Every order placed in your store arrives in Orders the moment it is placed, whether it was paid online or chosen as cash on delivery. When an order seems to be missing, it may be in another tab, hidden by a filter, waiting for its payment, cancelled automatically, or it was never placed because checkout stopped the shopper. This page goes through each case, with where to look.
Symptoms
- A shopper says they ordered, but the order is not in the To ship tab.
- The orders list shows No Orders Yet ("Orders appear here as soon as shoppers place them.") or No Orders Here ("No order has this status right now.").
- A search or filter finds nothing, and the table offers to clear the filters.
- You got no new-order email for an order the shopper says they paid for.
- Orders is not in your side menu at all.
Causes and Fixes
You Are on Another Tab, View or Filter
The tabs split orders by status, and a filter, search or saved view stays on as you move between tabs. An order placed a minute ago is in To ship only once it is confirmed; it is always in All.
How to check and fix:
- Open Orders and click the All tab.
- Look above the table for active filters (Payment, Paid, Status, a date range, Tag, Product, Total) and clear them. When a search or filter finds nothing, the table offers to clear the filters in one click.
- If you opened one of your store's saved views (a tab after the status tabs, such as "COD to call"), it carries its own filters. Click All to leave it.
- Dates follow India time. An order placed at 11:50 pm counts on that day, not the next.
See Orders List for every tab and filter.
The Search Did Not Match
The search box ("Search by order number, name or phone") looks at the order number (with or without #), the phone number, the email, and the name as written on the delivery address. A shopper's account name, or a name they gave you on the phone, may differ from what they typed at checkout.
Fix: search by the mobile number instead, or part of it (spaces and dashes are ignored). Short numbers also match phone numbers that contain those digits, so 1042 finds order #1042 and phones containing 1042.
The Order Is Waiting for Its Payment
An order paid online, and a COD order with Part Payment for COD, waits for its payment with its stock held. Until the payment arrives it is not confirmed, so it is not in To ship.
How to check: open the Awaiting payment tab.
- When the payment arrives, the order moves to To ship by itself.
- New-order emails to your team go for such orders only when the payment arrives ("cash on delivery at once, prepaid orders when the payment arrives"), so no email is not a sign that the order is lost.
If shoppers pay but orders stay here, see Payments Not Working, starting with the webhook.
The Order Was Cancelled Automatically
Two automatic clean-ups cancel orders, and both are on the Cancelled tab:
| Reason in the Order's History | What Happened | Setting |
|---|---|---|
| Not paid in time | An online or part-paid order was not paid within Time to Pay (default 30 minutes). Its stock and offer uses went back. | Online Payments card in Checkout and COD |
| Not confirmed in time | A COD order was not shipped, paid or marked confirmed within Days Before They Are Cancelled (default 7). | Order Clean-up card, Cancel COD Orders Nobody Ships (off by default) |
How to check: open the Cancelled tab, open the order, and read its history.
What to do: a cancelled order cannot be brought back. Ask the shopper to order again. To stop it happening, raise Time to Pay, or check the Unconfirmed tab every day if you use the staff call with clean-up on (see Unconfirmed COD Orders). If money was taken on a cancelled order, it appears in the banner above the list ("1 order needs a refund").
Checkout Stopped the Shopper
Some shoppers believe they ordered when checkout in fact refused, for example after pressing PLACE ORDER and not reading the message. No order is made in these cases. The messages they would have seen include:
- "We do not deliver to PIN code 302001 yet." or "Cash on delivery is not available for PIN code 302001."
- "Please confirm your mobile number with the code we sent." (the COD code was never confirmed, see COD Codes Not Arriving)
- "Please complete the check that you are not a bot." (the bot check, when your store uses it)
- "Something in your bag has just changed (stock or price). Please review your bag before ordering."
- "Your total has just changed to ₹1,349. Please check it before ordering."
- "Online payment is not working in this store just now…" (the order then waits, see above)
How to check: open Orders › Abandoned Bags. A bag counts as abandoned once the shopper reached checkout and did not order within A Bag Counts as Abandoned After (default 60 minutes). If the shopper's bag is there, they never placed the order. See Abandoned Bags.
Fix: fix the cause (a PIN rule, delivery for that area, the COD limit) and ask the shopper to try again. The abandoned bag shows what they had chosen, and Bag Reminders, when on, invite them back by themselves.
The Order Is in Another Store
If you run more than one store on one sign-in, the order may belong to the other store, or the shopper may have ordered from a different store's address.
How to check: open your account menu, choose Switch Store, pick the other store and search there. See Switching Between Stores.
Your Role Cannot See Orders
Orders shows in the side menu only for people whose role includes the right to see orders: the owner, admins, and the preset roles Order Manager and Customer Support. Catalog Editor and Marketer do not have it.
Fix: ask the store's owner or an admin to give you a role with orders in Settings › Staff and Roles. See Staff and Roles.
How to Find One Order Quickly
- Ask the shopper for their order number (it is on their thank-you page and in the order confirmation email, "Your order number is #1042.") or the mobile number they ordered with.
- Press Ctrl K (or the search in the top bar) and type the number. See Search, the Bell and Shortcuts.
- If nothing comes up, open Orders, click All, clear every filter and search the mobile number.
- Still nothing: check Abandoned Bags for their number.
Still Stuck?
Open Help from your account menu and write to Mercayo's team. Include your store's handle, the shopper's order number or mobile number (as they gave it), the time they ordered, and a screenshot of their thank-you page if they have one. A real order always has a number; if the shopper has a thank-you page with a number you cannot find, say so, and our team will look. See Contact Mercayo Support.
Questions
Does an order ever take time to appear?
No. An order is in the list the moment it is placed. An online order may sit in Awaiting payment first, which is still in the list.
Why did I get no email for a new order?
For orders paid online, the new-order email goes when the payment arrives. Also check Order Alerts in Notifications: Email About New Orders and Send to the Store Owner must be on. See Emails Not Arriving.
Can I restore an order that was cancelled automatically?
No. A cancelled order stays cancelled. Ask the shopper to order again.
Why does the To ship count differ from what I expected?
To ship counts confirmed orders not yet shipped. Orders still waiting for payment, and orders shipped already, are in their own tabs.
Do test orders show in the list?
Yes. Orders you place yourself, including test payments with Razorpay test keys, are real orders in your admin. Cancel them once checked.