My order does not appear

There are several reasons why your order does not appear in the app.

If the order does not appear, it is because we have not received it.

This can happen when:

• You duplicated a product outside of the TPOP platform. A product duplicated outside the platform (directly in your Shopify/WooCommerce store) is not considered a valid TPOP product, even if it is a duplication of a product created by our print-on-demand platform. Products must be exclusively designed from our platform.

• You changed the SKU, product type, or modified the variants (sizes/colors) of a product: we will not be able to receive and process your order. In this case, you will need to place a manual order directly in your TPOP dashboard.

• You have not properly configured your Shopify store. Under "Settings" / "Checkout," you must check the box “Do not automatically fulfill any of the order’s line items.”

If your order comes from Etsy, it may take several hours to appear: curiously, Etsy does not automatically communicate orders placed, and we have to “fetch them.” We retrieve Etsy orders 3 times a day, so the display delay is not instantaneous.

In any case: it is the tracking on the TPOP platform that is authoritative for us, not the tracking in your Shopify, WooCommerce, or Etsy account.