Order Numbers not showing up on search

[Chloemilton]

This issue has occurred a few times now - we will try and process a custom return by typing in the order number (this usually works fine) but recently when we do this, some orders do not show in search. They do however, show up if you search through pages of orders. This is obviously not ideal when we get hundred of orders a day. 

Does anyone know why this is happening and what we can do to solve? 

Thanks.

[Shay]

Hi @Chloemilton 

Thank you for reaching out about this! I can definitely understand how this is not an ideal situation. Our authenticated support team would be happy to assist you with this, we have some internal tools we can use to help resync the order numbers and ensure that you are finding the orders you need. 

To access our authenticated support, please follow this link: Shopify Help Center. Next, you will want to follow the on screen prompts to sign in, choose your topic and issue and at the bottom of the help articles provided will be all available support options. 

A workaround you can use in the meantime is searching for the order ID using the JSON for the order. 

• Grab the order_name which is usually something like #123456

• Replace the order_name at the end of this URL with the one in question: https://insertstorename.myshopify.com/orders.json?name=123456  

• This will take you to the /order.json where you will need to grab the id for the order (usually a number with at least 6 digits and is found on line 1 of the json). IE: 123456789

• Replace the order_id at the end of this URL: https://insertstorename.myshopify.com/orders/123456789 

• Press enter/return. This will lead you to the order in question.

Alternatively, you can also search using any other parameters seen in the .json for the orders. Customer ID is another great way to quickly look up orders if you know who the customer is.  If you aren't sure where to find specific information in the JSON please let me know, I'm happy to share more context around that. 

[Chloemilton]

Hi, thank you for your response. 

I tried to do your work around, using "https://odd-muse.myshopify.com/admin/orders.json?name=12345" on an order I could see on my orders page and it worked fine, but when I tried the one not visbile on search it provides a blank 

{"orders":[]}' 

But there is definitely this order on my admin as I have searched through to find it. 

Thanks 

[Shay]

Hi @Chloemilton 

Thank you for the update on this. Were you able to connect with our live support for further troubleshooting help? 

[AthiraS]

I know it's late, but I've just encountered the issue and found a solution. Passing 'status' as a parameter works:

admin/api/2023-10/orders.json?name=1002&status=any

This is working for me.