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Orders Not Included in an Invoice: Common Reasons and Solutions

Discover why some orders may not be pulled into an invoice for customers or business accounts and how to troubleshoot this issue.

Rafael avatar
Written by Rafael
Updated yesterday

When generating an invoice, you may notice no orders appear. Here are the most common causes, and how to resolve them:

1. Order Status

By default, only orders marked as Cleaned are available for invoicing. Orders still in progress on the Cleaning page are excluded.

🪄 Tip: You can modify which date is used when pulling orders—Cleaned Date (default), Order Created Date, or Order Created Date (only if cleaned). Learn more ↗️.


2. Payment Status

Only unpaid orders will be included in an invoice. If an order is marked as Paid, it will not be pulled into the invoice. Make sure the order's payment status is set to:

  • Pay on Collection

  • Invoice/On Account

If an order is already paid, it won’t be invoiced again.


3. Customer vs. Business Account

Ensure you are selecting the correct customer or business account when creating the invoice. For business accounts, verify that the customer is properly assigned to the business account under their Customer CRM profile. If the customer isn’t linked to the business account, their orders won’t appear when invoicing that account.


4. Order Schedule

If an order falls outside the selected timeframe, it won’t be included in the invoice. Make sure the order was marked as Cleaned (if this was the selected order type) within the timeframe you selected when pulling the report.

Example: If an order was created in January but marked as cleaned in February, and you’re pulling unpaid orders for January, that order won’t be included. It will only appear in the February report.


Changing Order Dates

To retroactively include an order in an invoice:

  1. Go to Settings → Admin → Admin Tools → Change Order Date.

  2. Enter the Order ID.

  3. Select which date you want to change:

    • Order Created Date

    • Order Payment Date

    • Order Cleaned Date

  4. Input the new dates as needed.

Once updated, the order will be pulled into the correct invoice based on the new date.

⚠️ If you’ve followed these steps and are still unable to generate an invoice for a missing order, reach out to our support team for additional help.


🛟 Need more help?

Explore our Help Center articles for answers. Contact us for further assistance.

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