Why are my orders mysteriously disappearing before fulfillment?

Retail & Point of Sale

Topic summary

Orders are vanishing from a Shopify store before fulfillment, with no cancellation or deletion initiated by the merchant. The issue occurs daily and was first noticed after a customer’s order could not be found.

  • Merchant uses apps that automatically book shipments with a courier portal; their developer reports the apps are functioning correctly.

  • Shopify support initially suggested third‑party app interference, then stated orders were not properly synced (i.e., not appearing due to data synchronization issues) and began restoring them.

  • After restoration, some orders reappeared marked as canceled, despite the merchant not canceling them. Concerns about losses were raised.

  • No confirmed root cause or permanent fix has been provided. The problem remains ongoing.

  • Another participant asked whether a solution was found, indicating the lack of resolution or shared workaround.

Summarized with AI on January 6. AI used: gpt-5.
1

Hi, I was checking on my orders and I came to know that several orders were missing. A customer reached us and ask about his order but when we searched there was no such order.

Then I realized tons of orders were missing. Let me tell you they were NOT CANCELLED. There is no option to delete any order. They were vanished.

It is happening daily! Daily I check my orders and even before fulfillment they just vanish.

I talked to Shopify support they told me that check if any app is causing this. ( I am using few apps which are used to automatically book the order on the courier company’s portal ). I checked with my developer and he assured me that they are working fine.
Again I asked Shopify support, they said that orders were not synced properly that’s why they are not showing up. And now they are restoring each order. Now some of the missing orders showed up but they are canceled already. I did not cancel any of the order.

please help me out I am not getting any help from Shopify they just keep saying that we are restoring the orders. I mean what about the loss?

2

Did you find any solution?