A customer can't find their order on the tracker
Updated 25 Jul 2026
They need two things
The tracker matches on the order / PO number and the last 4 digits of the phone number saved on that order. If either is off, it returns "We couldn't find that order."
Check the phone on the order
Open the order and confirm the customer's phone number. If you never saved one, there's nothing for the last-4 digits to match — add it and they'll be able to track.
Both fields are required
If a customer types only the order number, the tracker asks them to add the last 4 digits of the phone they gave you. It won't match on the order number alone.
Related guides
Was this helpful?
Still stuck?
A real person will help — pick whichever is easiest. Mention what you were trying to do; the link above travels with your message.
Or ask AVa — the chat bubble on this page answers from these same guides.