GO SUB: Handling Payment Failures and Order Creation Flow
If the subscription payment fails, the order will not be created and the contract will have a "Failed" status. By resolving the cause and returning the status to "active," you can reinstate the contract and retry creating the order. In this article, we will explain the flow of the response and the precautions that may occur depending on the timing of the return (possibility of orders being created twice in a short period of time).
If payment fails
決済が失敗した回の注文は作成されません。 The contract will have a "failed" status and a red "failed" labelwill be displayed in the subscription contract list/contract details on the management screen.復帰させるまで、以降の注文も作成されません。will be displayed. No further orders will be created until you reinstate it.
Steps to return to active
① Check the cause of failure
The error details will be displayed in the "Billing" field on the contract details page. The response varies depending on the cause.
在庫不足Insufficient inventory. と表示されます。カードエラーではなく、在庫切れが原因です。
カード関連エラーPAYMENT_METHOD_DECLINED など。カード会社による決済拒否などが原因です。
② Eliminate the cause (in case of card-related error)
Basically, card-related errors cannot be handled by the app. The customer will contact the credit card company to resolve the issue. If you need to update your card information, you can request a change to your payment information.
管理画面から依頼：契約詳細の「請求」欄 ＞「変更する」から、お客様へ決済情報の変更リクエストメールを送信（※ShopPayの場合はお客様よりShop (You need to change it from your Pay account)。
From your customer account:You can send an email from "Show details" > "Change payment method" and use the link to change it.
③Return the status to "active"
管理画面から：対象の契約（赤い「失敗」ラベル）を開き、ステータスの「変更する」＞「アクティブ」を選択します。 If you register without specifying a date, the next order will be created within 1 hour of processing.
If you enable "Also change the next order creation date", you can specify the next order date and time. If the order time is fixed in the plan settings, you cannot set the time, but if the current time you are working is after the set time, you can specify the next day at the earliest, and if it has not passed, you can specify from the same day.
お客様側から：アカウント画面の「詳細を表示する」＞「再開」ボタンからも復帰できます。 If you register without specifying a date, the next order will be created within 1 hour of processing.
If you want the customer to specify a date when restarting, you need to enable this function in the settings.
④Order creation will be retried
When you change it back to active,order creation will be attempted. You can check the creation status in the contract details.
⑤ Cycle after retry is successful
If the order in ④ is successful, the next order date will be reset starting from that day. Please note that the date setting will not be based on the originally specified date.
Example: If the cycle is every month
元の注文予定日：10月1日（決済失敗）
対応日：10月2日（契約をアクティブに変更・注文日を10月3日に設定）
注文作成日：10月3日
次の注文作成予定日：11月3日
また、プランに注文日の固定を設定している場合、この変更で日付を変更するとプランの日付からずれたまま注文が作成されるためご注意ください。
Example:Plan fixes the order date to the 1st of every month
Original scheduled order date: October 1st (payment failed)
Correspondence date: October 2nd (changed contract to active/set order date to October 3rd)
Order creation date: October 3rd
Next order creation schedule Date: November 3rd (Even if the plan is set to the 1st of every month, the date will shift depending on the active status)
[Note] Depending on the timing of your return, two orders may be created in a short period of time.
When reactivating a contract that failed to settle, if you select an order within 1 hour without specifying adate, two orders may be created for the same contract in a short period of time depending on the timing of reversion. Please be especially careful if you have enabled "Delivery date-based order creation".
If you return within this period, the returned order and the recalculated next order will be created in succession, resulting in a double order. If you want to avoid double orders, we recommend that you return the orderbefore the original next order date, orAfter the next delivery date has passedafter the next delivery date.
Behavior seen in setting example
The following settings are used as an example to show the behavior depending on the return timing.
- Minimum store lead days2 business days
- Closed day settingNone
- Initial order creation date and timeApril 1st 9:00 (this time payment failed)
- Order cycleMonthly (originally 5/1 → 6/1) …)
At this time, the danger period is "original order date 5/1 - next delivery date 5/3 (5/1 + lead 2 days)".
Order creation based on delivery date: OFF(invalid/based on order date)
| Item | Pattern① | Pattern② | pattern ③ | pattern ④ | pattern ⑤ |
|---|---|---|---|---|---|
| Payment failure timing | 4/1 9:00 | 4/1 9:00 | 4/1 9:00 | 4/1 9:00 | 4/1 9:00 |
| Change payment information/ status change |
4/1 9:30 | 4/3 10:00 | 5/5 10:00 | 5/1 8:00 | 5/1 10:00 |
| Create order | 4/1 around 10:00 | 4/3 around 11:00 | 5/5 around 11:00 | 5/1 around 9:00 | 5/1 around 11:00 |
| Possibility of second order within a short time | None | None | None | None※1 Reference | None |
| Next order creation date | 5/1 9:00 | 5/1 9:00 | 6/1 9:00 | 6/1 9:00 | 6/1 9:00 |
Order creation based on delivery date: ON(enabled)
| Item | Pattern① | Pattern② | pattern ③ | pattern ④ | pattern ⑤ |
|---|---|---|---|---|---|
| Payment failure timing | 4/1 9:00 | 4/1 9:00 | 4/1 9:00 | 4/1 9:00 | 4/1 9:00 |
| Change payment information/ status change |
4/1 9:30 | 4/3 10:00 | 5/5 10:00 | 5/1 8:00 | 5/1 10:00 |
| Create order | 4/1 around 10:00 | 4/3 around 11:00 | 5/5 around 11:00 | 5/1 around 9:00 | 5/1 around 11:00 |
| Possibility of a short second time | None | None | None*2 Reference | Yes5/1 10:00 (about 1 hour later) | exists5/1 12:00 (about 1 hour later) |
| Next order creation date | 5/1 9:00 | 5/1 9:00 | 6/1 9:00 | 5/1 10:00After creating the second item 6/1 10:00 | 5/1 12:00After creating the second item 6/1 12:00 |
Even if you return on 5/1, OFF will not become a double order because it will be determined that the original order date and time, 5/1 9:00, has already passed, and the next order will be sent to 6/1. On the other hand, with ON, the order is counted backwards from the delivery date, so the next order will always be around May 1st, resulting in a double order.
*1 (OFF/Pattern ④ is a borderline case)
If the order is created exactly at 9:00, it will be sent to 6/1, but if it is created around 8:00, 5/1 9:00 will be adopted, resulting in a double order at 9:00 on the same day. If you change your payment information around 8 o'clock and it is picked up in that batch, a second order may occur.
*2 (ON/Pattern ③ changes depending on the number of lead days)
If the lead is 2 days, the next delivery date will be 5/3, so it is safe to return on 5/5 as the danger period has passed. However, if the lead is 5 days (such as a contract where the customer postpones the delivery date), the next delivery date will be May 6th, and the return on May 5th will be within the danger period → a double order will occur. About the order time when a double order occurs with
ON In patterns ④ and ⑤ of
ON, the order time for the second and subsequent orders will be fixed to the time of return (e.g. 10:00/12:00). Even if the order time is fixed in the plan, it will not return to the original 9 o'clock.
