Failed Payments
Winehub provides robust automation to help manage failed payment attempts for subscription orders, reducing manual follow-ups and improving club order success rates.
VIDEO GUIDE: Billing Behaviour & Failed Payments
Failed payments are only followed up automatically when Automatic Billing is enabled. If you use Manual Billing, then failed payments must be followed up manually, either by re-running the club run or processing a shipment manually.
Default Billing Settings
You can configure your default payment retry logic in Winehub > General Settings > Wine Clubs > Rebilling Settings. By default, the system is set to:
- Attempt payment once per day for 10 days after the initial failure
- Send a reminder email every 3 days during this retry window
- If the customer updates their payment details during this window, Winehub will attempt to charge the updated card again within 24 hours
- If no successful payment is made after 10 days, the shipment will be automatically skipped
Failed Payment Email
You can configure your failed payment notification in Settings > Action Email Templates. Read more.
Tracking Failed Payments
Skipped shipments due to failed payments will appear in the Failed Billing Attempts Report, located under the Administration section. You can also view these details in the Club Run Report.
Recommendations
- Ensure everyone in your team is aware of your billing settings
- Review the Failed Billing Attempts report regularly to identify affected customers
- Follow up manually where appropriate to prompt updated payment info
- You will need to process a manual order if you'd like to replace the failed/skipped club order
Failed Billing Attempt Messages
| Message | Likely origin | Reason |
| An unexpected error occurred | Shopify / app wrapper | Generic catch-all; not specific enough to identify provider. |
| api_errors Error: credit_card_is_expired | Shopify wrapping Stripe/card error | Card expiry mapped into Shopify API error. |
| Insufficient inventory | Shopify | Product/variant inventory cannot fulfil billing/order creation. |
| Invalid account | Stripe / issuer | Stripe has invalid_account: card/account is invalid. |
| No inventory location found or enabled | Shopify | Store fulfilment/inventory location issue. |
| Payment method is not ready | Shopify | Customer payment method has not finished setup/activation. |
| Payment method was revoked | Shopify | Shopify payment method token/mandate revoked or no longer usable. |
| Sent request to https://sbyog-ppp.stripe.com/... but provider returned error | Stripe via Shopify | Shopify called Stripe provider endpoint and Stripe failed. |
| Subscription contract not active | Shopify | Contract status prevents billing. |
| Temporary error, will retry | Shopify / provider transient | Retryable processing failure, often provider/network. |
| The 3-D Secure authentication failed | Stripe / issuer | 3DS/SCA authentication failed. |
| There was an error performing the payment | Shopify wrapper | Generic payment failure from Shopify billing attempt. |
| This payment method is no longer valid | Shopify / Stripe | Saved payment method/token is invalid/expired. |
| Unable to generate vaulted remote token payment method | Shopify / Stripe vaulting | Failed creating Shopify vaulted remote payment method from Stripe token. |
| Unable to process payment with this payment method | Shopify wrapper | Generic provider/payment-method failure. |
| Unexpected result | Shopify / app wrapper | Generic non-specific integration result. |
| Your card does not support this type of purchase | Stripe / issuer | Stripe decline card_not_supported. |
| Your card has expired | Stripe / issuer | Stripe decline expired_card. |
| Your card has expired. Please use a different payment method. | Stripe / issuer via Shopify | Same expiry decline, Shopify-friendly wording. |
| Your card has insufficient funds | Stripe / issuer | Stripe decline insufficient_funds. |
| Your card number is incorrect | Stripe validation | Stripe error incorrect_number. |
| Your card was declined for repeated attempts / amount limit | Stripe / issuer | Stripe decline card_velocity_exceeded. |
| Your card was declined | Stripe / issuer | Generic Stripe/card issuer decline. |
| Your card was declined. This transaction requires authentication | Stripe / issuer | Stripe decline authentication_required. |
| Your card was declined. You can call your bank for details | Stripe / issuer | Generic issuer decline like do_not_honor / generic_decline. |
| Your card's security code is invalid | Stripe validation | Stripe error invalid_cvc / incorrect_cvc. |
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