Troubleshoot a single order

When a customer says they did not get their files, Find order answers why in one screen. It shows whether Filemonk has the order, what your settings would have done with it, which products carry files, and whether an email went out. Every fix you might need is on the same screen.

Before you begin

Have the Shopify order number to hand, for example 1001.

Set it up

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

2. Click Orders in the app’s menu.

3. Click Find order.

4. A Find order window opens. Enter the number in Order name, without the # prefix, and click Find. Settings, Status and Products appear below the field in that window.

   

Read the result

Settings tells you what your configuration does with orders like this one: whether email delivery is on, whether emails only go out when the order matches a specific status, or whether digital order processing is switched off entirely. Each comes with a button to change it.

Status tells you what happened to this order: when it was placed, whether it reached Filemonk, and whether an email was sent. From here you can View the order, Import it if Filemonk never picked it up, Re-sync it to rebuild its links from Shopify, or Send email.

Products is usually where the answer is. There is one card per product in the order, badged with the variant bought. Each line says what is linked, for example “Files linked to Dawn” with a green tick, “No files linked to ‘all variants’ of The Complete Snowboard”, or “No files linked specifically to Ice” with a warning. Link files and View files sit on the line they apply to, so you can fix it without leaving the panel.

Work through it in order

1. Order exists in Shopify but not in Filemonk. Find out why it was skipped first: processing off, an ignore-old-orders cutoff, or a status rule. A cutoff blocks imports too, so clear or lower it before you import. Then click Import.
2. Order is in Filemonk but has no products. Click Re-sync, which refetches from Shopify and rebuilds product and file links.
3. Products are there but no files. Nothing was linked when the order came in. Use Link files, then re-sync.
4. Everything is linked but no email was sent. Check Settings at the top of the panel, then click Send email.

Check your setup

After fixing, open the order and confirm it lists the right files, then use Visit Download page to see what the customer sees. If you sent an email, check the email history shows it going to the right address.

Troubleshooting

Re-sync didn't bring the products back

Re-sync rebuilds from what exists now, so if the Shopify product was deleted there is nothing to rebuild. Attach the files to the order directly instead.

The order imported but the customer got no email

Email delivery is off, or a status rule is holding it back. Fix that, then click Send email on the order.

Import fails with an error

The screen lists the reasons. The common ones are a product with no files linked, or a deleted product. Fix what it names, then import again.

Import is blocked and mentions spam

Your store has been stopped from sending email because the content was marked as spam. Contact support rather than retrying.

The customer bought a variant with no files

The screen says so per variant. Either link files to that variant, or link them to all variants so any purchase delivers them.

FAQ

What is the difference between Import and Re-sync?

Import brings an order into Filemonk for the first time. Re-sync refetches an order Filemonk already has and rebuilds its product and file links, which is the fix when an order shows no products.

Will re-syncing email the customer again?

No. Re-syncing rebuilds the order’s data. Sending an email is a separate action you choose.

Can I fix many orders at once?

Yes, for import and re-sync. Use Bulk import from the Orders page with a list of order numbers. See Import missing orders.

The customer is waiting. What is the fastest fix?

Get them their files first: send the email from the order, or copy the download page link and send it yourself. Then work out why it failed so it does not repeat.

Related guides

• Import missing orders, for more than one at a time.
• Manage your digital orders, for the order list itself.
• Turn on order processing, the most common root cause.