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I Don't See My Orders

Most common reasons why you're not seeing orders created on the admin

Wondering why you're not seeing your orders even though the notification is showing an amount of pending orders? It may be due to the filtering system, order timing, or the order status. This article reviews the most common reasons.

What is the filtering tool and how to use it?

The filter tool is found in various sections, most notably in the Orders, Subscriptions, and Invoice tabs in the admin. Each section has its own filtering properties, which you can use to narrow down the search and find the exact information you're looking for.

When using the filter tool, check the date range as well as the other properties you apply. The date range includes all orders, subscriptions, or invoices for the selected period.

You can choose ALL TIME or select a specific period, such as one month, to narrow the search.

FAQ

Why am I not seeing my pending orders?

If you're seeing pending orders in the notifications section but they aren't visible in the Orders list, check the filter settings.

Orders are filtered by their shipping date, not their creation date. For example, if you have orders set to ship in September but the filter is set to August, the September pending orders won't appear.

Customer just purchased the subscription, but I don't see any orders. Why?

This may happen when a customer purchases a gift subscription and chooses a future start date. The customer profile is created with the relevant information, but the first charge and order are delayed until the selected start date.

For more information about gifting at checkout, see How gifting works.

Does this also apply to gifted one-time products?

No. Gift start date and gift duration apply only to gift subscriptions. A gifted one-time product is charged immediately at checkout, and its order is created immediately after successful checkout. The gift recipient email and gift sender name can still be collected when those options are enabled.

You'll notice a Not started label for a gift subscription with a future start date. The renewal date shown in the subscription is when the subscription will start and the customer will be billed for the first time:

Another common cause is an incoherent subscription. When you create an incoherent subscription, Subbly creates all orders for the upcoming period as soon as the charge is processed.

For example, an annual subscription shipped monthly creates 12 individual orders for that period.

Only the first order is labelled Awaiting Delivery. Orders with later shipping dates are labelled Future Shipment and do not appear when you filter for pending orders. They change to Awaiting Delivery when their shipping date is reached. ShipStation and Pirate Ship fetch orders only when their status is Awaiting Delivery; the shipping date itself does not control fetching.

If you have any additional questions, please contact the support team 24/7.

How did we do?

Adding a Tracking Number for the Order