[GO SUB: Important] Explain the order failure when stocking out, setting of failure avoidance and procedure in the event of failure

Dec 9, 2024

Thank you for always using Go Sub.

Starting from September 2024, due to changes in the Shopify API used by the GoSub system, if the setting "Continue selling when out of stock" is not enabled on the Shopify product settings page and the product is out of stock, subscription orders will fail.

In this article, we will explain the causes of the failures, the steps to avoid them, and how to respond when a failure occurs.

Confirmation of product settings (Inventory settings) Causes of failure Inventory settings to avoid failure Confirmation of order failure (Insufficient inventory error) Response to failure (Inventory adjustment and status change) ①Adjust inventory ②Return the contract status to active Notify the store side of the failure Summary

Confirmation of product settings (Inventory settings)

Please check the 'Inventory' field of the relevant product in Shopify product management.

Causes of failure

If the settings are as follows: 'Track inventory' and 'Continue selling when out of stock', then subscription orders after the inventory reaches zero will fail.

Inventory settings to avoid failures

First, if the product does not require inventory management (such as digital products or membership fees), it is recommended to set "Track inventory" to off.

If you do not track inventory, failures due to stockouts will not occur.

If inventory management is necessary and you want to avoid order failures even when stock is low, please set "Continue selling even when out of stock" to on.

*Please note that if you turn on "Continue selling even when out of stock," orders will continue to be created even if inventory is negative, so please be cautious.

Order failure confirmation (Insufficient inventory error)

If a subscription order fails, the status will change to "Failed."

If the error message in the billing section of the target contract displays " Insufficient inventory ", it indicates an error due to out of stock.

*If this section shows anything other than "Insufficient inventory", the error is not due to out of stock but rather some issue with the payment information being used. Errors caused by payment information cannot be verified by our company.

Response to failure (inventory adjustment and status change)

The response when an order fails due to out of stock is as follows.

① Adjust the inventory

Please add inventory for the target product.

② Change the status of the contract back to active

Be sure to complete the inventory adjustment in ① before proceeding.

Open the target contract in the GoSub management screen and change the status from failed to active.

After changing to active, the order will be recreated within 1 hour.

Please also check the relevant help pages .

Notify the store of failures.

It is recommended to set up notifications to the store in case of order failures.

In the GoSub management screen > Settings > Notifications, please turn on the 'Payment Failure Notification Email' in the store notification email section.

Notifications will be sent not only for failures due to out-of-stock items but also for other payment-related order failures.