When I search a certain order by # (ex: #14571), I am able to find the order directly. When I search an order #14570, I can’t find it. The only way I’m able to find it is by going to the customer’s account and finding it in their orders. This is strange and is worrying my accountant who is unable to see that order (it is partially unpaid) and though the books seem right we don’t want to be missing any orders.
I’ve backchecked for any apps that could be modifying orders and this one in particular shouldn’t have been affected. It was done via draft order.
Hey there, @mv5 . Thanks for taking the time to make a post in the Shopify Community regarding this issue you’re facing with this order. It’s good to meet you! I’m happy to take some time to chat with you, and get this resolved.
I have suspicion that this may be related to the order being a draft order, but I do have some tests I’d like you to do first before moving onto some next steps:
Login to your Admin, and navigate to your ‘Orders’ page
Click the magnifying glass symbol towards the top right of this page
In the search bar, type ‘draft’ along with the order number
In addition to this, please make sure that you have no additional filters turned on that would impact shown results
Though it may seem redundant, I’d love for you to give that a try and let me know if the order appears. If it does appear, try another search just using ‘draft’ and see if it shows up again. Regardless of the outcome, be sure to follow up with me here and let me know what happens.
Hey there, Paer. Thanks for jumping in on the thread here!
We don’t have any ongoing incidents at the moment related to this, so the likelihood of this impacting you in a way where you would be unable to process orders is very, very low. The original poster outlined that their other orders are fine, only their ‘draft orders’ are being impacted, which are orders that they would’ve made themselves by hand.
I do have a question you may be able to assist me with if you’re also experiencing this issue with your own draft orders:
First, can you try the steps I outlined in my first reply here, and let me know the outcomes that you experience?
Also, can you let me know when you first noticed that you haven’t been able to see your draft orders when searching for them? Is this a new behaviour, or something that has been happening for as long as you can remember?
Hey there, @mv5 . Thanks for jumping in on the thread!
Thanks for sharing your experience with this issue here with everyone. I’m happy to hear that our Live Support Team was able to resolve this for you. I also appreciate you marking your post as the solution - this will allow other folks with the same problem to find a resolution more quickly.
For @Paer , and anyone else that comes across this thread, you can use this link here to reach out to the Live Team so they can get you authenticated and resolve this for you.
