Customer placed an order and the payment got processed but the order was not visible on my store

Technical Q&A
1

Hi!

So a customer placed an order on my Shopify store on March 15th 2021 and made the payment via the online payment gateway but I did not receive the order details. Why did this happen? Can you please help me out with it? I have never experienced this before.

2

Hey @rihenajmera !

This is Finley from the Social Care team at Shopify. Thanks for reaching out! From your post, I understand that a customer placed an order, but you don’t see this in the Orders section of your Shopify admin, is that right?

Were you able to confirm that your customer did indeed complete all steps of the checkout? Otherwise, it might be possible you’re viewing your orders under a certain filter. If you can confirm that you searched for the order under your unfulfilled/ open orders, that would be wonderful:

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A couple of bits of information that would also be helpful are:

  • How you confirmed the customer placed their order. For example, if they provided a screenshot of their bank statement or received an order confirmation email notification.
  • Whether you’ve tried clearing your cache or trying from another browser. The order might not be visible if there’s an issue with the browser.

In any case, we’re more than happy to take a look at your account to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

Since this is the next step, I’ve marked this reply as the solution for the benefit of others who may discover this topic. Thanks!