Why do the orders seem to skip order numbers?

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  • Updated 6 years ago
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When a customer proceeds to checkout, our system creates a new order for them. If the customer doesn't end up completing the checkout process, then this order will not show up in the control panel unless you change the order view to Incomplete Orders.

Incomplete orders may appear on your store for numerous reasons including:

  • Customers simply choosing not to pay for their order after heading to your payment gateway

  • Customers entering invalid billing details and so a payment/transaction was not able to be completed

  • Customers web browsers being closed or their internet connection dropping out and them replacing the order at a later time

Sometimes, some order numbers may be missing even from the Abandoned orders area. This is because the order was deleted, which usually occurs because the customer began a new checkout process.

1.) Login to your store's control panel.
2.) Click on Orders and then View Orders.


3.) Click on the Abandoned button.


4.) Here, you'll see a list of your current incomplete orders. Remember, these are customers that have started the checkout process, but never completed it.


5.) At the bottom, you will sometimes see the message "Deleted orders also matched your search. Click here to view them."
6.) To see the deleted orders that arose from incomplete orders, click the link.


7.) Here, you'll see those deleted orders. These were deleted automatically by the system since the customer began a new checkout.


8.) To see what deleted orders are tied to other orders, you can go to your store logs.
9.) Click on Tools and then Store Logs.


10.) Search through the list until you find the order number in the logs, and you may see something like the example below. In this case, the customer entered invalid billing details, began a new checkout, and then paid successfully in a new order. Thus, this customer first created an incomplete order, which was deleted when they began a new checkout, and then successfully paid for their order.


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Drew N, Alum

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Posted 6 years ago

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