When a customer cannot find an order
Fix missing orders, lookup mismatches, and email that never arrived.
Most “missing order” reports are a filter, an import window, or a lookup mismatch — not a lost Shopify order.
The order is missing in Orstrax
- Confirm the order exists in Shopify Admin.
- Check Orders filters (status, fulfillment, cancelled, date range, saved view).
- Use Sync Orders.
- Confirm the order was created inside the first-import window (about 60 days) or was synced later.
The customer cannot look it up
Lookup needs an email and/or order name that matches what Shopify stored. Ask the customer to use the email on the Shopify order and the order name Shopify shows (including the # if that is how they search).
Confirm Website Lookup Form is on a dedicated published page, not the homepage.
Email never arrived
- Confirm the status has customer email enabled.
- Send a test from Settings → Email.
- Check spam, and confirm reply-to / from settings.
- If you use Resend or SMTP, confirm those credentials still work.
If the order never imported, historical access — not a lookup bug — is often the reason.
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