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
- Click Filemonk in the left menu of your Shopify admin.
- Click Orders in the app's menu.
- Click Find order.
- Enter the Order name and click Find.
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. For each product and variant it says whether files are linked, whether they are linked to that specific variant or to all variants, or whether the product is marked as a custom product awaiting your upload. Link files and View files are right there.
Work through it in order
- No order found. The number is wrong, or the order is not in Shopify. Check the order number.
- Order exists in Shopify but not in Filemonk. Click Import. Then find out why it was skipped: processing off, an ignore-old-orders cutoff, or a status rule.
- Order is in Filemonk but has no products. Click Re-sync, which refetches from Shopify and rebuilds product and file links.
- Products are there but no files. Nothing was linked when the order came in. Use Link files, then re-sync.
- Everything is linked but no email was sent. Check the Settings section, 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
Importing and emailing are separate. Click Send email on the order once it is imported and correct.
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.
