Introduction
The AutoDS Orders page serves as your centralized hub for managing all dropshipping orders across various stores. This comprehensive page simplifies and automates the entire order fulfillment process, from the moment a customer places an order until delivery confirmation. You'll learn how to navigate key features, understand order statuses for different automation types, apply filters, edit order details, and troubleshoot orders not showing in the AutoDS platform.
Benefits of mastering the Orders page:
Monitor and manage all orders in one centralized location.
Automate order fulfillment and tracking updates to save time.
Customize your workflow with filters and export features.
Identify fulfillment issues quickly and take corrective action.
Edit order details before processing to prevent delivery errors.
Track estimated arrival dates without checking supplier sites individually.
Troubleshoot missing orders and resolve connection issues.
Orders settings
The Orders Settings is a section within the Orders tab in the Supplier Settings area of the AutoDS platform. This section allows you to configure how orders are processed, tracked, and fulfilled for each supplier. These configurations apply across all orders from that specific supplier and directly control how orders appear and behave on your Orders page.
To learn more about all Supplier Settings, click here.
To access and configure the Orders Settings:
Go to Settings in your AutoDS account.
Select Supplier Settings from the menu.
Choose the supplier you want to configure.
Open the Orders tab to view and edit automation settings.
Click Save after making your changes.
Order automation configuration options
The configurations in the Orders Settings section control how your orders are handled on the Orders page when using Fulfilled by AutoDS (FBA) or Auto-Order automation, and do not affect manual order handling.
Each configuration directly impacts what you see and how orders behave on your Orders page:
Setting/Description | Additional details |
Override customer's phone number: | Some suppliers require a valid phone number for shipping purposes, even when customers don't provide one during checkout. This setting ensures orders are not rejected due to missing or invalid phone numbers.
How it works: When enabled, AutoDS automatically replaces missing or invalid phone numbers with either the default placeholder number or your custom number before submitting the order to the supplier. |
Mark order as delivered automatically: | Platform-specific behavior:
|
Set order as shipped:
| Options: • Shipped status: Once the tracking number is uploaded to your selling channel.
• Ordered status: As soon as the order is processed with the supplier.
• Order is received: When the buyer places the order in your store.
Why this matters: Different selling channels have different policies for when orders should be marked as shipped. Configure this setting to match your channel's requirements and avoid late shipment penalties. |
Tracking conversion: | Some selling channels only accept tracking numbers from specific carriers. Tracking conversion transforms unsupported tracking numbers into compatible formats so your orders are properly tracked on your selling platform.
Example: If you use a Chinese supplier but sell on eBay US, converting to QTrack or Bluecare ensures eBay recognizes the tracking number and protects your seller metrics.
Learn more about all tracking number conversion options here. |
Maximum Purchase Order Price: | Price fluctuations can occur between the time you list a product and when a customer orders it. This setting protects you from accidentally fulfilling orders where the supplier price has increased significantly, which could result in unexpected losses.
Example: If the price of a product is more than $500, the auto-order will fail as protection, allowing you to review it first before sending it to process or order it manually.
How it works: Before processing an order, AutoDS checks if the current supplier price exceeds your Maximum Purchase Price. If it does, the order fails with an "Exceeded Maximum Purchase Price" error, allowing you to review and decide whether to proceed manually. |
Maximum Loss: | Supplier prices can increase between price scans, turning profitable orders into loss-making ones. This setting acts as a safety net to prevent fulfilling orders that exceed your acceptable loss threshold.
Example: If there was a sale with a loss of $3 (the price was raised after the last scan) and your maximum loss amount was set to $1, the system will fail the order to avoid the loss.
Calculation example:
If your Maximum Loss is set to $1, this order will fail because the actual loss ($2) exceeds your limit ($1). |
Enable automatic messages to buyers (eBay API stores only):
| The Automatic Messages feature is available exclusively for eBay API stores.
This feature enables you to automate customer communication at key stages of the order lifecycle, enhancing customer satisfaction and fostering positive feedback.
Available automatic message triggers:
Note: Automatic messages are sent directly from your eBay account using AutoDS automation. Ensure your message content complies with eBay's communication policies to avoid account warnings or restrictions. Learn more about the customer support feature here. |
Gift message:
Edit the gift message that will be sent to customers (supported suppliers only). | Adding a personalized gift message creates a positive unboxing experience and encourages customer loyalty. It also helps differentiate your store from competitors and can lead to better reviews and repeat purchases.
How it works: When you enable this feature, the gift message is included with the order when shipped by the supplier (if the supplier supports gift messages). Not all suppliers offer this service, so availability depends on your chosen supplier. |
Important: Because Automatic Messages is available exclusively for eBay API stores, for any selling channels that are not eBay, under the Automatic Messages section inside the Orders tab, you'll have only the option to click on the ✎ icon to edit the gift message sent to the customer.
Orders page overview
The Orders page provides a complete overview of your dropshipping orders, offering tools to filter, customize, and export data for streamlined workflows.
The image below shows the Orders page interface with key tools and features:
Tool/Feature | Description |
1. Add filter | Filter orders by criteria such as order status, buyer account, supplier, store name, or date range. This feature helps you quickly locate specific orders or groups of orders that require attention.
Click here to learn more about filtering your orders. |
2. Balance funds for Fulfilled by AutoDS (FBA) | View your Fulfilled by AutoDS (FBA) balance, load additional funds, access your purchase history, and download invoices for accounting purposes. |
3. Auto-Order credits | See your available Auto-Order Credits and purchase additional credits when needed. These credits are required for automated ordering functionality. |
4. Customize display | Click the three lines (|||) icon to customize which columns appear on your Orders page. You can disable, enable, and rearrange columns to create a personalized view. This allows you to focus on the information most relevant to your workflow. |
5. Export | Export your orders as a CSV file sent directly to your email. The export uses whatever filters you currently have applied, making it easy to analyze specific subsets of orders. |
6. Product image | Click any product image to open a detailed pop-up containing the Buyer, Order, and Product tabs. |
Order details and information tabs
When you click the product image or open the order menu (three dots) and select Edit order, a pop-up opens with three tabs, each containing different types of detailed information about that order:
Tab | Description |
Buyer | View and edit all customer information, including name, complete shipping address, and phone number. This tab ensures you have accurate delivery details before fulfillment and allows you to update any incorrect or incomplete customer information to prevent delivery errors. |
Order | Get a comprehensive summary including the Buy Order ID, purchase date and time, current status, tracking number, and more. This tab also allows you to add tags and internal notes for better organization. You can update order-level details such as status, pricing, fees, and buyer account information from this tab. |
Product | Use this tab to change the product's source ID, such as replacing the supplier link for this specific order without affecting other listings. This is useful when the original supplier is out of stock or cannot ship to the buyer's location. You can modify the supplier, warehouse, Buy URL, and variant information for this individual order only. |
Important: Changes made in the Product tab only affect the current order and do not modify the product details in your main AutoDS account, such as title, description, or images.
Learn more about all available changes to each order tab here.
Available columns and fields
The Orders page displays multiple columns to help you track order information:
Field | Description |
Title | Product name as listed in your store. |
Date | Date when the order was placed or registered in AutoDS. |
Status | Current order status, such as Pending, In Order Progress, Ordered, Shipped, Delivered, or Canceled. |
Automation | Shows how the order was placed.
|
Estimated Arrival | Estimated delivery date based on the supplier's shipping timeframe to the buyer's region. |
Note | Add custom notes by clicking the note icon to track special instructions or reminders about specific orders. |
Edit (Quick Actions) | The three dots menu provides quick access to edit order details, send to automation, mark as paid, view order logs, or open the source product. |
Sourcing Request | Request alternative sourcing to find more cost-effective or profitable item options when your current supplier doesn't meet your needs. |
Tracking Number | The supplier's tracking number, which you can click to view the real-time shipping status on the carrier's website. |
Item ID | Product's ID on both the supplier site (Buy Item ID) and your selling channel (Sell Item ID) for easy reference. |
Buyer Username | Username of the buyer on your selling channel platform. |
QTY | The quantity of items purchased in this order. |
DAS (Days Awaiting Shipment) | Number of days that have passed since the order was placed while still awaiting shipment from the supplier. |
Customer | Buyer's full name for shipping purposes. |
Address | Complete shipping address where the order will be delivered. |
Store | Name of the store where the order was placed, useful if you manage multiple stores. |
Price | Displays both the supplier price (buy price) and the selling price on your channel. |
Profit | Calculated profit made from this order after deducting costs and fees. |
Fee/Tax | Taxes and fees from the supplier, which are auto-calculated when using AutoDS automation. |
Order ID | Includes both Buy Order ID from the supplier and Sell Order ID from your selling channel. |
Tags | Custom tags you've added for easier order management and filtering. |
Order statuses
Order statuses in AutoDS provide clear visibility into where each order stands in the fulfillment process. The status you see depends on whether you're using automation (FBA or Auto-Order) or handling orders manually.
Every order on your Orders page will display one of five main statuses: Pending, Ordered, Shipped, Delivered, or Canceled. Understanding what each status means helps you track fulfillment efficiently and identify when action is needed.
Important note about automation: If you've chosen to use automation, whether Fulfilled by AutoDS (FBA) or Auto-Order, do not manually change the order status from Pending to Ordered. Doing so will interrupt the automation process, and your order may not be fulfilled correctly. The system will automatically update the status once the order is processed, which may take up to 24–48 hours.
Note: For manual order handling, Pending will be the only status automatically shown on your Orders page, and you must update all other statuses yourself as the order progresses.
To check the order status for FBA orders or Auto-Order automation, refer to the status explanations below:
Status | Description |
Pending | The order is waiting for your action or automation processing, according to your Orders Settings configuration for this supplier.
For FBA orders: If the “Automatic orders” checkbox is disabled, orders remain in Pending until you manually change the status to Send to Auto-Order. AutoDS processes them through FBA once triggered.
For Auto-Order: If both checkboxes are disabled, orders stay in Pending until you manually change the status to Send to Auto-Order. AutoDS processes them through the buyer account once triggered. |
In Order Progress | For FBA orders and Auto-order:
 Yellow background: The order is queued and waiting to be processed by the system. Depending on the estimated processing time (ETA), this stage can take up to 48 hours before changing to a white background (the next stage).
 White background: The order is actively being processed by the system. It will soon update to either “Ordered” or “Failed”, depending on the result.
Processing time: within 24-48 hours.
For auto-order full automation: If your order is stuck In Order Progress, verify that your buyer account is in Active status with no payment or login issues. |
Ordered | For FBA orders and Auto-Order: The order has been successfully placed with the supplier, payment has been processed, and the supplier has confirmed receipt.
What to do: The system will automatically fetch and add the tracking number once available. Check the Estimated Arrival column to see when your order is expected to be delivered.
Important: Orders cannot be canceled once they reach this status. If a buyer requests cancellation, you'll need to wait for the order to ship and then request a return label after delivery. |
Shipped | The supplier has shipped the order, and the AutoDS system has captured the tracking number.
What to do: The system automatically checks tracking information every 6-12 hours and updates the order logs. Click the tracking number to view real-time shipping status.
To learn more about tracking updates, tracking numbers, and tracking conversion, please refer to this article.
For FBA orders from Amazon suppliers, you'll see an "Amazon Screenshot" showing detailed delivery information.
For Auto-Order automation, you can log in to your buyer account directly for the most current information. |
Delivered | For FBA orders: Tracking information confirms successful delivery to the buyer's address.
What to do: Click the tracking number to access proof of delivery (photos, signatures, or delivery notes) for dispute resolution.
For Auto-Order: Tracking information confirms delivery. The system detected this status by checking tracking in your buyer account.
What to do: No action needed unless the buyer reports an issue. Verify delivery by checking the supplier's website directly using your buyer account credentials for proof of delivery information.
Important: AutoDS does not automatically sync the Delivered status to your selling channel. |
Canceled | For FBA orders and Auto-order: Marking as "Canceled" updates the status in AutoDS only. When you manually mark an order as "Canceled," it does not cancel the actual order with the supplier. It simply interrupts the order from receiving automatic updates.
What to do: If a buyer requests cancellation, and the order was processed using your buyer account (manually or automatically), the best course of action is to check your account directly for further assistance regarding the order's status and a cancellation or refund. If your order was processed with FBA, wait for the order to ship and request a return label after delivery, or click here to learn more about what other options there are. |
Additional order statuses
Beyond the main statuses, AutoDS uses several specialized statuses for specific situations that require attention or explain why an order isn't progressing.
Status | What you can do |
Awaiting Payment | The buyer hasn't completed payment yet. This typically appears for platforms that allow buyers to place orders before payment is finalized (such as eBay). |
Payment Revision (For Auto-order full automation only when Aliexpress is the supplier) | This commonly occurs with AliExpress orders, where manual payment confirmation is required. It means that your order was placed, but the payment still needs to be completed. |
Unmonitored | The product was removed from your AutoDS account, or it became untracked after a store re-sync, but you still received an order from a customer.
Important note: Unmonitored orders are not supported by Etsy as a selling channel. If you use Etsy, ensure all products remain active in AutoDS to avoid fulfillment issues.
If the order's listing has ended or is inactive on your selling channel, the product cannot be imported or linked to the order, and you may need to place the order manually from your buyer account. |
Error (Failed) | The system failed to process the order due to various reasons, such as stock availability, pricing issues, address problems, or technical errors.
To identify the failure, hover over the error icon next to the order to view the specific failure reason. Review the error message carefully to understand what caused the failure.
|
Insufficient Funds Error (For FBA orders only) | Your FBA balance is lower than the combined maximum buy price of all orders currently in the "In Order Progress" status.
Click here to learn more about how to resolve insufficient funds errors. |
Request Return (For FBA orders only) | This option is available when the order status is Delivered and means that you can initiate a return request for the buyer through the Fulfilled by AutoDS service.
Click here to learn more about return requests for FBA orders. |
Return In Progress (For FBA orders only) | The supplier is processing your return request and generating a return label.
What to do:
The buyer will use this label to ship the item back to the supplier.
Click here to learn more about return requests for FBA orders. |
Return Failed | The return request could not be completed due to various reasons, such as exceeding the return window, the product not being eligible for return, or insufficient documentation.
Hover over the error icon next to the order to view the specific failure reason. Review the failure explanation and take appropriate action based on the reason provided.
If you have proof that the return should be accepted (photos, videos, or screenshots), open a support ticket with the evidence.
Click here to learn more about return requests for FBA orders. |
Return Completed (For FBA orders only) | The return has been processed, and the refund has been issued to your FBA balance.
After the return is completed, the refund is credited to your Fulfilled by AutoDS balance, not to your original payment method.
To verify your refund, navigate to Purchase History in your AutoDS account and search for the order using the Sell Order ID.
Click here to learn more about return requests for FBA orders. |
Estimated Time of Arrival (ETA)
The Estimated Arrival column on your Orders page eliminates this hassle by displaying shipping timelines directly in AutoDS, saving you from checking supplier sites individually. All orders processed via Fulfilled by AutoDS (FBA) or Auto-Order automatically display an estimated time of arrival (ETA) on the platform.
The Estimated Arrival column displays the expected delivery date based on shipping information from the supplier. This timeframe varies depending on the shipping option you selected in your Supplier Settings when uploading the product.
How ETA is calculated: The shipping timeframe comes directly from the supplier's shipping information. For example, if you're dropshipping from Amazon, the delivery date shown on the Amazon order page is the date AutoDS will display in the ETA field.
Accuracy considerations: ETAs are estimates based on typical shipping times and may change if the supplier updates their shipping information or if delays occur during transit. The system automatically refreshes the ETA using supplier and tracking data as it becomes available.
Learn more about how to check your order logs and tracking updates here.
Filtering orders
Filters let you find what you need in seconds on the Orders page. You can apply conditions, choose how they combine (Match All/Any), and save your favorite setups as reusable views. Use filters for status, supplier, store, date, price, tags, IDs, tracking, and more to keep your daily workflow focused and consistent.
Benefits of using filters:
Find results faster by jumping straight to the exact items by status, supplier, store, dates, prices, tags, IDs, or tracking.
Save time every day by creating saved views once and reusing them with a click.
Streamline bulk actions by pre-filtering targeted sets to update many records efficiently.
Improve accuracy by combining conditions with Match All/Any to narrow precisely to what matters.
Standardize your workflow by naming and reusing views so you and your team work with the same criteria.
Step-by-step instructions for filtering orders
Follow these steps to filter orders on your Orders page:
Open the Orders page in your AutoDS account and click Add Filter.
Select a filter category, then set the criteria you want to use.
After applying a filter, all matching orders will appear.
Click Add Filter again to apply more filters and refine results
Save filter combinations with a custom name for quick reuse.
Use filter logic Match All to show only orders that meet every filter condition, or Match Any to show orders that meet at least one condition.
Clear filters individually by clicking the 'x' next to it or remove all at once by clicking Clear.
Available filter categories for orders
The Orders page supports numerous filter categories to help you find specific orders quickly:
Filter category (A–Z) | Description |
Address | Filter orders by shipping address details. |
Buyer Account | Filter by the buyer account used for Auto-Order automation. |
Buyer Name | Filter orders by the buyer's full name. |
Buyer Username | Filter by the buyer's username on your selling channel platform. |
Buy Item ID | Filter by the product ID from the supplier's catalog. |
Buy Order ID | Filter by the supplier's order number. |
Buy Price / Sell Price | Filter orders by price ranges for both supplier costs and selling prices. |
Days Awaiting Shipment | Filter by the number of days orders have been waiting for shipment. |
Item ID on site / Sell Item ID | Filter by the product ID in your store or marketplace. |
Note | Filter orders by the custom notes you've added. |
Product Title / Title | Filter by the product name as listed in your store. |
Profit | Filter orders by profit amount. |
Region | Filter by shipping destination region or country. |
Sample Order | Filter to show only sample orders created for testing purposes. |
Sell Item ID | Filter by the product ID in your selling channel. |
Sell Order ID | Filter by your store's order number. |
Sold date | Filter orders by the date they were placed or sold. |
Sold Quantity | Filter by the quantity of items purchased in each order. |
Status | Filter by current order status (Pending, Ordered, Shipped, Delivered, Canceled, etc.). |
Supplier | Filter orders by the supplier source (Amazon, AliExpress, etc.). |
Tags | Filter by custom tags you've added for organization. |
Tracking Number | Filter by shipping tracking numbers. |
Using filter logic
After applying filters, you can control how multiple filters work together:
Match All: Show only orders that meet every filter condition. Use this when you need orders that satisfy all criteria simultaneously.
Match Any: Show orders that meet at least one condition. Use this when you want to see orders matching any of your filter criteria.
Saving and managing filter views
After setting your filters, you can save the combination for future use:
Configure your desired filters on the Orders page.
Click Save and give the view a custom name.
Click Saved Filters to access saved filters anytime from the filter menu without reselecting criteria.
Delete saved filters by opening Add Filter, selecting the saved filter, and clicking the trash icon.
Note: Filters remain applied until you clear them, refresh the page, or log out.
Editing orders
Sometimes an order contains mistakes or needs adjustments before fulfillment. AutoDS allows you to edit critical details such as shipping addresses, product information, and supplier sources to ensure accurate order processing and prevent costly delivery errors.
Necessary: Orders can only be edited while they have a Pending or Failed status. Once an order moves to In Order Progress, Ordered, or Shipped status, editing is no longer possible because the order is already being processed or has been placed with the supplier.
Always confirm the following details before sending any order to automation:
Buyer details are complete, including full name, phone number, and complete address.
All address fields are filled with no empty fields or placeholders.
Address uses English with Roman characters only (no abbreviations or special characters).
Buy Item ID points to the correct product from the correct supplier.
Verifying these details before automation prevents order failures and reduces the need for manual intervention or customer service issues.
Note: If you're using automation, you can change the order status to Send to Auto Order after all information has been updated and saved. This triggers the automation system to process the order with the corrected information.
Step-by-step instructions for editing orders
Follow these steps to edit order details directly from the Orders page:
Find and select the order you want to edit using filters or search, if needed.
Click the order's product image or open the three dots menu (edit icon) next to the order and choose Edit Order.
Update the necessary details in the available tabs (Buyer, Order, or Product).
Click Save to confirm all your changes.
Editing the Buyer tab
The Buyer tab allows you to update customer information and shipping details to ensure accurate delivery.
Field | Description |
First Name and | Edit the buyer's first and last name if they were entered incorrectly or if the buyer requests a change before shipping. |
Address, Country, State, City, and Zip code | Correct or update the complete delivery address. Make sure all fields are filled, complete, and valid to prevent delivery failures. Use full location names without abbreviations. |
Phone Number | Update the buyer's contact phone number.
Keep in mind that if you've enabled the "Override Customer's Phone Number" setting in your Supplier Settings, AutoDS will replace the buyer's phone with your default number (9999999999) or a custom number you configured, regardless of what you enter here. |
Editing the Order tab
The Order tab provides options to modify order-level details, including status, tags, pricing, and fees.
Field | Description |
Status | Change the order's current status when needed. For example, you can change a failed order back to Pending after fixing the issue that caused the failure, or change Pending to Send to Auto Order to trigger automation. |
Tags | Add custom tags to categorize your orders for easier filtering and management. Common tag examples include "VA-Name" to track which team member is handling the order, "Holiday-Sale" for promotional orders, or "Rush-Delivery" for priority shipments. |
Note | Add internal notes for your team to keep track of order progress or communicate specific details related to the buyer. These notes are only visible in AutoDS and help with coordination across team members. |
Buy Order ID | Edit the Buy Order ID for orders placed through Auto-Order using your buyer accounts. This field is not editable for FBA orders and will display "FBA Order" instead. |
Buyer Account | Change which buyer account should be used for this order when using Auto-Order. This field is not editable for FBA orders. |
Buy Price | Update the recorded buy price if it differs from what you actually paid or expect to pay at the supplier. |
Taxes | Edit the tax amounts that apply at the supplier site. This helps maintain accurate profit calculations in your AutoDS account. |
Fees % | Edit percentage-based charges that apply to your orders, such as selling channel commissions or payment processor fees. These percentages affect your final profit calculations. |
Fixed Fees | Edit fixed fees from your selling channel, such as eBay listing fees, Stripe transaction fees, or flat shipping charges. Accurate fee tracking ensures your profit reports reflect reality. |
Tracking Number | Enter or update the shipping tracking number manually if needed. When using automation, this field updates automatically and should not be edited manually unless you're handling the order yourself. |
Shipping Carrier | Select the correct carrier for this shipment. Automation updates this field automatically based on tracking information, so manual editing is only needed for manually handled orders. |
Editing the Product tab
The Product tab allows you to change the product source for a specific order without affecting how the product is configured in your AutoDS account for future orders.
Important: Use the Product tab only when you need to switch to a completely different product or Buy ID from another supplier for this specific order. Changes made here will not modify the product details in your main AutoDS account, such as title, description, or images. This tab only affects how this individual order is fulfilled.
Field | Description |
Supplier | Switch to a different supplier for this order only. If you're using FBA, the new supplier must be one of the supported FBA suppliers to ensure proper processing. |
Warehouse | Select the warehouse location for shipping, such as US, CN (China), FR (France), or other available options. This affects shipping speed and costs. |
Buy URL | Enter the complete supplier product URL. Ensure there are no extra spaces at the beginning or end of the URL, as this will cause errors during order processing. |
Buy Variant ID | Enter the correct product variation identifier from the supplier, such as size, color, or style options. This ensures the customer receives exactly what they ordered. |
Buy Product ID | This field updates automatically when you change the Buy URL or Variant ID. You cannot edit this field directly as it's generated from the other product information. |
Bulk changes for orders
The Bulk Changes feature in AutoDS allows you to edit multiple orders at once, saving time and effort compared to updating each order individually. With Bulk Edit, you can apply status changes to selected orders in just a few clicks.
Benefits of bulk changes:
Save time by editing many orders without opening each one.
Easy to use with filters, selection tools, and bulk actions.
Apply consistent status updates across multiple orders simultaneously.
Streamline workflow for high-volume order management.
Important: Changes made through Bulk Edit apply immediately and cannot be undone. Always review your selection carefully before applying bulk updates.
Step-by-step instructions for bulk editing orders
Follow these steps to apply bulk changes to your orders:
Use the checkboxes next to each order in the Orders Page to select the ones you want to update, or click Select All to choose all visible orders.
Click the ✎ (Edit) icon at the top of the list to open the bulk edit menu.
In the pop-up, choose the new status you want to apply to the selected orders.
Click Update to apply the changes.
Wait for the confirmation message to appear. Once it disappears, your updates have been successfully applied.
Tip: Use filters first to quickly find specific orders you want to edit. To show more orders per page, scroll to the bottom right of the Orders page and use the "Show" drop-down to select 10, 20, 50, 100, or 200 per page.
Troubleshooting missing orders
If you can't see your order in AutoDS, or if an order appears in your selling channel but is not showing up on your AutoDS Orders page, this section will help you understand why orders are missing and how to retrieve them. Orders not appearing in AutoDS can happen for several reasons, and troubleshooting missing orders helps you maintain complete order tracking and prevent fulfillment delays.
Benefits of troubleshooting missing orders:
Ensures all orders are properly tracked, giving you full visibility of your business operations.
Prevents fulfillment delays by spotting missing orders quickly before they impact your delivery times and customer satisfaction.
You can resolve issues independently using clear, step-by-step instructions without always needing to contact support.
Helps you prepare the right information when contacting support if needed.
Why orders may not appear
AutoDS tracks all orders from your selling platforms, including both monitored and unmonitored products. When an order doesn't appear or shows as Unmonitored, it means AutoDS couldn't link it to an active product in your account.
In most cases, orders fail to appear because the product is no longer active on your selling channel at the time the order arrives.
Common reasons include:
The listing was deleted manually before or immediately after the order was placed.
The product was purchased shortly before the listing ended or expired.
You currently have no active listings in AutoDS for that product.
Sometimes missing orders result from connection or synchronization issues between AutoDS and your selling platform:
Your store token has been revoked, preventing AutoDS from retrieving information from your selling channel.
Your store needs to be re-synced to refresh the connection and pull recent orders.
AutoDS is experiencing technical difficulties monitoring this specific listing.
Platform-specific limitations or changes on your selling channel are preventing order sync.
When AutoDS cannot detect an active product at the time of the order, it cannot import the order automatically. You'll need to process such orders manually outside of the AutoDS system.
Note: The exact steps to resolve connection issues may vary depending on which selling channel you use. Always check your store connection status and product monitoring status first when troubleshooting missing orders.
Unmonitored orders
The Unmonitored status appears when the product was never imported into AutoDS or is no longer active in your product list. This happens when you receive an order for a product that AutoDS doesn't have in its system to monitor.
Important limitations:
Unmonitored orders are not supported by Etsy as a selling channel. If you sell on Etsy, all products must remain active in AutoDS to process orders.
Facebook Marketplace orders will not appear in AutoDS unless you configure the AutoDS Facebook Helper extension to monitor your Facebook listings.
Recovering missing orders by selling channel
The troubleshooting steps to recover missing orders differ based on which selling platform you use. Follow the appropriate section below for your store type.
eBay API stores
For eBay stores connected through API, follow these steps to recover missing orders:
Log in to your eBay Seller Hub and verify the order meets these criteria:
The order is marked as Paid.
The status shows "Get postage label" indicating it's ready for dispatch.
Confirm the listing is still active on eBay by searching for it in your active listings.
Confirm the listing is active on your AutoDS Products page by searching for the product using its title or product ID.
Click either the pencil icon or the product's image to open the editing options for this listing.
Check for any monitoring issues or error messages that might explain why the order wasn't imported.
If errors appear, contact AutoDS support, providing the error details and order information.
Renew your store token and re-sync the store by going to the Stores (left menu) section → three dots → Renew Token, then Re-sync store.
Wait for 2 hours after renewing your token and re-syncing your store for the orders to populate in your AutoDS account.
Important: The 2-hour waiting period is necessary for the system to fully process the token renewal and retrieve missing orders from eBay.
eBay non-API (MIP) stores
For eBay stores connected through the MIP (Manual Import Process) method, follow these troubleshooting steps:
Ensure your computer was on and the AutoDS eBay Manual Dropshipping Chrome Extension was active when the order came in, as MIP relies on the extension running to capture orders.
Keep Chrome open with the extension running continuously to sync products and orders automatically.
Select Run Orders Sync Now (Last 7 Days) to trigger a manual sync if orders are still missing.
If orders are still missing, contact AutoDS support, providing details and order information.
Shopify, Etsy, TikTok Shop, Wix, and WooCommerce stores
For these Shopify, Etsy, TikTok Shop, Wix, and WooCommerce, follow these recovery steps for missing orders:
Check if the listing is active on your AutoDS Products page by searching for the product using its title or product ID.
Click either the pencil icon or the product's image to open the editing options for this listing.
Check for any monitoring issues or error messages that might explain why the order wasn't imported.
If errors appear, contact AutoDS support, providing the error details and order information.
Renew your store token and re-sync the store by going to the Stores (left menu) section → three dots → Renew Token, then Re-sync store.
Wait for 2 hours after renewing your token and re-syncing your store for the orders to populate in your AutoDS account.
Important: The 2-hour waiting period is necessary for the system to fully process the token renewal and retrieve missing orders from your selling channel.
Amazon stores
Important: Amazon stores require additional time for order synchronization. Wait at least 12 hours before troubleshooting, as Amazon orders naturally take longer to sync than other platforms. Amazon's API has longer processing times than other platforms, so patience is important when troubleshooting missing Amazon orders.
To recover missing orders from an Amazon store, follow these steps:
Check if the listing is active on your AutoDS Products page by searching for the product using its title or product ID.
Click either the pencil icon or the product's image to open the editing options for this listing.
Check for any monitoring issues or error messages that might explain why the order wasn't imported.
If errors appear, contact AutoDS support, providing the error details and order information.
Renew your store token and re-sync the store by going to the Stores (left menu) section → three dots → Renew Token, then Re-sync store.
Wait up to 24 hours for orders to appear after token renewal and store re-sync.
If orders are still missing, contact AutoDS support, providing details and order information.
Frequently asked questions (FAQ)
Can I manually change the Estimated Arrival Date?
Can I manually change the Estimated Arrival Date?
The ETA is updated automatically by the system to ensure accuracy based on real supplier and carrier data. It cannot be changed manually to prevent incorrect information from being displayed.
ETA shows an unrealistic date. What does this mean?
ETA shows an unrealistic date. What does this mean?
Sometimes the supplier doesn't provide a valid ETA, so the system displays a placeholder or incorrect value until accurate shipping information becomes available. If you see an ETA that looks wrong, submit a support ticket so the AutoDS team can verify and update it. If the order used Auto-Order, you can also check the ETA directly in your buyer account on the supplier's website for comparison.
ETA passed, but the status hasn't updated. What should I do?
ETA passed, but the status hasn't updated. What should I do?
The supplier may have already shipped or delivered the product, but the AutoDS order is still showing as Ordered due to delayed tracking updates. If processed via your buyer account, check directly on the supplier's website to see the current order status. If the order shows as shipped or delivered on the supplier site but still shows "Ordered" on AutoDS, or if processed via FBA, please reach out to AutoDS support for verification.
Can I change the shipping address after the order is processed via automation?
Can I change the shipping address after the order is processed via automation?
The shipping address can only be updated while the order is in Pending or Failed status. Once an order reaches In Order Progress, Ordered, or Shipped status, the address is locked and cannot be changed because the order has already been submitted to the supplier or is in transit.
What if I made a mistake, but the order has already been processed?
What if I made a mistake, but the order has already been processed?
For orders processed with your own buyer account using Auto-Order, contact the supplier directly to request a return, address change, or cancellation if they allow it.
For Fulfilled by AutoDS (FBA) orders, once they reach In Order Progress status, edits and cancellations are not possible through AutoDS. The order will proceed as originally submitted. If you need any more help, you can contact the AutoDS support team to investigate.
My order failed with "Invalid Buyer Address," but the address looks correct. What does this mean?
My order failed with "Invalid Buyer Address," but the address looks correct. What does this mean?
The supplier could not validate the address for shipping purposes. Common reasons include missing fields such as apartment numbers, abbreviations like "St" instead of "Street," special characters that appear as asterisks, or non-English characters. Edit the order and re-enter the address in full using Roman characters only, with complete location names and no abbreviations.
My order failed due to "Invalid Phone Number," and I don't have the customer's number. What should I do?
My order failed due to "Invalid Phone Number," and I don't have the customer's number. What should I do?
Use the Override Customer's Phone Number feature in Supplier Settings. This setting allows AutoDS to submit either a default number such as 9999999999 or your custom number to suppliers, ensuring they always receive a valid phone number for shipping purposes even when customers don't provide one.