CTL || Failed payment transactions do not surface in the Failed column and are incorrectly counted as Active
Deepak Singh Rana
What is the shop or customer experiencing:
- Shop is noticing that the Subscription Dashboard displays 6 "Active" subscriptions (and 0 "Failed") for a specific product variant, despite only showing 4 orders being created from inventory logs. Subscriptions with failed payment charges are not updating or surfacing in the "Failed" column on the Subscription Dashboard.
What is the expected behavior:
- Subscriptions with failed payments should update to "Failed" status, surface under the "Failed" column on the Subscription Dashboard, and be excluded from the "Active" count so the active subscription count accurately reflects the orders populated in the shipping queue.
What error messages are there:
- None. There are no UI error messages displayed; this is a data surfacing/status calculation discrepancy.
Did you replicate:
- Yes. Verified that the Subscription Dashboard displays 6 Active subscriptions for the variant while only 4 checkout showing in inventory log with subscription renewed. Cross-referencing the inventory logs confirmed that payment attempts failed for 2 customer accounts immediately after the item was added to the cart.
What settings were checked:
- Subscription Dashboard: Active vs. Failed status counts.
- Subscriptions for Customers Tab: Customer listing and charge statuses.
- Inventory Logs: Filtered by SKU/variant to trace charge attempts.
Provide examples, sku, order #, customer names, and screenshots where possible:
- Product Variant: Center Zip Mini
- SKU: MJ-SUB
- Affected Customer Accounts: Sara, Asia
- Data Discrepancy: Dashboard displays 6 Active subscriptions; Inventory logs displays 4 items are checkout with subscription renewed; Inventory Logs confirm 2 failed payment transactions.