Viewing orders, subscriptions, and customers
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
- From the Recharge merchant portal, click Orders and select the Processed tab.
- 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.
- Enter your information in the search field and press Enter on your keyboard.
Search options for processed orders
Search option |
Definition |
| Customer email |
The customer’s email address associated with the order. |
| External order number |
The order number shown in your Orders section in Shopify. You can also find this in Recharge via the Charges or Orders exports. Note: The external order number is only available to Shopify merchants.
|
| External customer ID |
The customer ID in your ecommerce platform:
|
| External order ID |
The order ID in your ecommerce platform:
|
| Recharge customer ID |
The customer ID in Recharge. Find this via the Customers export. Additionally, from the Recharge merchant portal click Customers and search and select the customer to open their account page. Click the ellipsis in the Customer Overview section to view the Recharge customer ID. |
| Recharge address ID |
A unique string of numbers used to identify the customer’s subscription in Recharge. Find this via the Charges exports or the Orders exports. |
| Recharge order ID |
The order ID in Recharge. Find this via the Orders - Processed export, or by unfurling the order in the Charges section. |
| Recharge charge ID |
The charge ID in Recharge. Find charge IDs in Recharge via the Orders - Processed export, or by unfurling the order in the Charges section. |
Filter processed orders
- Click Orders in your merchant portal and select the Processed tab.
- Click Filters and choose your filter options. For a description of available filter options, expand the following table.
- Click Apply filters.
Filter options for processed orders
Filter option |
Definition |
| Order created date |
Filter your orders based on when they were created. Choose between the following options:
|
| Prepaid |
Choose if you want to see Prepaid orders. Use the radio buttons to select Prepaid or Not prepaid. |
| Order type |
Choose the type of orders you want to see. Use the radio buttons to select Checkout or Recurring. |
Search upcoming orders
- From the Recharge merchant portal click Orders and select the Upcoming tab.
- 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.
- Enter your information in the search field and press Enter.
Search options for upcoming orders
Search option |
Definition |
| Customer email | The customer’s email address associated with the order. |
| Recharge charge ID | A unique string of numbers given to each charge in Recharge. Find charge IDs in Recharge via the Orders - Processed export, or by unfurling the order in the Charges section. |
| Recharge customer ID |
A unique string of numbers that identifies a specific customer and is tied to their email address. Find customer IDs in Recharge via the Customers export. You can also manually find the customer ID of an individual customer. From the Recharge merchant portal click Customers and search and select the customer to open their account page. Click View more information under the customer's name. |
Filter upcoming orders
- From the Recharge merchant portal click Orders and select the Upcoming tab.
- Click Filters and choose the order date.
- Click Apply filters.
Filter options for upcoming orders
Filter option |
Definition |
| Order date |
Filter your upcoming orders based on the order date.
|
Search and filter charge errors
You can search and filter charge errors by clicking the Charge errors tab in the Orders 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
- From the Recharge merchant portal click Customers.
- Search and select the customer.
- Scroll to the charges section of the page and review the Recent orders.
Method 2 – Recharge exports
View order statuses from your Recharge exports:
- From the Recharge merchant portal, select Exports.
- Click Create export, and select any of the exports listed below.
- Enter your email address to receive the export, and click Create export.
- 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.
Understand order status
You may see any of the following statuses when viewing an order's status:
Order status |
Definition |
| Success |
The order was placed and charged correctly. |
| Queued |
The upcoming order has not yet been processed. |
| Refunded |
A full refund has been issued for the order. |
| Partially Refunded |
A partial refund has been issued for the order. |
| Skipped |
The customer has skipped a recurring order. |
| Error |
The order was not able to be processed, either due to a card error, product error, or shipping error. |
Subscription status
You may see any of the following statuses when viewing a subscription's status:
Subscription status |
Definition |
| Active | The subscription is active and has not been cancelled by the customer, or by reaching the max retry attempts. |
| Cancelled | The subscription has been cancelled by the customer or has reached the max retry attempts. |
| One-Time |
Note: This status is only applicable to merchants using the Recharge Checkout on Shopify.
Within the Purchase Items CSV, this status is used to indicate recorded purchases that were one-time or included in a mixed cart of items. It is used to differentiate from subscription purchase items. |
View the number of active subscriptions
Method 1 – Customer page in Recharge
From the Recharge merchant portal, click Customers. 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:
- From the Recharge merchant portal click Customers.
- 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 Actions and select Reactive subscription to reactivate these subscriptions.
Method 3 – Recharge exports
View active and inactive subscriptions within your Recharge exports:
- From the Recharge merchant portal, select Exports.
- Click Create export, and select Subscriptions - All from the export type drop-down.
- Enter your email address to receive the export, and click Create export.
- 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:
Payment method status |
Definition |
| Valid | The customer has a valid card on file. |
| Invalid | The customer has an order error resulting from an invalid payment method, such as an incorrect card number or insufficient funds. |
| Not validated | A new payment method has been added, but it has not yet been charged. This status will change when the payment method is charged. |
View the payment method status
Method 1 – Customer page in Recharge
Click Customers in your merchant portal. The status appears in the Payment method column.
Method 2 – Recharge exports
See valid and invalid payment methods from your Customers export:
- In your merchant portal, select Exports.
- Click Create export, and select Customers from the export type drop-down.
- Enter your email address to receive the export, and click Create export.
- Access the export and view the
has_valid_payment_methodcolumn.- 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
From the Recharge merchant portal click Customers. 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:
- From the Recharge merchant portal, select Exports.
- Click Create export, and select Customers from the export type drop-down.
- Enter your email address to receive the export, and click Create export.
- Access the export and view the
Number of active subscriptionsandHas valid payment methodcolumns.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:
- From the Recharge merchant portal, click Customers.
- Search and select the customer.
- Click Subscriptions to open their Subscription orders page.
- Click See Details next to the Address ID.
- The customer’s status is shown next to their Address ID.
