Orders are Paid and Fulfilled but still Open

[Marc_Feathers]

We had a string of orders in a row for several hours that are all showing up in the orders page as still being open. There were a total of fifteen orders over a couple of hours. Every single one of them is in a row without fail. And then it stopped. I'm not sure why an order would show up as still open if it is paid and fulfilled, and what should I do with it to mark it as closed?

[Nick]

Hi Marc, 

Nick here from Shopify. 

That does sound very odd if I'm being perfectly honest. When you say open, do you mean it didn't mark as fulfilled after you fulfilled it? And just to confirm it eventually got marked as fulfilled after a couple of hours? Also is this the first time this has happened or has it happened since? I'm trying to understand if this is a once off occurrence. Last but not least, are these online orders or are they orders from the POS in real life side of things? Let me know

It's hard to know why this might have happened without looking into this further or knowing more details. If you could shed more light on this and share your store URL link also, it would be greatly appreciated. 

Looking forward to hearing from you. 

All the best, Nick

[Marc_Feathers]

All of our business is done on the POS, nothing by Internet.  So, when I say 'Open', what I mean was that I went to the 'Orders' section immediately under 'Home' on the shopify admin page.  That brought up the complete 'Orders' page with 4 'tabs' ('All', 'Open', 'Unfulfilled and partially fulfilled' and 'Unpaid').  I clicked on 'Open' and it had 15 orders in there.  For those 15 orders, each and every one said Payment Status was 'Paid' and Fulfillment Status was 'Fulfilled'.  The 15 orders were all in a consecutive time period with no 'Closed' (what ever is not 'Open') orders mixed in.  The orders were all on Friday December 7th, and there were 'Closed' orders both before and after this group of orders on the same day.  In using Shopify for about 15 months, this has never happened before.  I discovered the open orders several days after their occurrence.

Our store admin page is feathers-artist-market.myshopify.com/admin and the orders in question were definitely the 6395-6405 ones and I think a few before and after.  I have since selected those open orders and told the system to 'Archive' them after doing some reading online.

[Nick]

Hi Marc, 

Thanks for getting back to me so quickly. 

I looked into this further for you and this was a known issue which was resolved earlier this week. Moving forward, your orders should archive as normal. However, you will have to manually mark the other orders as archived because of this as you have done.

Should this still be causing you problems or happen again in the future, don't hesitate to let us know here or reach out to our support team directly about it here. 

Hope this helps clear up why this happened and how to manage it going forward. Any other questions, don't hesitate to let me know. 

All the best, Nick

[allisonjmiles]

I am now having this same exact issue. What can I do so my orders don't continue to be marked as "open" even though they are paid and fulfilled?

[Cameron6]

We are seeing this issue as of yesterday morning as well. Orders are staying open even after they've been paid and fulfilled. 

[ChelseyN]

We're having this same issue as of 5/12/21. Any help is appreciated!

[RenataT]

This is happening to my account also. We have 15 orders showing but all are fulfilled and compete.

[Anindita]

Hi @RenataT 

Kindly contact Shopify live chat support to resolve this: https://help.shopify.com/en/questions#/contact/chat