Orders troubleshooting

Missing orders, unpaid status, or tracking that did not notify the customer.

Who is this for?

Merchants investigating a specific order.

Customer paid but I see no order

Search by email and date. If the processor shows a charge, check payment webhooks, then contact Support with the processor reference.

Tracking saved but customer got no email

Check Settings → Notifications for shipping templates and the customer’s email address.

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Processing orders

Review payment, pack the goods, and update fulfillment so the customer knows what happens next.

Adding tracking information to an order

Attach a carrier and tracking number so customers can follow the shipment.

Last updated 9/5/2026