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Recurring Product Conflicts/Missing Documentation

Menu Location: Reports > Products > Recurring Product Conflicts/Missing

Access Level: Manager / Administrator

Last Updated: 2026-03-01

Overview

The Recurring Product Conflicts page identifies and fixes issues where recurring products couldn't be added to customer orders due to stock shortages, inactive products, or configuration problems. This critical weekly quality-control tool ensures customers receive their recurring items and helps maintain subscription satisfaction.

Primary Functions:

  • Identify missed recurring items in customer orders
  • Fix individual recurring item problems with one click
  • Send automated email notifications to affected customers
  • Bulk fix all issues simultaneously
  • Track most problematic recurring products
  • View fulfillment summary for all recurring items

Page Layout

Header Section

  • Fix All Button: Resolve all conflicts without emails
  • Fix + Email All Button: Resolve all and notify customers
  • Edit Email Template Link: Customize notification email
  • Page Title: Shows "Product Conflicts" or "Fulfillment Summary" based on filter

Filter Controls

  • Product Options: Active Products vs. All Products
  • Display Options: Only Problems vs. Show All
  • Submit Button: Apply filters

Top Failing Products Panel

Shows most common recurring items that failed to be added:

  • Product ranking (Top 15, 30, 60, 99, or All)
  • Product names with edit links
  • Count of affected orders
  • Total quantity not fulfilled
  • Retail value of missed items

Main Data Table

Lists all recurring items by customer and order:

  • Customer name and ID
  • Order number and status
  • Quantity and frequency
  • Retail price
  • Product name (with status)
  • Current status (missing, in stock, etc.)
  • Action buttons (Fix, Fix + Email)

Understanding Recurring Item Problems

Why Recurring Items Fail

1. Product Out of Stock

  • Inventory depleted
  • Reserved quantity too high
  • Demand exceeds available stock

2. Product Inactive

  • Product deactivated after customer set recurring
  • Seasonal item no longer available
  • Discontinued product

3. Product Not on Menu

  • Product not included in current week's menu
  • Menu generation issue
  • Product scheduling problem

4. Order Already Closed

  • Cannot modify closed orders
  • Customer already received order
  • Order status prevents changes

Actions & Operations

Fix Single Recurring Item

Purpose: Add one missing recurring product to specific order

Steps:

  1. Locate problem in table
  2. Click "Fix" button
  3. System adds product to order
  4. Success message displays

What Happens:

  • Product added to order at customer's recurring quantity
  • Inventory adjusted/reserved
  • Order total updated
  • Customer can see item in their order

Requirements:

  • Product must be in stock
  • Product must be active
  • Order must be in open/editable status

Fix + Email Single Item

Purpose: Fix item AND notify customer about the correction

Steps:

  1. Click "Fix + Email" button
  2. Email template preview appears in modal
  3. Customize message if desired
  4. Click "Fix & Send Email" button
  5. Item fixed and email queued

Email Contains:

  • Explanation that recurring item was fixed
  • Product name and quantity
  • Order number
  • Thank you message

When to Use:

  • Customer might notice item was missing
  • High-value items
  • First-time occurrence for customer
  • Customer service excellence

Bulk Fix All (No Email)

Purpose: Resolve all conflicts quickly without notifying customers

Steps:

  1. Review list of problems
  2. Click "Fix All" button at top
  3. Confirm action in popup
  4. System processes all fixable items
  5. Results display for each item

Use Cases:

  • Early in weekly cycle
  • Many minor issues
  • Customers haven't seen orders yet
  • Routine maintenance

Warning: Requires confirmation - cannot be undone

Bulk Fix + Email All

Purpose: Fix all problems AND notify every affected customer

Steps:

  1. Review list carefully
  2. Click "Fix + Email All" button
  3. Confirm action (very important!)
  4. System fixes all items
  5. Emails queued for all customers
  6. Results display

Use Cases:

  • Later in cycle when customers may have noticed
  • Important/expensive items
  • Proactive customer service
  • Transparency commitment

Warning: This sends emails to EVERY affected customer. Double-check before proceeding.

Edit Email Template

Purpose: Customize the notification message sent to customers

Steps:

  1. Click "Edit Email Template" link (top right)
  2. Email template editor opens
  3. Modify subject and body
  4. Use template tags for personalization
  5. Save changes

Available Template Tags:

  • first_name - Customer's first name
  • recur_qty - Quantity being added
  • recur_product_name - Product name
  • order_id - Order number

Common Use Cases

Use Case 1: Weekly Recurring Item Quality Check

Goal: Ensure all recurring items are in customer orders

Steps:

  1. Navigate to Recurring Product Conflicts page early in cycle
  2. Leave filters on default (Active Products, Only Problems)
  3. Review "Top Failing Products" section
  4. Check if failures are stock issues or product issues
  5. For stock issues: Update inventory first
  6. Click "Fix All" to resolve
  7. Verify success messages

Best Time: Step 1 of weekly cycle, before customers can edit

Example: Week 450 shows 15 customers missing "Organic Eggs" recurring item. Check inventory - only 10 dozen in stock but need 23. Update inventory to receive shipment, then click Fix All to add eggs to all 15 orders.

Use Case 2: Individual Customer Service Response

Goal: Customer calls saying recurring item is missing

Steps:

  1. Search page for customer ID or name
  2. Locate their order in table
  3. Review why item is missing (status column)
  4. Click "Fix + Email" for that customer
  5. Customize email message if desired
  6. Confirm action
  7. Notify customer via phone that it's resolved

Example: Customer #5234 calls about missing regular order of ground beef. Find their order, click Fix + Email, add note in email: "Thanks for calling! We've added your ground beef back. Sorry for the confusion!"

Use Case 3: Identify Product Problems

Goal: Discover products causing recurring issues

Steps:

  1. Review "Top Failing Products" panel
  2. Note products appearing weekly
  3. Click product name to edit
  4. Determine root cause:
    • Unreliable supplier? Find alternative
    • Inconsistent stock? Adjust inventory management
    • Product discontinued? Communicate to customers
  5. Take corrective action

Example: "Brussels Sprouts" appears in top 15 every week with 20+ customers affected. Investigation shows supplier only delivers every other week. Solution: Adjust product to bi-weekly availability or find second supplier.

Use Case 4: Handle Out-of-Stock Situations

Goal: Properly manage when product genuinely unavailable

Steps:

  1. Identify out-of-stock items in list
  2. DO NOT fix if truly out of stock
  3. Instead, manually remove from individual orders or
  4. Send proactive email to affected customers explaining shortage
  5. Offer substitution or credit
  6. Document for future prevention

Example: Unexpected shortage of organic strawberries. 12 customers have it as recurring. Send manual email offering substitute (blueberries) or $5 credit. Do not use Fix button since product unavailable.

Use Case 5: End-of-Week Cleanup

Goal: Final check before orders pack

Steps:

  1. Change display filter to "Show All"
  2. Review fulfillment summary
  3. Verify all recurring items showing as "good" status
  4. Fix any remaining issues
  5. Change filter back to "Only Problems"
  6. Confirm zero results

Report Data & Columns

Top Failing Products Panel

Data Point Description Use
Product Rank 1-99 ranking Prioritize problem products
Product Name Item name (clickable) Edit product settings
Order Count Orders missing this item Scope of problem
Total Qty Sum of all quantities Inventory need
Retail Value Revenue impact Financial significance

Main Table Columns

Column Description Information Provided
Customer Name and ID (linked) Who is affected
Order Order # and status Which order has issue
QTY Recurring quantity How many units
Frequency How often recurs Every order, every 2 orders, etc.
Price Retail price Cost impact
Product Name and link What's missing
Status Why it failed "no stock", "no active product", "good"
Options Action buttons Fix / Fix+Email

Filters & Display Options

Product Options

Active Products (Default)

  • Shows only currently active products
  • Recommended for regular use
  • Filters out discontinued items

All Products

  • Includes inactive/discontinued products
  • Use for historical review
  • Helps identify old recurring items needing cleanup

Display Options

Only Problems (Default)

  • Shows only items that failed to be added
  • Focused troubleshooting view
  • Most common daily use

Show All

  • Displays every recurring item, working or not
  • Fulfillment summary view
  • Good for verification
  • Shows "good" status for successful items

Top Product Count

Buttons to adjust ranking display:

  • Top 15 (default) - Quick overview
  • Top 30 - Medium detail
  • Top 60 - Detailed view
  • Top 99 - Very detailed
  • All - Complete list

Troubleshooting

Fix Button Doesn't Work

Symptoms:

  • Click Fix but item not added
  • Error message appears
  • Nothing happens

Solutions:

  1. Check product has available stock
  2. Verify product is active
  3. Confirm order is in editable status
  4. Check inventory reserves
  5. Refresh page and try again

Common Causes:

  • Still out of stock
  • Order closed/complete
  • Product deactivated
  • Insufficient inventory

Email Not Sending

Symptoms:

  • Click Fix + Email but customer doesn't receive
  • Email template errors

Check:

  1. Verify email template exists
  2. Check customer has valid email address
  3. Review email pending queue
  4. Confirm customer not unsubscribed
  5. Check spam filters

If Problem Persists:

  • Review email logs
  • Test email template
  • Contact system administrator

Same Product Fails Every Week

Symptoms:

  • Product repeatedly appears in top failing list
  • Same customers affected weekly

Solutions:

  1. Review product inventory settings
  2. Check supplier reliability
  3. Increase stock levels
  4. Consider removing from recurring offerings
  5. Communicate with affected customers about alternatives

This indicates a systemic issue - not just weekly variance

Orders Show as Closed Can't Fix

Symptoms:

  • Status column shows order closed
  • Fix button disabled or doesn't work
  • "Order status: CLOSED" message

Explanation:

  • Cannot modify closed orders
  • This is expected behavior
  • Recurring item will be attempted again next order

Action:

  • No fix needed
  • Item will auto-add to next order (if recurring frequency matches)
  • If ongoing issue, review customer's recurring settings
  • Recurring Items Landing - Overview of all recurring item management
  • Top Recurring Product Subscriptions - Most popular recurring items
  • Customer Detail - View/edit individual customer recurring items
  • Inventory Dashboard - Stock levels and availability
  • Product Management - Edit product settings
  • Email Templates - Manage all email templates

Permissions & Access

Required Access Level: Manager or higher

Access Level Capabilities:

  • Customer Service: No access
  • Manager: Full access - view and fix issues
  • Administrator: Full access
  • Kiva Admin: Full access + algorithm modifications

Best Practices

Daily Operations

  1. Check this page daily during order preparation
  2. Always preview before using "Fix All"
  3. Use "Fix + Email" sparingly - only when necessary
  4. Run early in weekly cycle for best results
  5. Review top failing products weekly

Customer Communication

  1. Customize email template to match your brand voice
  2. Only email customers when they might have noticed
  3. Be proactive with high-value items
  4. Include explanation and apology
  5. Test email template before mass sending

Inventory Management

  1. Use failure patterns to improve stock planning
  2. Increase safety stock for commonly recurring items
  3. Track products with frequent failures
  4. Adjust inventory before fixing items
  5. Plan supplier orders around recurring demand

Quality Control

  1. Run "Show All" filter weekly to verify fulfillment
  2. Document recurring problems
  3. Follow up on systemic issues
  4. Monitor email template effectiveness
  5. Track reduction in failures over time

Things to Avoid

  • ❌ Using "Fix All" without reviewing the list
  • ❌ Fixing items when genuinely out of stock
  • ❌ Sending emails late in cycle when customers already know
  • ❌ Ignoring patterns in top failing products
  • ❌ Modifying closed orders (system prevents this)
  • ❌ Running fixes after customers have edited their orders

Important Warning

ONLY run this page during Step 1 of the weekly cycle

Once customers begin editing their orders, do not attempt to fix missed recurring items. The changes may conflict with customer edits. Fix button should only be used early in cycle before customer access.

Quick Reference Card

Task Action/Location
View all problems Default view loads Only Problems
Fix one item Click "Fix" button in row
Fix + notify customer Click "Fix + Email" button
Fix all issues Fix All button (top) > Confirm
Fix all + email everyone Fix + Email All > Confirm (careful!)
See which products fail most Review Top Failing Products panel
Edit notification email Edit Email Template link (top right)
View complete fulfillment Change to "Show All" display
Check specific customer Search browser (Ctrl+F) for name/ID
See total impact Review retail value in top panel

FAQs

Why do recurring items fail to be added?

Most common reasons: product out of stock, product inactive/discontinued, or product not on current week's menu. The status column tells you why.

When should I use "Fix" vs "Fix + Email"?

Use plain "Fix" early in cycle when customers haven't seen orders yet. Use "Fix + Email" when customers might have noticed the item missing or for high-value items.

Is it safe to use "Fix All"?

Yes, if you've reviewed the list and verified items can be fixed. Early in the weekly cycle is safest. Always confirm the popup.

What if a product is genuinely out of stock?

DO NOT fix it. Instead, contact affected customers manually to offer substitutes or credits. Fixing when out of stock creates future problems.

Can I undo a fix?

Not directly. You'd need to manually remove the item from each customer's order. This is why preview and confirmation are important.

Why does the same product appear every week?

Indicates a systemic issue - unreliable supplier, insufficient inventory planning, or product should be discontinued from recurring offerings.

How do I customize the email notification?

Click "Edit Email Template" link at top right. Modify subject and body using provided template tags. Test before using "Fix + Email All".

What does "Order status: CLOSED" mean?

The order has been processed/shipped and cannot be modified. The recurring item will be attempted again on the customer's next order.

Should I run this before or after generating orders?

After orders are generated in Step 1 of weekly cycle, but before customers gain access to edit them.

End of Documentation

For additional help, contact your system administrator or Kiva Logic support.