Use this guide when an existing order is missing from Shop Summary or the report looks empty. Shop Summary was formerly called the Transactions report. This guide diagnoses a missing transaction; it does not ask you to create an order.
Check the report first
1. Open Reports → Shop Summary in the Admin Panel.
2. Check that Transaction date includes the purchase date. The default range is the last 365 days. Clear unrelated patient, payment-method, promo-code or staff filters. If filters are collapsed, open the filter-count label above the report.
3. Search using a known patient identifier rather than relying only on name spelling. Compare the result with the patient’s Order History.
4. Match the Order ID. Separate membership payments have separate Order IDs; multiple line items can share an Order ID.
5. The report covers in-app purchases. An in-office-only charge may not appear here. Report data refreshes every five minutes; refresh after that interval before concluding that data is missing.
If the order is still missing
Support should look up the order in the authorized practice and compare its date, status, payment method and Order ID with the report filters. If the mismatch remains unexplained, pass the issue to a person with the order reference, date range, filters and checks already completed. Do not recreate the purchase, issue a refund or claim the report is fixed without evidence. If you are already speaking with support, continue in the same conversation.
For general report navigation, see “Use the Shop Summary report (Admin Panel).”