FAQ - Customized Orders missing from the app

If a customized order does not appear in the app, this usually means that something went wrong during the order process and the customization data was not saved correctly.

Please follow the steps below to help us investigate the issue.

Step 1: Check the order in Shopify

If you notice an order that includes a customizable product isn't showing up in the app, please check the order in Shopify first. All products customized with our app should have a set of item properties listed in the Shopify order. This additional data should look like this in your Shopify order.

If those properties are listed there correctly, but the order still doesn't show in the app, please reach out to our support in the in-app chat. Please send us a screenshot of the order item and the order number so we can check this for you.

If tho properties are missing on the customizable product in the order, please continue with step 2 and 3.

Step 2: Create a test order

Create a new test order using the same customizable product that was used in the order with the missing customization data.

This helps us compare both orders and identify where the process failed.

Step 3: Contact support with the required information

Please reach out to us and include the following details:

• The order number of the order with the missing customization
• The order number of the newly created test order
• A link to the product that was ordered

What happens next?

We will check both orders for you and analyze the order data. Based on our findings, we’ll let you know whether the missing customization data can be restored or what caused the issue.

Updated on: 06/01/2026