shopify Checkout integration Migrated Shopify Checkout Integration

Sections

Issue

A customer was able to add a discontinued product to their order.

Environment

Platform:
  • Shopify Checkout Integration
  • Migrated Shopify Checkout integration

Resolution

Check subscriptions

When a product is discontinued they are not automatically removed from existing subscribers. See Discontinue products for existing subscribers to resolve these issues.

Check Suprise & Delight

If your store uses Surprise and Delight incentives, discontinued products are not automatically removed from existing orders. Contact the Recharge Support team at least three days before processing the order to remove the discontinued gift product.

Check RechargeSMS

If your store uses RechargeSMS, customers may be able to order discontinued products because it doesn’t automatically sync with Shopify updates.

To resolve this, you must manually resync or archive products by following the steps in our Managing products in RechargeSMS document.

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