This happens with less than 1% of orders and occurs when an expired diamond is added to your Shopify cart. To avoid this in the future, we recommend using Flow to automatically update your products and minimize expired orders.
To set up the Flow app workflow, follow our guide in our article Why does a diamond add to my Shopify products every time someone adds to their cart?
Please note, If shipping rates aren't configured for the Nivoda location in your Shopify settings, your checkout may fail for eligible Nivoda products.
To avoid disruption, ensure shipping rates are properly set up for all relevant locations. You can learn how to do this following this Shopify Help article.
If your customer has placed an order for a sold out or unavailable stone, you can refer to our article My purchase order is sold out, what are my options? for next steps.