This article outlines common reasons why an order might not appear on your Gelato dashboard and provides troubleshooting steps to help you resolve the issue.
Understanding Order Syncing
When your customer places an order in your store, specific conditions need to be met for it to seamlessly transfer to your Gelato dashboard. Let’s break down these requirements:
Active Store Connection: Your store must be actively connected to your Gelato account at the time the order is placed.
Automated Order Status: Avoid manually changing order statuses in your online store, as this can disrupt the automated integration with Gelato.
Product Connection: The ordered products must be connected to your Gelato account when the order is placed.
Payment Completion: Ensure the order is fully paid for in your online store. Orders awaiting payment won’t be sent to Gelato.
Post-Order Changes: Refrain from modifying product variant options after an order is placed, as this can interfere with order syncing.
Troubleshooting Order Syncing Issues
If an order isn't showing up in your Gelato dashboard, follow these steps:
Verify Store Connection
Start by confirming your store's connection to Gelato:
In your Gelato account, navigate to the "Stores" section.
Look for the platform icon next to your store's name. An "Active" status should also be visible.
Keep in mind that orders placed before connecting your store won't be imported to Gelato.
Check Product Connection
Ensure the products in the order are correctly linked:
Go to "Stores" and select your store.
A list of your products will appear. Click the "Connected" tab to filter for connected products.
A connected product will display a number indicating the number of variants. Ensure these numbers aren't red (variants not connected) or grey (variants ignored).
Confirm Order Payment
Verify that the order has been fully paid for in your online store. Look for a "Paid" status on the order page. Orders pending payment won't be synced with Gelato.
Account for Processing Time
Allow for platform-specific order processing times, which can range from minutes to several hours. Squarespace integrations, for example, might take up to 8-9 hours.
Contacting Support
If your order meets the requirements and you've exhausted the troubleshooting steps, please take a screenshot of your order details and contact Gelato support for further assistance.
Time-Sensitive Orders
If you're dealing with a time-sensitive order that hasn't appeared in your Gelato order list within a reasonable timeframe, consider recreating the order directly on Gelato. You can find instructions on how to do this here.