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Why is an order missing from Order Flow?

Orders outside your date range, not loaded yet, still being processed or hidden by your store settings do not show in the list.

Check your date range

  • Order Flow only lists orders placed in your date range. Days are counted in your store's time zone, so if it differs from yours, an order placed late at night or early in the morning can land on a different day than you expect. See Which currency and time zone do my numbers use?.
  • If you picked your date range a while ago, it may have gone back to the default range without today. See Why are my newest orders or ad spend not showing yet? and How do I change the date range?.

Check whether the order has loaded

Order Flow loads your orders in batches, newest first. When the count above the table says loaded so far, older orders have not loaded yet. They appear as you scroll down the table, as explained in What is Order Flow and what can I do there?.

To jump straight to one order, search for its number. If the search finds nothing, widen your date range first. See How do I find an order by its order number?.

Give a new order a few minutes

Orders your store settings leave out

  • With Hide free orders on, orders with a total of 0 are not listed. See How do I hide free orders from my reports?.
  • On a Shopify store with Hide Draft & In-Store (POS) Orders on, orders sold in person through Shopify POS, unpaid draft orders and the other orders that switch leaves out, such as orders with a pending payment, are not listed. With the switch off, Order Flow lists every Shopify order, cancelled ones included. See What do Show IDs and Hide Draft & In-Store (POS) Orders do?.
  • On a WooCommerce store, orders that are pending payment, on hold, failed, cancelled, unfinished drafts or in the trash are never listed.

Which orders TrueROAS counts for each kind of store is explained in Why don't my TrueROAS numbers match Meta or Shopify?.

When the list is empty

The count reads 0 Orders, the table only shows its column names, and Export and Export all are greyed out. No other message appears.

  1. Check your date range first.
  2. If the range is right, check whether visits and orders are reaching TrueROAS. See What does the setup card at the top of the Dashboard mean? and Why are my newest orders or ad spend not showing yet?.

When you see orders you do not recognise

Orders numbered #mock-1 to #mock-20, with made-up amounts and no product count in the Products column, are sample orders. Order Flow shows them when no store is set up yet, and also when your orders could not be loaded.

  1. Reload the page.
  2. If the sample orders are still there and you have added a store, check your internet connection.
  3. If they stay, contact support. See How do I get help or contact TrueROAS support?.

To add your first store, see How do I add a store to TrueROAS?.

Good to know

  • Your date range only affects your login, so someone else on the store can see other orders. Hide free orders applies to the whole store.
  • The Recent Orders card on the Dashboard always leaves out draft and in-person orders, so it can show fewer orders than Order Flow. See How do I see the latest orders and where they came from?.
  • The count above the table is not always the number of orders in your date range, because it only covers the orders loaded so far and leaves out orders worth 0. What it counts is explained in What is Order Flow and what can I do there?.
  • Export all also downloads orders that the list leaves out, such as cancelled or in-person orders. See How do I export my orders to a CSV file?.
  • Order Flow lists orders only, not leads.
  • You cannot add an order by hand, delete one from Order Flow, or make TrueROAS process an order sooner.