Why Is an Order's Status Out of Date, and How Does It Fix Itself?

Indexync keeps your order data in sync automatically. Your marketplaces send updates to Indexync as they happen, so the Orders page usually reflects a change within seconds. Indexync also runs a reconciliation pass overnight to catch anything the real-time layer missed, so a stale status almost always corrects itself without you doing anything.

Applies to: All plans

How orders sync into Indexync

Two things keep your orders current:

Real-time updates. Each marketplace sends Indexync new orders, status changes, payment confirmations and cancellations as they happen. The Orders page subscribes to this feed live, so it refreshes automatically. No manual refresh needed for most updates.
Tab counts update on your actions. The counts on the Orders tabs refresh after your own actions, like shipping, cancelling or a bulk action, and when you reload the page. They don't tick up the instant a new marketplace order arrives.
The overnight check. Indexync also runs a reconciliation pass overnight to catch anything the real-time layer missed. This is rare, and usually only happens after a brief marketplace outage or network interruption. It covers every connected marketplace in one pass, and corrects any drift it finds, such as an order the marketplace has marked Delivered while Indexync still shows Shipping.

You never need to trigger a sync yourself.

Example: a brief marketplace outage means Indexync misses the update telling it an order shipped. The order still shows Shipping in Indexync while the marketplace itself already shows Delivered. By the next time you check, the overnight check has corrected it to Delivered; you don't have to do anything.

The first 30 days on a new connection

When you first import a store's products (through Auto Import or manual import), Indexync also pulls that store's last 30 days of orders that are still in an active fulfilment state (grouped into the Unpaid/On Hold and To Ship/Shipping tabs). Completed or Cancelled orders older than 30 days aren't pulled in by this first order sync.

If you need those older orders, a paid plan can pull them in on demand with Historical Order Import: further back, every status including Completed and Cancelled, with settlement data included.

Example: you connect your Shopee store on 11 May. Indexync imports every Shopee order from 11 April onward that's still in an active fulfilment state. A Shopee order that was Delivered back on 1 March isn't part of that initial import; running a Historical Order Import brings it in, settlement data included.

Only orders for products already imported into Indexync appear on the Orders page. If an order arrives for a product that isn't in your catalog yet, import the product first and the order follows on the next sync.

If a single order's status looks wrong

Refresh your browser tab. The real-time connection re-establishes on page load, which clears most cases.
If it's still wrong, wait for the overnight check. It runs automatically and corrects most drift without you doing anything.
Still wrong after that? See Troubleshooting Order Issues for deeper steps.

If you see the message "Failed to sync orders in real-time" in the top-right of the screen, the live connection couldn't stay established. Refreshing your tab reconnects it and clears the message.

If orders are missing entirely

Check the 30-day window and status. Orders older than 30 days, or already Completed or Cancelled at the time you connected, aren't part of the initial import (see above).
Check whether the product is imported. An order only appears once its product is in your Indexync catalog, unless you've turned on "Include unlinked orders" for that store in Settings → Orders.
On a paid plan, run a Historical Order Import if you need orders from before you connected. See Importing Your Order History.

An order marked Limit Exceeded isn't a sync problem: it's a plan-limit state. See Plan Limits & Order Processing for what that means and how to clear it.

FAQ

Do I need to click anything to refresh my orders?

No. The Orders page updates itself as marketplace events arrive. Refreshing your browser is only useful when you want to confirm you're looking at the latest data, or to re-establish the connection after a "Failed to sync orders in real-time" message.

Why does an order still show the old status after I refresh?

Refreshing re-establishes the real-time connection but doesn't force an instant re-check of every order. If the mismatch persists, it's usually corrected by the next overnight check; if it's still wrong after that, see Troubleshooting Order Issues.

Why don't I see orders I know exist on the marketplace?

They may fall outside the initial 30-day active-order window, or belong to a product not yet imported into Indexync. Paid plans can pull older orders in with Historical Order Import.

Does the overnight check run on every marketplace at once?

Yes. One pass covers every connected marketplace.

What does "Failed to sync orders in real-time" mean?

The live connection to your order data couldn't stay established, usually from a network blip or an inactive browser tab. Refresh the page to reconnect; the orders themselves are unaffected while you wait.

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