Why aren't my online store orders showing up in my account?

[adelinaczc]

Hi!

I have a serious issue with the orders on my website and I hope you could help me with it because it is very urgent, maybe some of you had the same issue. For some reason the orders placed on my store don’t show up in my Shopify account, I see the customers who reached checkout but it doesn’t show any product or purchase. I asked one of the customers if they made a purchase and they said yes. I even made a test order myself and it doesn’t show up on my account. I am really worried because people may have paid money already but I don’t see any order or any payment, so I can’t fulfill the orders. Please help me with this if you can.
Thank you!

[Victoria]

Hi, @adelinaczc.

Welcome to the Shopify community and thank you for sharing your question here.

I'd like to gain a bit more insight into this ongoing order issue. Could you provide more context on the following:

• Are customers receiving order confirmation emails?
• What payment gateway are the affected customers using?
• Could you check your draft orders and abandoned cart section?
• Are you able to find any information about the order(s) placed by checking your Shopify admin > Customers > Timeline section? 

I look forward to hearing back and learning more to have this issue resolved.

[adelinaczc]

Hi

• No, the customers didn't receive a confirmation email. 
• I'm using Stripe to capture the payments and until now everything worked. 
• I checked the draft orders and there are none, but when I try to look at the abandoned cart section the page keeps closing and refreshing itself and a black screen appears saying that there is some kind of issue.
• I can't find any information about the orders, in my Customer section when I look at every customer who reached checkout it doesn't show any product there, and on the test orders that were made also it doesn't show any product or order made.

[Victoria]

Thanks for all of this detailed context, @adelinaczc.

It is unusual that these orders are not appearing in the admin > Orders section and are not located under the Customers file(s). 

I'd like our team to take a closer look at your Orders, other sections of your admin and the affected customers. In order to do so, could you create a support request via the Shopify Help Center? Your account will need to be authenticated so we can ensure we're looking into the correct account. Through our community forums, we are unable to authenticate accounts.

Please let us know if you need help accessing the help center or have any additional questions. 

[CLAYYOFFICIAL1]

I'M HAVING THE SAME PROBLEM!!! I NEED HELP ASAP! I have customers or friends that say they bought something but it dosen't show up for me.

[Kitana]

Hi, @CLAYYOFFICIAL1. 

Welcome to the Shopify Community. I'll need to ask some questions to get more insight on this situation. 

- What payment gateways do you have that are active in the checkout? 

- Did the customers receive any order confirmation emails?

- Was there money withdrawn from the customers accounts? (You might have to email them to gather this information)

If you need immediate assistance please reach out to our Shopify Support team here. Use the virtual assistant chat, and write "advisor" to connect to an agent.