How to use the Order Health tab
The Order Health tab in Orders gives you one place to see orders that may need attention - without running reports or opening each order individually. The following warnings are available:
- Delayed returns
- Subscription payment problems (failed recurring charges)
Included in this article:
You can filter by warning type, and sort by when the issue was detected.
You can also filter by time period, use search or combine it with other filters.
If you do not see the tab and would like to have it, contact Sharefox support.
What warnings mean
| Warning type | What it indicates | Typical follow-up |
|---|---|---|
| Delayed return | The rental period has ended, the order is still Booked, at least one delivery was picked up and the rental end date/time is in the past (overdue) | Contact the customer to arrange return. |
| Subscription payment - soft decline | A subscription (recurring) payment was declined in a way that may succeed on retry (eg. insufficient funds). | Customer receives a warning. Usually no action unless the warning stays or repeats. |
| Subscription payment - hard decline | A subscription payment was declined and ideally should not be retried on the same card (eg. expired card). | Customer receives a warning. Usually no action unless the warning stays or repeats. |
| Subscription payment - other decline | A declined subscription payment that does not fit soft or hard decline rules (eg. a technical error). | Customer receives a warning. If warning persists, contact Support. |
Severity (row highlighting)
Warnings use two severity levels:
⚠️ Attention (yellow) - worth monitoring; eg. soft declines will get an automated retry
🔺 Follow-up required (red) - needs merchant action soon, applies to delayed returns
Filter by health warnings
Open the filter menu while Order health is active - it will split into Health warnings and Other filters.
- All warnings - includes all warnings for given active time filter
- You can filter by type of warning
- For subscription payment warnings, you can drill down and see the breakdown by reason received from the payment gateway (eg. Expired card with Stripe code, or Nets Easy codes) and then filter again if needed
You can combine the health warning filters with all other filter types (eg. order type, tags, delivery status.) if needed.
Subscription payment warnings - important details
Subscription warnings relate to recurring payments on subscription orders, after looking at the payment history for a given booking reference:
- A warning appears when the most recent relevant payment on that chain is declined, and no newer accepted payment exists on the same booking reference
- If the customer pays successfully after a decline, the warning disappears from view
Declines from Nets Easy, Stripe, and other configured providers are grouped into soft, hard, or other decline types using standard issuer/gateway codes. So you can filter on “Expired card” or a specific Nets code without opening each order.
For day-to-day subscription management, see:
- How do I manage the subscription order?
- How do recurring payments work?
- How to read the payments tab
- Common error codes for online payments (Nets, Stripe, Visa, and Mastercard)
Related articles
- Order overview
- How do I manage the subscription order?
- User notifications (Emails & SMS)
- Change, update or extend an order