Import missing orders

Use this guide if a digital order doesn’t show up in Filemonk. You can find out why and import it yourself: Find order checks and imports one order, and Bulk import checks and imports a list of orders at once.

To import your whole order history when moving from another app, use Import orders instead.

Before you begin

An order is usually missing for one of these reasons. Fix the cause as well as importing, or the next order goes missing the same way:

1. The products in the order had no files linked in Filemonk when the order was placed.
2. Digital order processing was turned off in Filemonk. See Turn on order processing.
3. The order was placed before you installed Filemonk.
4. The order is before your Ignore old orders cutoff. The cutoff also blocks imports, so clear or lower it first. See Ignore orders before a date or order number.

Find order shows which of these applies to a specific order.

On the Start plan, an order you import here counts towards your 50-order monthly limit once the customer gets their download email or opens their download page. Lite and Plus have unlimited orders. See Filemonk pricing and plans.

What customers will see

With Find order, the customer gets their download email once the order is imported, as long as email delivery is on, following your email settings. With Bulk import, customers are emailed only if you tick Send notification emails to customers.

Set it up

Import one order with Find order

1. Click Filemonk in the left menu of your Shopify admin.

2. Click Orders in the app’s menu, then click Find order at the top of the page.

3. In Order name, enter the order number, for example 1001, and click Find.

4. Check the three sections Filemonk shows:

   1. Settings: whether email delivery and digital order processing are on. Click Change or Enable to fix a setting that’s off.
   2. Status: when the order was placed in Shopify, and when it was added to Filemonk if it’s already there.
   3. Products: for each product, whether files are linked to that variant, to all variants of the product, or whether it’s a custom product. Click Link files to link files to a product that has none, or View files to check the files already linked.

5. Link files to any products that need them.

   

6. In the Status section, click Import.

If the order is already in Filemonk, click Re-sync to refresh it from Shopify, or Send email to send the customer their download link again. For more on this screen, see Troubleshoot a single order.

Import several orders with Bulk import

1. Click Filemonk in the left menu of your Shopify admin.

2. Click Orders in the app’s menu, then click Bulk import at the top of the page.

3. In Order numbers, enter the order numbers separated by commas, for example 1001, 1002, 1003.

4. To email customers their download links, tick Send notification emails to customers. Leave it unticked to import without sending emails.

5. Click Check orders.

6. Review the results. The summary shows Total orders, Ready to Import, Imported and Errors, and each order has a status:

   Status	Meaning
   Ready to import	The order was found in Shopify and can be imported
   Imported	The order is already in Filemonk
   Not found	No order with that number was found. Check the number
   Error	The order couldn’t be checked or imported

7. Import the orders in one of these ways:

   1. Click Import all orders to import every order that’s ready.
   2. Select the orders you want and click Import selected.
   3. Click Import on a single order.

A progress bar shows how many orders have been imported. For an order that’s Not found or shows Error, click Troubleshoot. This opens the order in Find order so you can see what’s wrong.

Re-sync orders that are already in Filemonk

If the orders you checked are already in Filemonk, the buttons change to Re-sync, Re-sync selected and Re-sync all orders. Re-syncing fetches the order from Shopify again and rebuilds its product and file links. Use it when an order in Filemonk shows no products, or after you’ve linked new files.

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 don’t, the underlying cause is still there. See Create a test order.

Troubleshooting

No order found. The order number may be incorrect.

The order number is wrong or the order doesn’t exist. Check the number in your Shopify admin and enter the number only, for example 1001.

The order won't import because it's before the Filemonk cutoff

The order is before your Ignore old orders cutoff. Clear or lower the cutoff on the Orders tab in Settings, click Save, and import again. See Ignore orders before a date or order number.

Your store is blocked from sending email

The message reads “We were unable to process the import. Your store is blocked from sending email”. Your store’s email content was flagged as spam. Contact support to review your email template.

There are no files or custom products linked to this order

None of the products in the order have files linked. Click Link files in Find order for each product, then click Import again.

A customer profile is not linked to this order

The order has no customer in Shopify. In your Shopify admin, open the order and link or create a customer, then import again.

This store is not enabled to process orders

Digital order processing is off. Click Enable in the Settings section of Find order, then import again.

The order shows no products in Filemonk

The order’s product links are out of date. Click Re-sync in Find order or Bulk import.

The customer didn't get an email

Email delivery is off, the order has no email address, or the order doesn’t match your email status rules. Check the Settings section in Find order. See Send download links for orders without an email.

The order is for a custom product

Custom products need files uploaded to each order. Open the order and upload the customer’s files. See Sell customized or personalized digital products.

FAQ

Why didn't my order import automatically?

Usually because its products had no files linked when it was placed, or digital order processing was off. Use Find order to see the reason for a specific order.

Can I import orders placed before I installed Filemonk?

Yes, unless they’re before your Ignore old orders cutoff.

What happens if I import an order that's already in Filemonk?

It isn’t duplicated. The button shows Re-sync, which refreshes the order from Shopify.

How many orders can I import with Bulk import?

Bulk import works best for a list of up to about 100 orders. To import your whole order history, use Import orders.

Can I import an order whose products don't have files?

Not if none of its products have files. Link files first, then import. If only some products have files, the order imports and the customer gets files for those products. Link the rest later and click Re-sync.

How do I send the download email again for an order?

Open the order in Find order and click Send email.

Related guides

• Troubleshoot a single order, the fastest diagnosis for one order.
• Import orders, to import your whole order history.
• Turn on order processing, a common cause of missing orders.
• Ignore orders before a date or order number, if the cutoff is blocking an order.