Quick answer

If a Lightspeed order does not appear in Logentic, first confirm the order is eligible to sync, the product lines can be matched, and the correct Lightspeed account is connected. Do not repeatedly change live order statuses until support confirms the expected trigger.

Use this when

A Lightspeed eCom order should be visible in Logentic but is missing.
A test order was created during onboarding and did not appear.
Your team recently changed connector, status, or cutover settings.

What happens

Missing orders are often caused by eligibility, status, product matching, location, or connector timing questions.
Lightspeed eCom exposes order status and shipment status fields; your Logentic setup determines which values matter.
If another connector or old workflow is still active during cutover, order ownership can become unclear.

What to check first

Confirm the order is in the expected Lightspeed account or shop.
Confirm the order has the status your team expects Logentic to use.
Confirm the order is not already completed, canceled, voided, or otherwise outside the agreed import rule.
Confirm each order line has a matching SKU, variant, or barcode in the connected product data.
Confirm the order belongs to the warehouse, outlet, location, or channel Logentic should process.

What to do next

Search Logentic by order number first.
Search by customer name, email, SKU, or tracking/fulfillment identifier if available.
Check whether the order appears in a failed-sync, exception, back-order, or problematic-order view.
Compare one affected product line between Lightspeed and Logentic.
If the order is still missing, send support the evidence below.

Stop and contact support when

Stop and contact support when the order is live, the trigger status is unclear, product matching fails, or a previous connector was recently disconnected or changed.