Store orders not showing

When your store is connected, a customer's orders show in the Store orders section of the Contact panel beside the conversation. If they do not, the message in that section tells you why. Find it below.

There is no Store orders section

The section appears only when your workspace has a connected store. Connect yours first: Connect your Salla store.

"This workspace has more than one store. Assign one to this channel in Settings → Integrations."

With more than one store, Hadir Chat never guesses which store a channel sells for, so your team never sees another store's orders.

1. Open Settings, then Integrations, and select Configure on the Salla card.
2. On the right store's card, under Channels reading from this store, turn on the switch next to this channel.

Details: Choose the channels for a store. Do the same each time you add a channel.

"The Salla connection needs to be renewed in Settings → Integrations."

The store's access has expired. On the Salla page the store shows Access expired and "This store's access has lapsed and cannot be renewed automatically. Connect it again to restore the orders panel."

1. On the store's card, select Disconnect and confirm.
2. Connect the store again as in Connect your Salla store. Because you disconnected it, this counts as a new connection, and a new connection code reaches the store owner's email.

If the page says "The Hadir app was removed from this store in Salla…", the app was uninstalled from Salla. Install it again from the Salla app store; the store returns to the same workspace without a new code.

"No orders on Salla for this customer."

The store answered but found no customer matching this contact. Hadir Chat finds a customer's orders by:

• Mobile number: compared on its last nine digits, so a country code or a leading zero does not matter. It must still be the same number the customer used in the store.
• Email address: the same address, in any letter case.

Check the contact's details against the customer in your store, then correct them with the edit button at the top of the Contact panel. A customer who wrote from one number and ordered with another will not match until you add the store number or email to the contact.

"No email or phone on this contact to look up orders with."

The contact has nothing to search with, which is common on website chat and Instagram. Add the customer's mobile number or email to the contact, then open the section again.

"Could not fetch the orders right now."

The store did not answer this time. Try again in a moment. On the Salla page the store may show Connected, with a recent error; this clears by itself once the store answers again.

A brand-new order is missing

A customer's order list is kept for up to a minute, so a store is not asked again on every open. Wait a minute and open the section again. For a pinned order, select Refresh from the store on the pinned bar.

Note: changing which store a channel reads from, and connecting or disconnecting stores, is open to administrators and to roles with the permission "Connect and manage the store integrations, and which channel reads from which store". See Staff permissions for orders.