There are some common reasons for an order not appearing in the app. Here's a list of things to check:


Auto-sync hasn't run yet

Our app checks for new orders on a timer. The more orders your store got recently, the more frequently the app will sync new orders.


If this is your first order, it can take up to 12 hours for it to appear in the app. You can manually run the order sync any time by going to Orders in the app, then clicking the "Sync Now" button in the top right corner.


The order is already in the app, but you can't see it

The Orders page in the app has some powerful filtering tools at the top. It's possible some of these are enabled and are hiding the order from view. Be sure to check the filters and click the X next to any you no longer need, particularly the blue X to the left of the search bar, and try searching the order again.


It's best to search the Orders page by the customer email address or by their last name.


Order is already marked as 'Fulfilled'

In Shopify, the term "fulfill" is synonymous with "shipped". If you're not personally shipping the order out to the customer, you should not be marking the order as fulfilled.


If you are not manually marking order as fulfilled, your store settings might be set to do it automatically. You can check this help article on how to check this.


Once you've established why the order is showing as fulfilled, and you've made sure automatic fulfillment is turned off, then for each order that didn't sync:

  • On Shopify, open the order
  • Use More Actions > Duplicate Order
  • Click "Mark as Paid" button

The order should then sync when the app next checks for new orders, or when you use the Sync Now button.


Variants manually added/Product duplicated

The app must create every product and variant on your store, in order to be able to sync orders. If you duplicated the product listing, or manually removed/added variants, the app won't be able to sync orders for them.


Create a new product with the app, then follow these steps to get the order fixed:

  • On Shopify, open the order
  • Use More Actions > Duplicate Order
  • Use the search bar to locate the new product you created with the app, and add it to the order.
  • Remove the previous product
  • Click "Mark as Paid" button

The order should then sync when the app next checks for new orders, or when you use the Sync Now button. Personalizations (engraving, buyer upload image) can be added in the app once the order has synced.


Be sure to delete all duplicated listings or listings where you have added manual variants, or removed all variants.