Troubleshooting orders

Answers for missing buttons, missing orders and the messages the panel shows while you work on orders.

Where to find itOrders

Who can use this

Shop owner, Shop Manager

I cannot find an order

It is cancelled or incomplete. These are hidden from the normal list. Select Order Status and choose the status, or select Incomplete Orders in the page title.
A filter is on. Select Clear Filters.
You are a manager assigned to some locations. You see only those locations' orders. Opening another location's order by link is refused.
The top-bar location is set to one location. Choose All locations in the location switcher.

A button is missing

Missing button	Likely reason
Accept Order	The order is not new, is waiting for the customer's approval, is incomplete, or your shop hides the button while pickers are in use. A UPI, GCash or ready-time order shows Confirm And Accept instead
Modify Order	The order is past the allowed statuses, is a gift-card sale, or has a booked courier shipment. See Modify an order
Cancel Order	The order is past the status in Order Cancel Before, or is already cancelled
Mark as Delivered, or Mark as Ready on delivery orders	Not enabled for your shop. Ask support
Invoice	The order is not accepted yet
Schedule Time	The order has no delivery date, or is delivered or cancelled
Refund to wallet, Collect from wallet	The wallet is off, or the wallet balance is too low to collect
New on the orders list	You are a manager and the owner has not allowed managers to create orders
Share tracking, the Shipping card	Shipping is not enabled for your shop

Messages and what they mean

Message	Meaning and fix
Something went wrong.	The order's status no longer allows the action. Someone else may have acted first. Reload the page
Choose one of the payment methods listed.	Pick a payment mode from the list in Confirm And Accept Order
Choose a delivery agent.	Mark as Delivered needs a delivery guy for this order
There is no refund pending on this order.	The refund was already settled
Currently we are not delivering to the selected location	The new address pin is outside your delivery area
Slots not available / Selected time slot is not available	Choose another delivery day or slot
Bulk Action Success fully completed. with "Skipped"	The action ran, but the named orders were left out for the reason given
No products left in the order. Add at least one before saving.	An order needs at least one product. Cancel it instead
Order Expired	A payment request is no longer possible for this order
Your session has expired, so new orders are no longer appearing.	Select Sign in again

Money does not look right

I selected Refund but the customer has no money. Refund only records a refund. Send the money from your gateway dashboard. See Refunds and balances.
The amount to refund is lower than what the customer paid. Wallet balance used on a cancelled order goes back to the wallet automatically and is not part of Balance to refund.
A warning about online payments sits above the list. See Payments needing attention.
A charge I raised did not apply. The customer had already paid, so the old charge was kept and noted in the order's activity.

I hear no sound for new orders

Check Sound On on the dashboard, and that a panel page is open and signed in. For the pop-up on every page, switch on Enable Global Order Notifications. See New-order alerts.

Still stuck

Open the order's Activity card to see who did what, then contact support with the order number.

I cannot find an order

It is cancelled or incomplete. These are hidden from the normal list. Select Order Status and choose the status, or select Incomplete Orders in the page title.

A filter is on. Select Clear Filters.

You are a manager assigned to some locations. You see only those locations' orders. Opening another location's order by link is refused.

The top-bar location is set to one location. Choose All locations in the location switcher.

A button is missing

Missing button

Likely reason

Accept Order

The order is not new, is waiting for the customer's approval, is incomplete, or your shop hides the button while pickers are in use. A UPI, GCash or ready-time order shows Confirm And Accept instead

Modify Order

The order is past the allowed statuses, is a gift-card sale, or has a booked courier shipment. See Modify an order

Cancel Order

The order is past the status in Order Cancel Before, or is already cancelled

Mark as Delivered, or Mark as Ready on delivery orders

Not enabled for your shop. Ask support

Invoice

The order is not accepted yet

Schedule Time

The order has no delivery date, or is delivered or cancelled

Refund to wallet, Collect from wallet

The wallet is off, or the wallet balance is too low to collect

New on the orders list

You are a manager and the owner has not allowed managers to create orders

Share tracking, the Shipping card

Shipping is not enabled for your shop

Messages and what they mean

Message

Meaning and fix

Something went wrong.

The order's status no longer allows the action. Someone else may have acted first. Reload the page

Choose one of the payment methods listed.

Pick a payment mode from the list in Confirm And Accept Order

Choose a delivery agent.

Mark as Delivered needs a delivery guy for this order

There is no refund pending on this order.

The refund was already settled

Currently we are not delivering to the selected location

The new address pin is outside your delivery area

Slots not available / Selected time slot is not available

Choose another delivery day or slot

Bulk Action Success fully completed. with "Skipped"

The action ran, but the named orders were left out for the reason given

No products left in the order. Add at least one before saving.

An order needs at least one product. Cancel it instead

Order Expired

A payment request is no longer possible for this order

Your session has expired, so new orders are no longer appearing.

Select Sign in again

Money does not look right

I selected Refund but the customer has no money. Refund only records a refund. Send the money from your gateway dashboard. See Refunds and balances.

The amount to refund is lower than what the customer paid. Wallet balance used on a cancelled order goes back to the wallet automatically and is not part of Balance to refund.

A warning about online payments sits above the list. See Payments needing attention.

A charge I raised did not apply. The customer had already paid, so the old charge was kept and noted in the order's activity.