Troubleshooting Order Issues

Most order problems trace to one of five causes: the order is outside Indexync's initial sync window, its product isn't imported yet, a bulk operation didn't finish, the marketplace no longer allows cancellation, or the order page hit a load error. Work through the matching section below.

Applies to / Before you start

Available on: All plans.

An order I expected isn't showing up

Check whether it falls outside the initial sync window, or its product isn't imported yet. These are the two most common causes, and both self-resolve once you address them. See Order Sync & Updates for the full explanation and what to do.
If neither applies, confirm the order actually exists in the marketplace seller portal, and that the right marketplace filter is selected on Manage Orders.

An order's status looks wrong or hasn't updated

Refresh the page first. This clears most stale states immediately.
If it's still wrong, give it time to self-correct. Indexync runs an automatic overnight check that catches anything the real-time layer missed. See Order Sync & Updates for how this works and what the "Failed to sync orders in real-time" message means.
Still wrong after that? Go to Settings → Connections and confirm the marketplace shows as connected. A disconnected marketplace stops receiving updates.

Some bulk-shipped orders failed

After a bulk operation finishes, Indexync shows a results screen listing which orders succeeded, which failed, and why. Two causes cover most failures:

An order moved out of an eligible state mid-batch. If someone fulfilled or cancelled one of the selected orders on the marketplace while the batch was running, that order fails because it's no longer in the expected state.
A very large batch didn't fully finish in one run. The orders that completed are unaffected. Re-run the same operation on the remainder; smaller batches reduce how often this happens.

In both cases, re-select just the failed orders and run the operation again. See Bulk Operations & Pick Lists for the full workflow.

Cancel button is missing on an order

Indexync hides Cancel when the marketplace's own status for that order no longer allows it, most often because the order has already shipped or moved into late fulfilment. Check the order's state in the marketplace seller portal; if it doesn't allow cancellation there either, the order is too far along, and you'll need to handle it as a return once it's delivered. See Handling Returns & Cancellations for what happens to your stock in each case.

Order Details page won't load

The order may no longer exist in your account. You'll see "Order not found" if the order was removed or the link is invalid. Go back to Manage Orders and confirm it's still listed there.
A network or session blip. Refresh the page; this clears most transient load failures.
If everything else loads but this one order doesn't, navigate to it from the Manage Orders list rather than a direct link or browser history.
If nothing loads at all, sign out and back in to rule out a broken session.

FAQ

Why can't I see an order that I know exists on the marketplace?

It's usually outside Indexync's initial sync window, or its product hasn't been imported into Indexync yet. See Order Sync & Updates for both causes and how to bring older orders in.

Why did my bulk shipping operation fail for some orders?

Either an order moved out of an eligible state while the batch was running, or a very large batch didn't fully finish in one run. Re-select the failed orders and run the operation again.

Why is there no Cancel button on an order?

The marketplace's own status for that order no longer allows cancellation. Check the order directly in the marketplace seller portal.

What do I do if the order details page won't load?

Refresh the page first. If only that one order fails to load, open it from the Manage Orders list instead of a direct link. If nothing loads at all, sign out and back in.

Need more help?

If you're still stuck after working through this article, use the Feedback form, message us on WhatsApp, or email hello@indexync.com with your account details, the order ID and marketplace, a screenshot of the issue, and what you've already tried.