The Failed Billing Report shows each failed billing attempt made by Stay AI for customers' recurring subscription orders. It is important to note that while Stay AI keeps track of billing failures, Stay AI doesn't handle the billing process, that is handled by your payment processor (Shopify Payments, Pay Pal, Apple Pay, Stripe, Braintree, Authorize.net, etc.).
Billing Attempts can also fail for other reasons like inventory shortages. These are also noted in the data.
For more information on failed billing recovery and out of stock inventory settings please see this article: How to Set up your Billing / Inventory Settings
Navigating to the Failed Billing Report
Open your Shopify account and navigate to the Stay AI App.
Locate and click on the 'Customers' option in the left-hand navigation menu.
Look for the 'Failed Billing Reports' tab or link within the Customers section and click on it to access the report.
Understanding the Failed Billing Report
The failed billing report contains seven columns:
Billing Attempt Date - The date of the billing attempt
Error Code - Identifies the type of billing error or issue. These are provided by the processor and can be somewhat generic.
Error Message - These are descriptive texts of the error and typical provide a more meaningful definition of the error.
Projected Sales Price - The sum of all the product costs and shipping costs minus any discounts from codes.
Customer Name - The customer's first and last name.
Customer Email - The customers's email.
Searching, Filtering, and Exporting
Currently, can filter and search the Failed Billing Report using Error Code and Error Message by using the search bar or clicking the Filters button. You can also filter by date range, by clicking the date box under From at the top of the page.
Currently, filtering and searching by Subscription ID, Email, Customer Name, and Sales price are not available.
After filtering your report, you can export it to an email of your choice by click the Export button, entering your email, and clicking Submit.
Error Codes and Error Messages
This is a list of most error codes and messages that you'll encounter from failed billing attempts. If an Error Code or Error Message that is not on this list is causing you confusion, please reach out to the Stay AI team for assistance.
Agreement was canceled
Field: api_errors Error: credit_card_is_expired
The credit card has expired
Your card has expired.
Your card's expiration month is invalid.
Your card's expiration year is invalid.
Instruct the customer to retry the transaction using an alternative payment method from the customers PayPal wallet. The transaction did not complete with the customers selected payment method.
Payment method is not ready
Street address and postal code do not match. For American Express: Card member's name, street address and postal code do not match.
The credit card number is invalid
The transaction has been declined because of an AVS mismatch. The address provided does not match billing address of cardholder.
This transaction has been declined
Transaction failed but user has alternate funding source
User's account is closed or restricted
Your card number is incorrect.
Your card's security code is invalid.
Payment has already been made for this InvoiceID.
This transaction has been declined
Your card does not support this type of purchase.
Your card has insufficient funds.
Your card was declined.
Payment method was revoked
One or more items is currently out of stock
One or more items is currently out of stock; the current minimum threshold for shipping is X and the current in stock order value is X
An error occurred while processing your card. Try again in a little bit.
Failed to create order.
There was a problem processing the payment for this billing attempt
Unexpected failure while processing billing attempt.
credit_card_not_found - A Shop Pay specific error
If a subscription receives a
credit_card_not_found error on billing attempt, it means the card within the Shop Pay profile is either expired, has insufficient funds, is not supported, or has information that doesn't match with the bank's records. Please ask customers to do the following:
From a desktop/laptop device, navigate to shop.app and have them login to their account.
Within the Active orders section, select the subscription order that has experienced a failed payment
Scroll to the bottom of the order and select Edit payment method
Ensure that a valid card is selected or added to the subscription
Select Update to update the payment method used for this subscription order
Please Note: If the customer continues to experience problems after updating their card, then the customer will need to reach out directly to the Shop Pay team. This information was provided to Stay AI by our Shop Pay team:
How to fix failed billing errors?
Occasionally, cards fail due to processor errors or bank errors and require the customer to retry their payment. However, in some cases the customer needs to update their card.
This can be accomplished by the customer from the Customer Portal by having them click the Update Payment Method button in the Update My Info menu or by having them click the card they wish to update under the Payment Methods section of the Customer Portal.
This will trigger an email from Shopify that will provide instructions and a link to update their card. The email can be found in Shopify under Settings > Notifications > Customer payment method update request.
If a customer has multiple payment methods, they can set all subscriptions to a single payment method under the Payment Methods page or they can choose which payment method is associated with a specific subscription from the Update My Info on that subscription.
For customers that checked out with credit card and not an accelerated payment method like Shop Pay, Pay Pal, or Apple Pay, it is possible to replace their card from the Customer Page in Shopify.
More information can be found here:
For customers who had their billing fail due to inventory issues, you can advise them to swap products or move their order date to when inventory will be back in stock.