CRU Club - Troubleshoot Guide

CRU Club - Troubleshoot Guide


Updating Subscriptions

How to process a renewal payment

  • Make sure the order’s status is Failed. If it is not, please change it first to Failed by selecting Failed on the status selection and clicking the Update button.
  • After making sure that the status is failed, select Retry Renewal Payment on the actions selection.
  • Click Update button
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How members update their payment details

With CRU Club, your members can update their payment details themselves through the My-Account when they are logged in. 

Please note: This updates their card for their subscription. If using Eway, this is the only place they can update/save their card. However, if using Stripe as the payment gateway, the customers can also store a saved card in their Account Details tab which would only be used for non subscription orders. 

Check out the following steps, of which you could log into your own website, switch to a member with a subscription (How to switch) and then take screenshots of the same My-Account area to distribute to your members. 
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  • on the my-account dashboard, click on ‘My Taste Club’ or ‘My Wine Club’
  • Click Edit on the pack you want to update your payment option
  • Click Update My Payment Details
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  • Input your new credit card details
  • Save it by clicking the Save button and wait for the successful message to popout

Why subscriptions payment fails

Sometimes a subscription payment might fail, check the below to see what problems could be stopping subscription payments from going through. 

The credit card used on the subscription might have a problem. This could be caused by:
- expired card
- card was declared as a stolen card
- insufficient fund
- card was declined
You can check the notes for reasons why subscription payment failed on the note tab of the renewal order
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Another cause is there may be an issue with the payment provider (eway or stripe). To check their statuses, visit these links

Another caused why subscriptions do not take payments automatically is that the subscription was set to manual renewal instead of using a credit card as a payment option, or there is no payment option. You can change the payment option to a credit card by following these steps: Adding a payment method to a subscription

Failed Recurring Payment System

This system can help recover revenue otherwise lost due to payment methods being temporarily declined. For example, if a credit card balance was at its limit when attempting the first recurring payment and the charge was declined, it can be successfully processed a few days later when the card owner has paid off the balance.

Failed Recurring Payment Retry Process

The retry system works by applying a set of retry rules whenever a renewal payment fails. The full set of retry rules defines the specific behaviour of the retry process between the first failure and finally declaring the payment as failed and no longer attempting to process the payment.

The general retry process proceeds like this:

  1. Automatic recurring payment fails.
  2. Subscriptions checks if a retry rule exists for this specific payment failure.
  3. If a rule exists, it is applied and Subscriptions will:
    • schedule a pending retry event to occur after a set period of time
    • set the status on the subscription to match the status defined by the rule
    • set the status on the order to match the status defined by the rule
    • email the customer the email defined by the rule
    • email store managers the email defined by the rule
  4. When the scheduled time for the retry event arrives, Subscriptions will retry the payment if:
    • the retry still has a status of pending
    • the order still requires payment
    • status on the subscription matches the status defined by the rule previously applied
    • status on the order matches the status defined by the rule previously applied
  5. If the payment fails on this retry attempt, steps 2 through 4 are repeated until there are no more retry rules.

If no rule exists, either because all retry rules have been exhausted or the retry system cannot be applied to the renewal order, the renewal order is marked failed and the customer is sent the Customer Renewal Invoice email, per the normal failed renewal payment process.

Retry Statuses

A record of the retry is stored in the database when a retry rule is applied after failed payment. This retry will be stored with the status of Pending.

When the scheduled retry time arrives and Subscriptions starts the retry process, it sets the stored retry status to:

  • Processing if the order still needs payment and the order and subscription have the status defined by the retry rule. This status signifies that Subscriptions has begun to process the retry attempt.
  • Canceled if the order no longer requires payment, or the order or subscription has a status other than a status defined by the retry rule. This signifies that the payment no longer needs to be retried.

If the payment is attempted again, after the payment gateway has finished processing the attempt, the stored retry’s status will be updated to:

  • Complete if payment was successfully processed for the order; or
  • Failed if the renewal order still needs payment

Default Retry Rules

Subscriptions applies five (5) default retry rules to retry failed payments over 7 days by default.

Retry Rule 0:
  • Interval: Subscriptions waits 12 hours between failed payment and first retry attempt.
  • Customer Email: No email is sent to the customer.
  • Store Owner Email: Payment Retry is sent to store owners (if enabled) to notify of failed payment and scheduled retry attempt.
  • Order Status: Renewal order’s status is set to Pending.
  • Subscription Status: Subscription’s status is set to On-hold.

Retry Rule 1:

  • Interval: Subscriptions waits another 12 hours between failed payment and retry attempt.
  • Customer Email: Customer Payment Retry is sent to the customer (if enabled) to notify of failed payment and scheduled retry attempt.
  • Store Owner Email: Payment Retry is sent to store owners (if enabled) to notify of failed payment and scheduled retry attempt.
  • Order Status: Renewal order’s status is set to Pending.
  • Subscription Status: Subscription’s status is set to On-hold.

Retry Rule 2

  • Interval: Subscriptions waits another 24 hours between failed payment and retry attempt.
  • Customer Email: No email is sent to the customer.
  • Store Owner Email: Payment Retry is sent to store owners (if enabled) to notify of failed payment and scheduled retry attempt.
  • Order Status: Renewal order’s status is set to Pending.
  • Subscription Status: Subscription’s status is set to On-hold.

Retry Rule 3:

  • Interval: Subscriptions waits 48 hours between failed payment and retry attempt.
  • Customer Email: Customer Payment Retry is sent to the customer (if enabled) to notify of failed payment and scheduled retry attempt.
  • Store Owner Email: Payment Retry is sent to store owners (if enabled) to notify of failed payment and scheduled retry attempt.
  • Order Status: Renewal order’s status is set to Pending.
  • Subscription Status: Subscription’s status is set to On-hold.

Retry Rule 4:

  • Interval: Subscriptions waits 72 hours between failed payment and retry attempt.
  • Customer Email: Customer Payment Retry is sent to the customer (if enabled) to notify of failed payment and scheduled retry attempt.
  • Store Owner Email: Payment Retry is sent to store owners (if enabled) to notify of failed payment and scheduled retry attempt.
  • Order Status: Renewal order’s status is set to Pending.
  • Subscription Status: Subscription’s status is set to On-hold.

After the fifth retry is processed, the renewal order is marked Failed and the customer is sent the Customer Renewal Invoice email (if enabled), per the normal failed renewal payment process.

Monitoring Failed Payment Retries

To help you track automatic failed payment retries, Subscriptions displays retry information in different places throughout the WooCommerce administration area.

Retry Date on Edit Subscription Screen

If a subscription is currently within the retry process, it should have a Pending retry date set. This date is displayed at WooCommerce > Edit Subscription.

To view this date:

  1. Go to WooCommerce > Edit Subscription for a subscription with a failed payment pending retry.
  2. Find the Renewal Payment Retry date in the Billing Schedule meta box.
Retry Date on Edit Subscription administration screen
Retry Date on Edit Subscription administration screen
Renewal Payment Retry date is only displayed when a subscription is pending retry. It is not displayed for failed and completed retry dates in the past.

Automatic Failed Payment Retries Meta box

The retry history for a given failed payment is displayed in the Automatic Failed Payment Retries meta box. This metabox is added to Edit Order for renewal orders with retries. It is only displayed on orders with failed payments.

To view the retry history for a renewal order:

  1. Go to WooCommerce > Edit Order for an order with a failed payment.
  2. Find the Automatic Failed Payment Retries meta box toward the bottom of the screen.
Failed Recurring Payment Retry Metabox on Edit Order screen
Failed Recurring Payment Retry Metabox on Edit Order screen

Subscription Relationship Column of the Orders Table

If an order has failed payment retries, an additional clock icon is displayed in the Subscription Relationship column of WooCommerce > Orders. A tooltip on this icon displays a number of retries of each status associated with the order.

To view the retries for an order:

  1. Go to WooCommerce > Orders
  2. Find an order with the clock icon in the Subscription Relationship column.
  3. Hover the mouse cursor over the clock icon to reveal the tooltip.
Failed Payment Retries on Orders Table
Failed Payment Retries on Orders Table

Failed Payment Retry Report

An overview of your entire store’s failed payment retries is also available in the Failed Payment Retry Report located under Woocommerce>Reports - Subscription Tab.

This report allows you to view revenue recovered by the failed payment retry system and the average number of retry attempts before successfully processing payments in a given time period.

Retry Emails (Dunning)

The retry system can email the customer and/or store owner to notify them of the failed payment and scheduled retry. This makes it possible to implement a dunning process for failed payments.

When defined in the retry rules, emails will be sent when a payment attempt fails, not when the payment is retried. This makes it possible to:

  • notify the customer that the payment attempt failed immediately;
  • inform them when it will be retried (if at all); and
  • provide a link to manually complete the payment before it is automatically retried, in case the customer knows it will continue to fail due to an expired credit card number or similar.

Manually Retry a Failed Recurring Payment

In addition to the automatic retry system, Subscriptions provides a method for store managers to retry a failed recurring payment.

To manually retry a failed payment:

  1. Go to the WooCommerce > Edit Order screen.
  2. Click Actions.
  3. Click Retry Renewal Payment.
  4. Click Save Order.
Retry Failed Renewal Order Payment Action
Retry Failed Renewal Order Payment Action

Retry Renewal Payment Action Requirements

For this action to be displayed, these requirements must be met:

  • Order must be a renewal (action is not displayed on initial orders or non-subscription orders)
  • Order total must be greater than zero
  • Order must have a Payment Method set
  • Order status must be Failed or the status set by the last retry rule

Updating Price and Pack contents

Why can't I find my product when searching product replace


There are 3 possible reasons why you cannot find your product when searching for the product replace:

  • The product was drafted.

Products with a Draft status are unsearchable on a product replace. You need to change the status to Publish first.

  • The product was deleted.

In order to replace the product that is already in the trash, you need to restore it first and then do the replace again.


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  • The product visibility is Private.

For the search on replace product to work, the product must have Public as Visibility status

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A product is not showing on the wine club selection and how to add


The reason behind this would be the product was not added to the selection of the specific pack.

Follow these steps to add a product to the selection.

  1. On the subscription product edit page, click the CruClub Mix tab
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  1. On the subscription product edit page, click the CruClub Mix tab
  2. Type the product name on the search for a product row
  3. Select the product you want to add on the suggestions

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Click Add Product button
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  1. Scroll down to the bottom of the list and add the quantity to be added on the pack when this product is selected. If you set it to more than 1, each time they click the + icon on the selection process, the number of product/s that will be added depends on what is set here
  2. You can change the display order of the product here. Note that you might also update other products’ display order to take effect
  3. Check the checkbox if this is a default product. Meaning that if it is a custom pack, this product will be preselected on the selection process. It is recommened to check this checkbox if it is a set pack.
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  1. Save your changes by clicking Update button
  2. This needs to be done on each pack you want the product to be available to

Why there are pre-selected wines on when signing up and how to remove it

There are wines on your custom packs that were set as default.

Follow these steps to remove these default products.
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  • Select Simple subscription under Filter by product type.
  • Click Filter button
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  • Select your custom pack subscription product. This should be done on each custom pack
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  • On the Edit Product page, Select the CruClub Mix tab
  • Untick all ticked Default checkbox.
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  • Save your changes by clicking Update button

Automation

Cellar Door Sign Up vs Online Sign Up (Automatewoo)


If you are using the Automatewoo add-on in conjunction with CRU Club, you should have tags set up to distinguish if a user has signed up at bricks and mortar (cellar door/retail) or via online. 

Navigate to Users>Tags , you can create as many tags as you like, but in this case, we want to create 4 tags for the example below:
Cellar Door Signup
Cellar Door Signup (active)
Online Signup
Online Signup (active)



We use these tags to trigger different welcome email workflows, each containing different content and sometimes different workflow additions. 

Cellar Door Signup

Cellar Door workflows will run if a customer was manually registered by a shop manager or admin on the back-end.
This workflow will trigger after changing the subscription from pending to active for the first time.

In order for this workflow to run, the customer account should only have Cellar Door Signup as its tag and this workflow has not run for the customer before. If any other tags like Online Signup, Cellar Door Signup (Active) and Online Signup (Active) are present on the customer’s account, this workflow will not run.
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Online Signup

This workflow will run if a customer registers via the front-end.
This workflow will trigger upon subscription creation or after checking out.
Customers should not have either Cellar Door Signup or Cellar Door Signup (Active) tag on their account and this workflow has not run for the customer before.
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To see how to create these workflows, check this article - Setting up retail (cellar door) and online workflows for automatewoo

Next Steps

Using CRU CSV export reporting


  • Navigate through Tools → CRU Wootools → CSV Export
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  • Click Download

List All orders containing specific product

This report allows the user to export and view how many of a specific product has been purchased for ALL orders in a date range.
 
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  • Select the product you want to check
  • Select the start date you want to check (should be in the past)
  • Select The end date you want to check (should be on the past or present-day)
  • Click on the Select button and the table of orders will show up
  • You can export the data on the table by clicking the Export button

List All Products on the subscriptions and how many were there

This report allows the user to export and view what products and the number of those products are contained in ALL subscriptions at any given date

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  • Select the start date you want to check (should be on the in present-day or future dates)
  • Select The end date you want to check (should be on future dates)
  • Click on the Check subscriptions button and the table of orders will show up
  • You can export the data on the table by clicking the export products button

List All Products on the renewal orders and how many were there

This report allow the user to export and view what products and the number of those products are contained in subscription renewals for any given date (differs from the 1st report which pulls ALL orders be it subscription and standard orders)

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  • Select the start date you want to check (should be in the past)
  • Select The end date you want to check (should be on the past or present-day)
  • Click on the Check orders button and the table of orders will show up
  • You can export the data on the table by clicking the export order products button

List All Products on the normal orders and how many were there

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  • Select the start date you want to check (should be in the past)
  • Select The end date you want to check (should be on the past or present-day)
  • Click on the Check normal orders button and the table of orders will show up
  • You can export the data on the table by clicking the export normal order products button

How can I make a product only available for members?


To provide members with access to products that the general public won't have access to, you can set Group permissions on the product level. 

The product will not be viewable to non-members or guests on the shop page.
They also won't be able to access the product via a direct link.
Only members who logged in can see and access the product. 

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  • On the single product edit page, click on the groups' input filed
  • Select the groups you want to view the product

  • Click the Update button to save your changes

Add or remove free shipping from the signup order

When a new member signs up for a new subscription via the front end of the website, you can set an option to charge your standard shipping rates, or you can set free shipping on that first order. 

The way free shipping is handled on the first sign up order (this is handled differently to recurring or subsequent subscription orders/renewals) is by way of a coupon code. 

To add or remove free shipping simply change it on the corresponding coupon:


1-2. On admin dashboard hover the cursor over Marketing and click Coupons
3. Hover cursor over the subscription coupon and click edit.
Note: Subscription coupons has “Recurring Product % Discount” as Coupon Type



4. Untick the checkbox highlighted and save the your changes

You may need to do this for multiple coupon codes if you have more than one relating to your subscription program. 

Turn on or off free shipping for renewal orders

Renewal order shipping rates are handled differently from the original wine club sign up order (online only). This is due to CRU Club using a coupon to provide the first discount and free shipping (Add or remove free shipping from the sign up order). 

But, for the renewal orders (subsequent automated subscription orders), the shipping is handled by the standard Woocommerce Shipping Zones (Setting Up Shipping Zones). 

This guide will show you where and how to turn on or off the Member Shipping Option with these Shipping Zones:

  • Navigate through Woocommerce → Settings → Shipping
  • Click on the zone you want to edit. Note that your site might have more than one zone so you have to edit them one by one


  • Toggle on or off  this switch in the  if you to disable/enable this shipping option for Members and click on Save Changes


To make sure the correct groups are receiving the Member Free Shipping 
  • Navigate to Role Based Methods under Woocommerce
  • Select the Shipping Methods Tab




Your dashboard should look like the above. Make sure your member free shipping (highlighted in red) checkboxes are checked for Subscriber Role (default WordPress role for members) and the relevant wine club groups. 


Disable Subscription Renewal Payment Retry


  • Navigate through Woocommerce → Settings
  • Click Subscriptions tab
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  • Scroll down to the page and look for Retry Failed Payments. Uncheck the checkbox to disable retry payments
  • Click Save changes button

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Checking Email Logs

  • Navigate through Tools → CRU MU → WP Mail Loggingimage.png
  • Make sure you are in the Email log tab
  • You can search the email address and the email subject on the search bar
  • You can also view the contents of the email by clickng View button
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Email Notifications

With the newer version of CRU Club you can now setup email notification when customer updates their pack or their payment method.
  1. Go to CRUClub -> Settings
  2. Scroll down to CRU Club Notification
  3. Enable pack mix change notification by ticking "Enable Pack Change Notification"
  4. Enable card update/change notification by ticking "Enable Payment Change Notification"



Overview and pricing of this feature. Click here

Looking for the user guide for this feature? Click here



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