Orders being cleared spontaneously

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All of a sudden we've started to notice orders not showing up in Shippingeasy (from BigCommerce), but when we search for the order number we see it is in there with a status of "Cleared". Why could this be? We aren't doing anything different from the past, but have never encountered this before.

Thanks

Official Comment

Hi Noah,

I'm sorry to hear you are having trouble!

Was the status of these orders changed in BigCommerce after they were synced to ShippingEasy? If they were marked as shipped in BigCommerce or marked as refunded, they would clear automatically. Here is more information on how ShippingEasy works with BigCommerce. It is also possible someone from your team is clearing these orders manually.

Since you are on our paid Basic plan, if the status is not changing in BigCommerce, would you please email the order numbers that cleared that should not have to support@shippingeasy.com, or contact us using the links in the application so we can look into this further for you?

Warm regards,

Taylor Painter

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We have this issue randomly. There's no change to the order in Shopify, but a few orders will just randomly get cleared from ShippingEasy. This is frustrating, especially considering as far as I can tell, there's still no way to view cleared orders or to bring them back. 

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Hi Patricia,

I'm sorry to hear you are having trouble with orders clearing from your store!

Do you know if the status of these orders changed in Shopify after they were synced to ShippingEasy? If they were marked as shipped in Shopify or marked as refunded, they would clear automatically. Here is more information on ShippingEasy works with Shopify. It is also possible someone from your team is clearing these orders manually.

I'm going to reach out to you via email so we can further investigate this issue for you.

Warm regards,

Mercedes 

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