Why Is an Order's Status Out of Date, and How Does It Fix Itself?

Indexync keeps your orders up to date for you. Your marketplaces send changes as they happen, so the Orders page usually updates within seconds. Indexync also runs its own regular check for anything it missed. A stale status almost always corrects itself.

Applies to: All plans

How orders sync into Indexync

These 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 refreshes automatically, so most updates need no manual refresh.
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 regular check. Indexync also checks your orders on its own to catch any update that was missed. A missed update is rare, and usually only happens after a brief marketplace outage or network interruption. The check covers every connected marketplace, 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. Indexync's regular check corrects it to Delivered; you don't have to do anything.

When an order is cancelled or a return is approved, your stock can change too. A cancelled order puts its stock back automatically, while a returned item waits in Return until you restock it. What Happens to Your Stock on a Return or Cancellation covers each case.

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 being fulfilled. These are the orders on 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, the Pro and Scale plans 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, leave it for now. Indexync's regular check corrects most drift without you doing anything.
Still wrong the next day? 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 the Pro or Scale 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, Indexync's regular check usually corrects it; if it's still wrong the next day, 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. The Pro and Scale plans can pull older orders in with Historical Order Import.

Does the regular check cover every marketplace?

Yes. It 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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