Import missing orders
An order that should have been processed but is not in your Orders list was filtered out by something. Importing it fixes that customer. Finding out what filtered it stops the next one going the same way, so do both.
Why orders go missing
Work through these before importing, since importing without fixing the cause means doing it again tomorrow:
- Order processing is off. Nothing is picked up at all. See Turn on order processing.
- An order status rule was not met. The order did not reach the payment, fulfilment, or delivery status you require. See Send email and show the button based on order status.
- An ignore-old-orders cutoff excludes it. Orders before your date or order number are skipped deliberately. See Ignore orders before a date or order number.
- The product had no files linked when the order arrived, so there was nothing to deliver.
- The order predates your install. Filemonk was not there. See Process orders placed before you installed Filemonk.
Set it up
For one order, use Find order, which shows the cause and the fix on one screen. See Troubleshoot a single order.
For several:
- Click Filemonk in the left menu of your Shopify admin.
- Click Orders in the app's menu, then click Bulk import.
- Paste the order numbers, separated by commas.
- Decide about Send notification emails to customers, which is how those customers get their links.
- Click Check orders, then import the ones that are ready.
Check your setup
Open an imported order and confirm it has the right files. Then place a test order to confirm new orders now come through on their own. If they still do not, the underlying cause is unfixed. See Create a test order.
Troubleshooting
Orders keep going missing after I import them
You are treating the symptom. Something is still filtering new orders: processing off, a status rule, or a cutoff. Use Find order on a recent one, which names the reason.
The order imports but has no files
Its products had nothing linked. Link the files, then re-sync the order rather than importing again.
Only some orders in my list import
The results screen gives a status per order. Not found means the number does not match Shopify; Error has a Troubleshoot link explaining what blocked it.
The customer is waiting while I work this out
Import their order, then send the email from the order. Diagnose the cause afterwards.
FAQ
Will importing email the customer?
Only if you check Send notification emails to customers. Otherwise the order comes in silently and you can send from the order when ready.
Do these orders count towards my plan?
Yes, an imported order counts like any other.
Can I import an order whose product was deleted in Shopify?
No. There is nothing to match it to. Attach files to the order directly instead.
How do I find which orders are missing?
Compare your Shopify orders for a digital product against the Filemonk Orders list for the same period. Exporting both to CSV makes the gap obvious.
Related guides
- Troubleshoot a single order, the fastest diagnosis for one order.
- Import orders, for the bulk import tool in detail.
- Turn on order processing, the most common cause.
