Troubleshooting | Order Not Appearing in the List
A customer says they ordered, but you can't find it. Where orders hide, and the difference between drafts, checkouts and orders.
Nine times out of ten the order exists and is hiding behind a filter. Run this sequence.
Clear the filters — a status tab (Unfulfilled, Open…) or an Add Filter condition from earlier quietly excludes the order. Reset to All first.
Search the global search (Ctrl/⌘+K) with the customer's name or email — it finds orders the list filter hides.
Check Drafts — an order someone built manually but never completed sits under Orders → Drafts, not in the main list.
Check Abandoned Checkouts — if the customer never actually paid, there is no order: there is an abandoned checkout with their basket. “I ordered” sometimes means “I got to the payment page”.
Check the right store — multi-store accounts: the store switcher bottom-left decides which store's orders you see.
If the customer paid but nothing exists
A payment with no order is the rare real case: a checkout that charged but failed to finalise. Check Payments → Transactions for the charge, note its reference and time, and contact support with both — that pair makes reconciliation quick.
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