---
title: "Customer cannot find order"
canonical: "https://ingrid-support.refined.site/space/KB/390660103/Customer%20cannot%20find%20order"
format: markdown
---
**Symptoms:**

- Customer enters email and order number but receives “Order not found”
- Portal shows “No orders found” or “Invalid credentials”

**Root Causes:**

1. **Wrong email address**
  - Customer using different email than order confirmation
  - Typo in email address
2. **Wrong order number**
  - Customer confused invoice number with order number
  - Typo in order number
3. **Order not synced**
  - Order not yet imported from e-commerce platform
  - Integration delay or failure
4. **Order ineligible**
  - Order outside return window
  - Order from different merchant/shop

**Resolution Steps:**

1. **Verify Order Details:**
  - Ask customer for order confirmation email
  - Confirm exact email address and order number format
  - Check if order number includes prefix (e.g., “ORD-12345” vs “12345”)
2. **Check in Back-office:**
  - Search for order in Returns Back-office → Orders
  - If order exists: Check email spelling matches exactly
  - If order doesn’t exist: Check e-commerce integration status
3. **Integration Check:**
  - Navigate to Returns Back-office → Integrations
  - Verify e-commerce integration shows recent sync timestamp
  - Check for integration error messages
4. **Manual Order Import (if needed):**
  - Contact Ingrid support to manually trigger order sync
  - Provide order number and platform order ID
5. **Customer Communication:**
  - Explain order may take 5-10 minutes to appear after purchase
  - Provide correct order number format example
  - Offer manual return creation via CS team if urgent