A customer says they ordered but I can't find it, or an order is stuck — what do I do?

This article gathers the most common order problems and their fixes. Start with the first cause in each section — it's the most likely.

A customer says they ordered but I can't find it

1. A filter or tab is active

Make sure you're on the "All Orders" tab, the "Search" box is empty, and click the reset button if it's showing. The date filter doesn't include orders placed on the "End Date" itself — set it to the day after.

2. The page has been open for a while

If you see a "new order received" bar, click "Refresh", or reload the page in your browser.

3. Search differently

Type the customer's phone number or email in "Search" instead of their name. Guest orders show "Guest" in the customer column, so you won't spot them by name in the list, but search finds them.

4. The order never completed

Ask the customer: did they reach the success page showing an order number? Did they get a confirmation email? If not, the order wasn't placed. Common messages shoppers see at checkout:

• "Invalid mobile number — it must start with 010, 011, 012 or 015 and be 11 digits."
• «لازم تختار منطقة الشحن» ("You must choose a shipping area") — no delivery area was selected.
• "Payment method unavailable" — the chosen payment method isn't active.
• "No payment methods available" — no payment method is active in your store. Turn on cash on delivery in your payment settings.

Ask the customer to try again, and if the problem continues send us the details.

I can't change an order's status

• No "Change Status" button: the order is "Cancelled" or "Received" — final statuses that can't change.
• "You are not authorized to perform this action.": you're a team member and need permission to edit orders from the store owner.
• "Something went wrong. Try again later.": refresh and try again. If it persists, contact support with the order number.

The order was delivered but still shows "Waiting for Payment"

Open the order and use "Record Payment" to record that you received the money — see this article. Note that online-payment orders (Paymob and Kashier) are not marked paid by changing their status or by hand; only the gateway confirms them.

The customer didn't receive an email

• Ask them to check their spam or junk folder.
• Check the email in the "Delivery" card on the order page — it may be mistyped.
• Emails can't be resent; send the invoice with "Send PDF via WhatsApp" instead.

The customer isn't on the Customers page

The Customers page lists account holders only. A shopper who ordered as a guest won't appear there — see Who appears on the Customers page?.

Still stuck?

Contact support through the contact page and include: your store link, the order number (if any), when the order was placed, the customer's phone or email, and a screenshot of any error message.