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Troubleshooting

Solutions to common issues you might encounter with ORDA.

Installation Issues​

The tracking page shows "Page Not Found" (404 Error)​

What this means: The tracking page isn't properly activated on your store.

How to fix it:

  1. Make sure you've enabled the app embed:

    • Go to Online Store > Themes
    • Click Customize on your active theme
    • Click the App embeds icon (puzzle piece in sidebar)
    • Find ORDA - Order Tracker and toggle it On
    • Click Save

  2. Wait 2-3 minutes after enabling, then try visiting the tracking page again

  3. If still not working, try reinstalling the app:

    • Uninstall ORDA from your Shopify Admin
    • Wait a few minutes
    • Reinstall from the App Store
    • Re-enable the app embed

[!NOTE] If you recently changed your store's domain, the tracking page URL will update automatically within a few minutes.

The tracking page appears but looks broken or unstyled​

What this means: There might be a conflict with your theme's CSS.

How to fix it:

  1. Try viewing the page in a different browser or incognito/private mode
  2. Contact ORDA support through the app - we can help identify and fix theme conflicts
  3. If you recently changed themes, try disabling and re-enabling the app embed

Order Lookup Issues​

"Order Not Found" error when entering order details​

Common reasons:

  1. Wrong email address: Make sure to use the exact email from the order confirmation
  2. Typo in order number: Double-check the order number format (e.g., #1001 not 1001)
  3. Order placed before installing ORDA: The app can only track orders created after installation
  4. Very old order: Orders older than 60 days may not be available

How to help customers:

Tell them to:

  • Check their order confirmation email for the exact order number and email
  • Try using their phone number instead of email (or vice versa)
  • Make sure they're not including the "#" symbol when entering the order number

Tracking information not showing for fulfilled orders​

Possible causes:

  1. No tracking number added: Check if the order has a tracking number in Shopify Admin
  2. Recently fulfilled: Wait a few minutes for the tracking info to sync
  3. Manual fulfillment: Make sure you added tracking information when fulfilling

How to fix it:

  1. Go to the order in your Shopify Admin
  2. Check if tracking information is there
  3. If missing, edit the fulfillment and add the tracking number
  4. The tracking page should update within a minute

Display Issues​

Some order information isn't showing​

Check your settings:

  1. Open ORDA from your Shopify Admin
  2. Go to Settings
  3. Review what information you've chosen to display
  4. Make sure the options you want are enabled

Tracking page shows old information​

How to fix it:

  1. Tell customers to refresh the page (F5 on keyboard or pull down on mobile)
  2. Check that the order information is correct in Shopify Admin
  3. If the problem persists, contact support

Customer Questions You Might Receive​

Here are questions your customers might ask and how to answer them:

"Where do I find my order number?"​

Tell them: "Check your order confirmation email. The order number is at the top, like #1001."

"It says my order wasn't found!"​

Tell them: "Please make sure you're using the exact email address you used when placing the order. Also double-check the order number from your confirmation email."

Tell them: "Sometimes carriers take a few hours to activate tracking links. If it's been more than 24 hours, please contact us with your order number."

"Can I track if I checked out as a guest?"​

Tell them: "Yes! Just use the email address you entered at checkout."

Still Having Issues?​

If none of these solutions work:

  1. Check the FAQ: View FAQ for more answers
  2. Contact Support: Open the ORDA app in your Shopify Admin and use the support option
  3. Provide Details: When contacting support, include:
    • What you're trying to do
    • What error message you see (take a screenshot if possible)
    • Your store domain
    • When the issue started

We're here to help! Most issues can be resolved quickly.