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ORDA
Customer service

Troubleshooting

The tracker does not appear​

  1. In the theme editor, open App embeds and turn ORDA on. It may be listed as Orda Core. Save.
  2. Confirm the Order tracker block is on the page you are opening, on the published theme, and that you saved.
  3. If you just switched themes, turn the embed on and add the block again on the new theme.

Do not uninstall as a first step. Check the embed and the block first.

"We couldn't find that order"​

The usual causes:

  • The order number is for a different order. Nearby numbers are not treated as a match.
  • The email is not the email on the order. A phone only matches the phone on the order or the shipping address, not a different number on the customer account.
  • The field was left blank. An order that itself has no email and no phone cannot be opened that way.
  • The order is not one Shopify returns for this shop.

Ask the shopper to copy the order number and the email from the order confirmation. #1001 and 1001 are the same number.

This is not limited to orders placed after you installed ORDA. If Shopify still has the order, a matching email or phone can open it.

Tracking is missing on a fulfilled order​

  1. Open the order in Shopify admin and check the fulfillment.
  2. If there is no tracking number or tracking link, add them on that fulfillment.
  3. Look the order up again.

ORDA does not fetch scans from the carrier. The link it shows is the one on the fulfillment. If the carrier has not activated that number yet, the link can exist and still show nothing on the carrier's site. That is outside ORDA.

One box is missing from a split order​

Each fulfillment is separate. If the second box has not been fulfilled in Shopify, the page cannot show a tracking link for it. Fulfill the remaining items and add their tracking.

The product page has no delivery date​

The Estimated delivery block draws a blank on purpose when it has nothing safe to say.

  1. Confirm the block is on the product template and the theme is saved.
  2. Open Delivery rules. If the list is empty, add a rule. The first one becomes the default.
  3. If rules exist, check the country code and product tag. A rule limited to US will not match a visit from another country. Leave the country or the tag blank to match any.
  4. Check the cut-off (HH:MM in the store timezone), processing days, and transit range. The minimum transit days cannot be higher than the maximum.

The date on a tracking result is different. That one comes from the shipment in Shopify. A product-page rule does not fill it in, and a shipment date does not fill the product-page block.

The home page has no delivery performance​

On-time delivery, average transit time, and delay rate need delivered shipments in the date range you picked (last 7, 30, or 90 days, or all time). A new store, or a range with no delivered orders, stays empty. Lookup totals can still show.

A lookup is not found, but the order is correct​

Compare the email on the order in Shopify admin with what was typed, including dots and the domain. For a phone, compare the number on the order and on the shipping address. Formatting can differ; the digits have to be the same number, and it has to be long enough to be a phone number rather than a short code.

Still stuck​

Email hello@xco.agency with the shop domain, the order number, whether you tried email or phone, and a screenshot of the storefront and the fulfillment. Do not send a customer's full address. See Support.