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What to do if there is an order problem

This page helps quickly check common causes if an order does not open, an action is unavailable, or the data looks unclear.

The order did not appear in the list​

Check:

  1. whether the right shop is open;
  2. whether the All tab is selected;
  3. whether filters are too narrow;
  4. whether there is extra text in search;
  5. whether you refreshed the order list.

If the order is still not visible, wait a little and refresh the list again.

The order list did not load​

Refresh the cabinet page. If the problem repeats, check your internet connection and try signing in to the cabinet again.

If the list does not load for a long time, contact FastyShop support and specify the shop where you opened orders.

Filters show nothing​

Open Order filters and remove some conditions. Then clear search and return to the All tab.

A common reason for an empty list is selecting filters by status, dates, and Only needs attention at the same time.

The order does not open​

Return to the list and try opening the order again. If the order was open in another tab, refresh the page.

If the order still does not open, check that you are working with the right shop and have access to this shop's orders.

An action is unavailable​

Available actions depend on the current order, payment, and delivery state.

Check:

  1. current order status;
  2. payment status;
  3. delivery status;
  4. order history;
  5. cabinet hints.

If the action was visible earlier, the order may have changed after refresh.

The order already changed​

Refresh the order details and look at the history. Do not perform an action again if the cabinet already shows a new status.

If you are not sure what happened, do not change the status at random. First compare the history and current order data.

The buyer canceled the order​

Open the details and check the current status. A canceled order should not be processed like a normal new order.

If you already started preparation, contact the buyer only about the matter and check which actions are available in the cabinet.

The next step is unclear​

Open order details, then check the summary, payment, delivery, and history.

If the cabinet shows an available action, read its name and make sure it matches the real situation. If there is no action, the order may be waiting for another condition.

The phone or email is not visible​

Check the Buyer block in the order details.

Email may be missing if the buyer did not provide it. If there is no phone or it looks incomplete, do not invent a contact manually and do not search for the buyer in third-party sources without a legal basis.

Contact copying does not work​

Try copying again or select the contact manually. Do not leave the contact in shared notes or documents after it is no longer needed for order processing.

The shop is disabled or paused, but you need old orders​

First check whether you can open the cabinet and the Orders section for this shop.

If access is limited, contact FastyShop support and specify the shop. Do not ask the buyer to place the order again only so that you can see old data.

The order needs attention​

Open the order details and check why the mark appeared. Usually you need to look at payment, delivery, comments, history, or available actions.

Do not close the order until you understand the reason.

You need a money refund, dispute, or separate support process for the order​

Do not treat refunds, disputes, or a separate support process as a current ordinary order action if the cabinet does not show it.

Record the order number, check your settlement process, and contact the buyer. Contact FastyShop support if there is a platform error, unavailable action, or platform-rules complaint. Do not publish buyer personal data in open channels.