> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help-shopify.17track.net/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# Why Can't I Find My Order in the 17TRACK Backend?

If you cannot find your order in the **"Shipment Management"** list in 17TRACK, it is usually due to one of the following two reasons.

### 1. Order Not "Fulfilled" in Shopify Backend

**Core Reason**: 17TRACK only automatically syncs orders that have been **"fulfilled"** in your Shopify backend (i.e., where a tracking number has been entered and the order is marked as shipped).

* **Sync Mechanism**:
**- New Users**: After installing the 17TRACK app for the first time, the system will automatically sync orders from your Shopify store that were fulfilled **within the last 30 days** to the "Shipments" list.
**- Daily Use**: Thereafter, all newly fulfilled orders in Shopify will be **automatically synced** to 17TRACK.

* **Solution**: Go to **Shopify Backend > Orders** and confirm that the order has a tracking number entered and has been clicked **"Mark as fulfilled"**.


![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_168ykr6.png)

### 2. Order Manually Deleted in 17TRACK Backend

**Core Reason**: The order may have been manually deleted on the **"Shipments"** page.

* **Impact of Deletion**:
Deleting an order **does not refund** the query quota already consumed.
Deleted orders **cannot be re-synced** using the "Sync orders" button.

* **Recovery Method (if deleted by mistake)**:
To re-sync the order to Shipment Management, please follow these steps in your Shopify backend:
1. Go to the order details page and **cancel** the previous fulfillment.
2. **Re-enter the tracking number** and click **"Create fulfillment"** again.
3. Once completed, the order will be re-synced to 17TRACK.
  
|| 📌 Note: Re-syncing a deleted order will consume 1 tracking quota again.


![](https://storage.crisp.chat/users/helpdesk/website/-/1/c/c/3/1cc3f89e3566e700/image_1fyvr38.png)




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