Quick answer
Use Orders > Failed Synced Orders when an expected order did not appear correctly in Logentic. Find the failed record, compare it with the source-channel order, and contact support before discarding anything.
Common use cases
Admin: Review failed order records from a selling channel.
Merchant support: Investigate why an expected order is missing or stuck.
Operations: Collect the order evidence needed before fulfillment work continues.
When to use this
An order appears under Orders > Failed Synced Orders.
A merchant says an order did not appear correctly in Logentic.
You need to separate an order sync issue from a product sync issue.
Before you start
Confirm the order exists in the source channel.
Have the source-channel order ID, timestamp, merchant, and customer/order context ready.
Do not click Discard unless your team has confirmed what that action does to the failed record.
Steps
Open Orders, then choose Failed Synced Orders.
Sort by recently created if you need the newest failures first.
Search by ID, merchant, or recipient.
Compare the failed record with the source-channel order.
Check whether the issue appears related to order data, product data, integration access, or duplicate/manual handling.
Use Why did an order not sync? if the order is missing from the normal order views but does not clearly appear in this failed-sync queue.
If the order still does not appear correctly, contact support with the evidence below.
Screenshots
Steps 1-3: Open Failed Synced Orders, sort by recently created, then search for the failed order record.
What good looks like
The team knows whether the issue is a failed order sync, a product data problem, an integration problem, or a case that needs support investigation.
Common issues and next actions
If this happens | What to do next |
The order exists in the source channel but not in Logentic. | Collect the source-channel order ID, timestamp, merchant, and a masked screenshot. |
The failed record appears tied to product data. | Check product sync issues and include the affected SKU or product identifier. |
You are unsure whether to discard the failed record. | Do not discard it yet. Contact support so the team can confirm the safe next step. |
Contact us when
Contact support when the expected order is missing, stuck, duplicated, blocked by product data, or when discarding a failed record could hide useful troubleshooting evidence.
Send us this information
Source-channel order ID.
Merchant or workspace name.
Approximate order time and timezone.
Affected customer/order context with private values masked.
Any related product or SKU issue.
Screenshot with private data masked.