Why Are Orders Missing in ProfitMetrics?

1. The Order Has Not Been Authorised in Shopify

ProfitMetrics only imports orders once they have been authorised in Shopify. Orders that are still in draft status will not be pulled in until they are authorised or paid.

By default, ProfitMetrics looks back at orders that have changed status within the last 7 days. If a draft order is first authorised after more than 7 days, it will not be imported automatically.

NOTE: If your business requires a longer lookback window — for example, B2B customers with extended payment terms — contact support@profitmetrics.io. We can extend the window for your account.

2. B2B Orders with Payment Terms

If you use Shopify's B2B features with payment terms (for example, net 30), the order will not be marked as authorised in Shopify until payment is due or received. ProfitMetrics will not import the order until it reaches authorised status.

This is the most common reason B2B merchants see missing orders. Check the order status in Shopify — if it shows as outstanding or pending payment, it will appear in ProfitMetrics once it is authorised.

NOTE: If your payment terms regularly extend beyond 7 days, contact support@profitmetrics.io to increase the lookback window for your account.

3. Order ID Conflicts (Duplicate IDs)

ProfitMetrics can only ever have an order ID once. If your Shopify order numbers overlap with order IDs from a previous platform (such as WooCommerce, Lightspeed, or Magento), ProfitMetrics will skip the duplicate — because that ID already exists in the system.

This is most likely to happen immediately after a platform migration, when Shopify starts numbering orders from a low number that has already been used.

How to fix this going forward: Set a custom starting order number in Shopify that is higher than the highest order number you have ever had in ProfitMetrics, or add a prefix to your Shopify order numbers (for example, SHOP-10001). This also prevents deduplication issues in Google Ads, which uses the transaction ID to avoid counting the same conversion twice.

NOTE: For full guidance on avoiding this during a migration, see 

→ How to Move Your ProfitMetrics Setup to Shopify

4. The pm_exclude Tag

Orders tagged with pm_exclude in Shopify are intentionally skipped by ProfitMetrics. This tag is used to exclude orders such as replacement orders, internal test orders, or historical imports.

If orders you expect to see are not appearing, check whether the pm_exclude tag has been added to those orders in Shopify.

Common causes:

• A Shopify Flow is applying pm_exclude more broadly than intended.
• The tag was added manually to an order by mistake.

If orders you want to exclude are still coming through, check the following:

• The tag is spelled exactly pm_exclude — it is case-sensitive and must be all lowercase.
• The Flow is applying the tag before the order is synced to ProfitMetrics.
• The tag is visible on the order in Shopify admin (go to the order and check the Tags field).

NOTE: For an example of how to auto-tag orders using Shopify Flow, see 

→ How to Exclude POS Orders in Shopify Using Shopify Flow (the same Flow logic can be adapted for other order types).

5. The Order Has Not Synced Yet

After an order is placed in Shopify, it takes approximately 5–10 minutes before it appears in ProfitMetrics. If you are checking immediately after an order comes in, wait a few minutes and refresh.

If the order still does not appear after 15 minutes, move on to the other reasons in this article.

6. Still Missing Orders?

If none of the above explains the missing orders, contact support with the following information:

• The order number(s) that are missing.
• The date the order was placed.
• the specific website this is in regard to