Common issues and troubleshooting steps for orders
Some issues that you might encounter with orders in the Shop app are related to how order information is displayed, rather than a problem with the order itself. This page covers the most common issues and how to resolve them. For issues that need the attention of the store or the Shop support team, refer to Reporting an order issue and getting help.
On this page
Pre-orders
Pre-orders might be displayed in your Past orders section even if they haven't been delivered yet. The Shop app uses active tracking information to inform you about your order. Because pre-orders don't usually provide tracking updates until the order is ready, the order might be displayed as inactive in the Shop app.
Shipped orders without tracking details
Orders from stores in the Shop network might have a Shipped status without tracking details. To learn why this happens and how to contact the store, refer to Reporting an order issue and getting help.
Order edits made by the store
The Shop app doesn't currently reflect any order edits made by the store. This includes returns and removed items. Order exchanges might also cause the Shop app to display both the original product and the new product on your order details.
Order marked as delivered, but not received
If you accidentally mark an order as delivered in the Shop app, then you can unmark the order as delivered to continue tracking it.
The Unmark as delivered option disappears 7 days after the order was marked as delivered.