What should I do if an order is missing or doesn’t appear in the app?

Sometimes, due to technical issues such as:

• Webhook delays
• API connection problems
• Network interruptions
• Temporary platform downtime

an order from your sales platform (WooCommerce, Shopify, BigCommerce, etc.) may not automatically appear in the system.

To solve this, you can manually import the missing order using the Import Order feature.

🔍 What is the Import Order feature? #

The Import Order feature allows sellers to manually fetch missing orders from connected sales platforms and add them to the system for review and processing.

You can import:

• A specific order using Order ID, or
• Multiple missing orders within a selected time range

This feature works for all supported platforms, including:

• WooCommerce
• BigCommerce
• Shopify
• eBay
• Ecwid
• PayPal

🧭 How to access Import Order

1. Go to the Sidebar Menu
2. Click on Transaction
3. Select the Import Orders tab

You will see two main sections:

• Import Filters
• Import Transaction List

⚙️ Step-by-Step: How to Import Missing Orders #

✅ Step 1: Select Platform #

• Choose the sales platform where the order is missing
  (WooCommerce, BigCommerce, Shopify, eBay, Ecwid, or PayPal)

✅ Step 2: Select Store #

• Select the store linked to the chosen platform
• Only stores under that platform will be shown

✅ Step 3: Choose Import Method #

From Select Import By, choose one of the following:

🔹 Option A: Import by Order ID #

Use this when you know the exact Order ID.

Steps:

1. Select Import By → Order ID
2. Enter the missing Order ID
3. Click Submit

✔ Result:

• Only that specific order is fetched
• If the order is missing, it appears in the list with Pending status

🔹 Option B: Import by Time Range #

Use this when you are not sure which orders are missing.

Steps:

1. Select Import By → Time
2. Choose a time range:
   • 1h, 2h, 3h, 4h, 5h, or 6h
3. Click Submit

✔ Result:

• All orders that failed to import during the selected time range are fetched
• Each order appears with Pending status
• Orders already imported are automatically excluded

📋 Import Transaction List (Pending Orders) #

After clicking Submit, missing orders appear in the Import Transaction List with Pending status.

🛠️ Available Actions for Pending Orders #

Each pending imported order has the following actions:

✔ Accept Buyer #

• Confirms the order
• Moves the order into the Transaction List
• Status updates to Succeeded

❌ Mark as Cancel #

• Cancels the order
• Order will not be added to the Transaction List

👁 View #

• Opens the order details
• Allows you to verify information before taking action

🔄 What happens after Accept or Cancel? #

• Accepted orders → Appear in the main Transaction List
• Canceled orders → Removed from pending and not processed further
• No duplicate orders are created

⚠️ Important Notes #

• Imported orders always appear as Pending first
• Orders must be manually accepted or canceled
• Import Order does not affect existing transactions
• This feature ensures no sales are lost due to technical issues

✅ When should I use Import Order? #

Use Import Order when:

• An order is completed on the platform but missing in the app
• Webhook or sync failed
• You need to recover transactions quickly
• You want full control before approving the order