Troubleshooting Bundles

This guide provides troubleshooting tips for common issues related to bundles. For general information visit Bundles.

Sections

• Bundles widget is not appearing on the product page
• Customer is unable to customize bundle contents in their customer portal
• Bundles orders created without selections
• Bundles orders with out of stock products

Bundles widget is not appearing on the product page

If the bundle widget is not appearing on the product page, confirm that the bundle files have been correctly installed to the live theme. 

1. In the merchant portal, click Products and select Bundles.
2. Click Install theme files.

If installing the theme files does not resolve the issue. Ensure the bundle is published and the product template on Shopify is set to recharge-bundle.

Customer is unable to customize bundle contents in their customer portal

Customers update their bundles through the customer portal. If the option to adjust contents is not visible the customer will not be able to adjust the contents of the bundle.

Option 1 - Standard customer portal themes

Bundles are compatible with the embedded in storefront version of the portal. If you are using hosted by Recharge switch to embedded.

Option 2 - Theme Engine

If you are using Theme Engine, you must implement custom coding to load the bundle files.

1. Click Storefront and select Theme Editor.
2. Select Edit code on the live theme or theme in development for Bundle and click + Add new file.
3. Name the file _bundle_contents.html.
4. Paste the following code to the file.

   <link rel="stylesheet" href="https://static.rechargecdn.com/assets/bundling-widget/src.css" referrerpolicy="origin">
   <div id="bundling-app"></div>
   <script src="https://static.rechargecdn.com/assets/bundling-widget/src.js" referrerpolicy="origin"></script>

For Novum themes

1. Select subscription.html and locate the upsells--wrapper section:
2. Above this section add the code:

   <div class="right-content tw-100">
   {% include '_bundle_contents.html' %}

3. Close the div below the upsells--wrapper code.
4. Confirm the update has worked by opening the customer's portal link or a test customer.

For Base themes

1. Select subscription.html.
2. Include the following snippet as the second child of the rc_subscription section.

   {% include '_bundle_contents.html' %}

   

Bundles orders created without selections

If the customer has not selected their bundle contents before the selection window closes, the order will process without contents. It is recommended to create fallback contents for bundles with selection to avoid blank bundle orders. 

Orders without contents can be manually edited in Shopify to add the contents for fulfillment.

There are a few situations where bundle orders may be created without selections:

Situation 1 - Bundle was added through the customer portal

On the Bundles product page, customers must select their product options before adding the bundle to the cart. However, in the customer portal, the content selection is done after the product has been added. Customers are automatically redirected to the product page to make their selections, however, if they do not complete the selection process their order may be created without contents. If the customer missed that step, reach out to them and request that they login to their portal and make a selection for future bundles and edit the order in Shopify to add their selections.

Situation 2 - Select new products is enabled

If the enable product selection for each delivery feature is enabled but fallback contents have not been configured the order appears empty until the customer makes their selection.

To resolve, reach out to the customer and request that they log in to their portal, make a selection for future bundles, and edit the order in Shopify to add their selections. Edit the bundle to configure fallback contents.

Situation 3 - Customer swapped the product outside of Bundle

Bundles must be changed using the Update contents button in the customer portal. If the customer swaps to a bundle product they are automatically redirected to the product page to make their selections, however, if they do not complete the selection process their order may be created without contents.

If the customer missed that step, reach out to them and request that they log in to their portal and make a selection for future bundles and edit the order in Shopify to add their selections.

Bundles orders with out-of-stock products

Bundles containing out-of-stock items process as normal. The out-of-stock item is included in the order and does not impact inventory levels on the product. Bundles are configured with a fixed price and content amounts, as such all items must be included at the time of order processing. 

In these cases, contact the customer to discuss a replacement item and edit the order on Shopify to adjust the contents before fulfillment.

Automated collections

If you are tracking inventory on the bundle content products, it is recommended that the product collection be created as an automated collection on Shopify. Set a condition on the collection that inventory must be greater than 0.

With the inventory condition set for the collection, out-of-stock products are removed from the bundle selection options. Customers accessing the customer portal are prompted to update their selections before orders process if products go out-of-stock.

Preparing inventory

It is recommended to generate the bundle contents report to properly prepare for inventory issues. Use the bulk swap function to change the out-of-stock product to a different selection for all active subscribers.

Out-of-stock products on the storefront

Out-of-stock products are greyed out in the bundle selection widget. Customers cannot select the out-of-stock option for their selection.