Orders not showing up

Why recent Shopify orders may not appear in Ordinary, and how to force a resync.

Ordinary Written by The Ordinary Team · Updated

Orders not showing up

If a checkout completed in Shopify but the order isn’t in Ordinary, one of these is the cause.

1. The sync hasn’t fired yet

Orders flow in via Shopify’s orders/create webhook. Normal latency is 5-30 seconds from checkout completion to appearing in Ordinary.

If it’s been less than a minute, wait.

2. The webhook failed delivery

Shopify retries failed webhook deliveries with exponential backoff for up to 48 hours. If our ingest endpoint was briefly unavailable (rare), Shopify’s retry will catch up.

To check:

  1. Open Shopify admin.
  2. Settings → Notifications → Webhooks (or Apps → Ordinary → Developer).
  3. Look for recent delivery attempts and their status codes.

If you see repeated 5xx responses older than an hour, contact support.

3. The Shopify token expired

Our access token can be invalidated if:

  • You changed your shop’s password / 2FA settings.
  • You uninstalled and reinstalled the app.
  • Shopify invalidated the token for security reasons.

Check Settings → Integrations → Shopify. If status is Needs reauth or Disconnected, click Reconnect and reapprove the scopes.

4. You’re looking at the wrong date range

The Orders list shows orders within the current date range filter (top-right of most pages). If you’re filtered to “Last 7 days” and the order is older, it won’t appear.

Widen the date range to “Last 30 days” or custom-pick the order date.

5. You’re on Free tier + order is outside lookback

Free-tier stores have a 30-day reporting lookback. Orders older than 30 days don’t show up in reports (they’re still stored, just not surfaced).

Starter extends to 12 months. Advanced: 24 months. See Understanding your plan.

6. The order was an $0 test

Shopify’s Draft orders and Archived orders don’t fire the same webhooks. If the order was a test via draft, it won’t come through. Real paid orders (including discounted to $0) do.

7. Force a resync

If you’ve confirmed 1-6 aren’t the issue, force a resync:

  1. Settings → Integrations → Shopify.
  2. Click Force resync last 24 hours.
  3. Wait 1-2 minutes for the background job.

This refetches orders from Shopify’s REST API and deduplicates against what we have.

Still missing?

  • Grab the Shopify order ID (number from Shopify admin’s Orders tab).
  • Email support at sales@tryordinary.com with the ID and the approximate timestamp of checkout.
  • We can trace the webhook delivery and ingest in our logs.

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