How to Troubleshoot Missing Shopping Cart Orders

If an order from your shopping cart hasn't come into Order Desk, the best place to start is the Order Import Log. The log can show whether Order Desk found the order, whether it was imported, or whether it was skipped because of your import settings or another issue.

Finding the Order Import Log

Log into Order Desk and open your shopping cart integration from the left sidebar.

Scroll to the bottom of the integration page and click Show Import Log.

Logs are stored for 3 months

Order Import Logs are stored for 3 months. If the order you're looking for is older than that, its import attempt may no longer be available. You can reach out to our support team and we'll help you look into it.

Reading the Logs

Each import attempt shows the import time, how many orders were imported or skipped, who started the import, and the overall result.

If the Started By column has a blank value, it means that Order Desk ran the import automatically.

Manual imports triggered by anyone in your store will show the name of the store user who triggered it.

Click the dropdown arrow next to an import attempt to see the orders found during that import, whether they were imported or skipped, and any skip reasons.

An import marked Success means the import attempt itself finished successfully. It does not mean that every order found during that import was added to Order Desk.

It's always better to compare the Imported and Skipped totals, then open the import attempt to find the order you're looking for.

If you find the order and it was skipped, you can compare the skip reason with the import settings for your shopping cart. Check your cart's integration settings guide for more information about how those settings can affect which orders are imported.

If you don't see the order at all, make sure you're looking at import attempts from around the time the order should have been imported.

Extra Help

If you're still having troubles about why an order didn't import, you can reach out to our support team. Include your Order Desk store name, shopping cart name, and order number.

If you found the order in the Import Log, include the import time and skip reason too.