Order, payment method, subscription, and customer statuses are useful indicators of the state of a customer or order.

This guide outlines how you can search and filter orders, and provides an overview of the different order, payment, subscription, and customer statuses.

Before you start

 The Orders page includes the following tabs:

• Processed – View your processed orders. Use the search or filter features to find specific orders.
• Upcoming – View your upcoming orders. Use the search or filter features to find specific orders.
• Charge errors – View errors associated with your orders. Use the search or filter features to find specific orders.
• Upcoming prepaid orders – View your upcoming prepaid orders.

View orders

Search processed orders

1. Click Customers in the Recharge merchant portal and select Orders from the dropdown.
2. Click the dropdown menu next to the search field and select an option to search for specific orders. For a description of each search option, expand the following table. 
3. Enter your information in the search field and press Enter on your keyboard. 

Filter processed orders

1. Click Customers in the Recharge merchant portal and select Orders from the dropdown.
2. Select the Processed tab.
3. Click + Add filter and choose your filter options. For a description of available filter options, expand the following table. 
4. Click Apply. 

Search upcoming orders 

1. Click Customers in the Recharge merchant portal and select Orders from the dropdown.
2. Select the Upcoming tab. 
3. Click the dropdown menu next to the search field and select an option to search for a specific order(s). Choose between customer email, the Recharge charge ID, or customer ID. For descriptions of the available options, expand the following table. 
4. Enter your information in the search field and press Enter.

Filter upcoming orders

1. Click Customers in the Recharge merchant portal and select Orders from the dropdown.
2. Select the Upcoming tab. 
3. Click + Add filter and choose the order date. 
4. Click Apply. 

Search and filter charge errors 

You can search and filter charge errors by clicking the Order errors tab in the Customers section. Refer to View and explore charge errors to learn more.

Order status

View the order status

You can view the order status in the customer’s profile in Recharge or via Recharge exports.

Method 1 – Customer profile in Recharge

1. Click Customers in the Recharge merchant portal and select Customers from the dropdown.
2. Search and select the customer.
3. Scroll to the charges section of the page and review the Recent orders.

Method 2 – Recharge exports

View order statuses from your Recharge exports:

1. From the Recharge merchant portal, click Tools & apps, then select Exports. 
2. Click Create export, and select any of the exports listed below.
3. Enter your email address to receive the export, and click Create export.
4. Access the export and view the order status in the Status column.

Though there is no single export for order status, you can find the order status types in the following exports:

• Charges - Queued: See all orders with a Queued status, for your upcoming orders and upcoming prepaid orders (if applicable).
• Orders - Processed: See all orders with a Success status.
• Orders - Error: See all orders with an Error status.
• Charges - Skipped: See all orders with a Skipped status.

Understanding the order status

An order may have one of the following statuses:

Subscription status

A subscription may have one of the following statuses:

View the number of active subscriptions

Method 1 – Customer page in Recharge

Click Customers in the Recharge merchant portal and select Customers from the dropdown. The number of active subscriptions appears in the Active subscriptions column. 

Method 2 – Customer profile in Recharge

View active and inactive subscriptions within an individual customer profile:

1. Click Customers in the Recharge merchant portal and select Customers from the dropdown.
2. Search and select the customer.

Subscriptions that have been cancelled, either by the customer or from reaching the max retry attempts, display a Cancelled status. Click the Actions dropdown and select Reactivate subscription to reactivate these subscriptions. 

Method 3 – Recharge exports

View active and inactive subscriptions within your Recharge exports:

1. From the Recharge merchant portal, click Tools & apps, then select Exports. 
2. Click Create export, and select Subscriptions - All from the export type dropdown.
3. Enter your email address to receive the export, and click Create export.
4. Access the export and view the subscription status in the Status column.

Payment method status

You may see any of the following statuses when viewing a payment method status:

View the payment method status

Method 1 – Customer page in Recharge

Click Customers in the Recharge merchant portal and select Customers from the dropdown. The status appears in the Payment method column.

Method 2 – Recharge exports

See valid and invalid payment methods from your Customers export:

1. From the Recharge merchant portal, click Tools & apps, then select Exports. 
2. Click Create export, and select Customers from the export type dropdown.
3. Enter your email address to receive the export, and click Create export.
4. Access the export and view the has_valid_payment_method column.
   • If the payment method is valid, this column displays "TRUE." If the payment method is not valid, this column displays "FALSE." Refer to Available exports in the Export Builder.

Understand customer status

Click Customers in the Recharge merchant portal and select Customers from the dropdown. You can determine the customer status using the Active subscriptions and Payment method columns.

Refer to the following examples:

Customer with a current, active subscription

This customer has an active subscription on file and a working payment method, with no order errors. 

Active subscriptions displays a number of one or more and Payment method shows valid.

Customer has passively churned

This customer has no active subscriptions because they have reached the allotted retry attempts. As the subscription order experienced a card error, the payment method is noted as Invalid.

 Active subscriptions displays as zero and Payment method shows invalid.

Customer with an error charge

This customer has an active subscription, but has an order experiencing a card error. 

Active subscriptions displays a number of one or more and Payment method shows invalid.

Customer has cancelled their subscription

This customer has cancelled all subscriptions on file and is considered actively churned. 

 Active subscriptions displays as zero and Payment method shows valid.

Recharge exports

See the number of active subscriptions and the payment method status within your Customers export:

1. From the Recharge merchant portal, click Tools & apps, then select Exports. 
2. Click Create export, and select Customers from the export type dropdown.
3. Enter your email address to receive the export, and click Create export.
4. Access the export and view the Number of active subscriptions and Has valid payment method columns.
   • number_active_subscriptions: The number of subscriptions that the customer is currently paying for.
   • has_valid_payment_method: If the payment method is valid, this column displays "TRUE." If the payment method is not valid, this column displays "FALSE."

Customer profile in Recharge

View the customer’s status within their profile:

1. Click Customers in the Recharge merchant portal and select Customers from the dropdown.
2. Search and select the customer.
3. Click Subscriptions to open their Subscription orders page.
4. Click See Details next to the Address ID.
5. The customer’s status is shown next to their Address ID.