What should I do if my order does not show in SiteGiant?

If your order is not showing in SiteGiant, follow the steps below:

Step 1: Check the Order Date Filter

On the Order Processing page, make sure you are not filtering by Today only. Use Last 7 Days Order or Custom Date to search the missing order date, and check the correct tab such as Pending.

Step 2: Reauthorize the Sales Channel Token

Check whether your sales channel token has expired. If it has, reauthorize the channel and allow some time for the orders to sync back.

For Lazada, reauthorization must be done using the main/owner account — subaccounts are not able to reauthorize. After reauthorizing, make sure:

• The token activated date is today
• The token expiry date is 6 months later

Refer to this video guide: https://share.vidyard.com/watch/SmfX4kQRLYaNLm9mBPcqB4

Note: The reauthorization process is free. Select Authorization only when prompted.

Step 3: Request a Manual Order Sync

If the order still does not appear after reauthorization, the missing order may need to be manually resynced. Prepare the following details for checking:

• The marketplace order ID
• The order create date and time
• The affected store name
• For Shopee: also provide the missing order date range

If the sync has been retried but the order count still does not match, contact the SiteGiant support team with the above details for further assistance.

Order Quota Limit

If your monthly order quota has been reached, the affected orders will be locked and blurry, and you will not be able to process them in SiteGiant. In this case, you need to purchase add-on quota from Settings > My Account (SiteGiant Wallet) > Purchase More Orders or contact a sales consultant for plan upgrade consultation.

Updated on: 25/06/2026