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Malformed Order Triaging

Last edited 817 days ago by Garret Ma.

Issue #1: Customers who do not have a Tally Account

Customers exit the order before confirmation (e.g., close when the “in processing” is happening)

Customer do not realize that their order did not confirm

Note: The order is created but it is not linked to an account in the Tally App

When they go to create the account page (because they think their order has been confirmed)

Solution: When they go to create an account, and it looks to shopify account and send an account creation link and they can do the account step

In the meantime, there is a check to see if there are a set of members that were created yesterday that did not complete their set up and manually just setting it up for them. They will get an email the next day, saying “don’t forget your account setup”

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Issue #2: Malformed Subscriptions producing malformed orders

Launched the malformed validation this morning and email will be sent to

hello@tallyhealth.com⁠

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Validation scrip runs at 5AM EST every day and pulls any malformed orders from the day previous

Scenarios that drive this:

Existing customer goes to Shop page and they try to change their subscription

Caused by Seal bug. Don’t expect to see this anymore, but creating a monitoring solution that every subscription is created and evaluate it for correctness. Direct real time alert.

Potentially, this is fixed.

We know if a malformed sub exists:

Malformed order is created from the malformed subscription (caught in validation script)

Cancel an items that were order that shouldn’t have been ordered

Go into subscription and make sure the subscription is correct

Customer might go to change their subscription and it shows (”app is broken”)

Interface is broken because the subscription just has V+A it has duplicate

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@Matt Schwartz

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to train

@Sydra Yarnell

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on how to use Seal.

Issue #3: Duplicate Subscription

Cause: When a user goes through the checkout flow they can generate an order even without logging. About half will put in their email address and look up whether they have an account with them and set them into the login page.

People who by things via shop pay, google pay, or other 3rd party payments. Because of the express payment gets tehm through the payment and does not validate if there is a subscription. When this happens they will check out and the order will have appended on any other email that exists and as a result they ahve two subscriptions in shopify.

Example, when a paused user bought a new subscription.

Solution:

Potentailyl turn off 3rd party payment

Create a monitoring solution that looks through subscriptions to see if there are duplicate subscriptions.

Create an alert system and create a rule set based on the duplicate subscriptions and fix things automatically.

User is okay but there is a rememant subscription is still in the system. For users who already ahve an active subscription and buy something else

CSA will look and automerge the subscriptions on the backend.

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