An Order Did Not Import
When a marketplace order shows up on the source platform but never appears in Commerce Kitty, the cause is one of the items below. Most fixes are quick once you know where to look.
Step 1. Confirm the plugin has Import Orders enabled
Open Configuration → Plugins, find the plugin for the platform the missing order came from, and check that Import Orders is turned on. If it is off, no orders from that platform will ever import.
Turn it on, save, and wait a few minutes for the plugin to catch up. Recent orders should start appearing.
Step 2. Confirm the plugin is on exactly one channel
A plugin with Import Orders enabled must be assigned to exactly one channel. If it is on more than one, Commerce Kitty refuses to import orders to avoid creating duplicates.
Open the plugin and check the Channels field. If multiple channels are listed, remove all but one and save. Then check whether the missing order shows up.
This is one of the most common causes of "missing orders" reports. Always check this first.
Step 3. Check the order's age
Most plugins import orders going forward from the date they were enabled. If the missing order was placed before the plugin was connected, it will not import automatically.
For older orders, you have two choices:
- Trigger a backfill if the plugin supports it (check the plugin page for a "Sync historical orders" action)
- Create the order manually using the order wizard
Step 4. Check for plugin errors
Open the notifications bell. If a recent error notification mentions the plugin or the order, that is your clue. Common error patterns:
- Missing product: The order references a SKU that does not exist in your Commerce Kitty catalog. Import the product first or create it manually.
- Missing customer fields: The order has incomplete buyer data and Commerce Kitty could not create a customer record. This usually requires support to investigate.
- API rate limit: The platform is throttling the plugin. Wait 15 minutes and check again.
Step 5. Check the plugin authorization
If the plugin lost authorization, no orders are coming through at all. Check the plugin's status. If you see an authorization error, click Reauthorize and complete the OAuth flow again.
Step 6. Verify the order really exists on the source platform
Sometimes the order looks "placed" on the source platform but is actually still in cart, pending payment, or held for review. Commerce Kitty only imports orders that have moved past those states.
Open the order on the source platform and check its status. If it is paid and confirmed, it should import. If not, fix the status on the platform first.
Step 7. Force a manual sync if available
Some plugins support manual sync triggers from the plugin detail page. If yours does, use it to force a fresh pull from the platform. This can shake loose orders that were waiting in a queue.
Still missing?
If you have worked through every step and the order still has not arrived, open a support ticket with:
- The order number from the source platform
- The platform name and the plugin you expect it to import through
- When the order was placed
- What you have already tried