> For the complete documentation index, see [llms.txt](https://ctracker-docs.keywordrush.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://ctracker-docs.keywordrush.com/running-your-site/fixing-an-order.md).

# Finding and fixing an order

`Cashback Tracker` → `Orders`

### Finding one

Filter by network and by status, or search. A member asking about a purchase usually gives you the shop and roughly the date, which is enough.

The columns show the member, the shop, the network's own order ID, the sale amount, your commission, the member's cashback, and the status.

![The Orders screen](https://3545740495-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M69sU0hfZj3QsteYxmI%2Fuploads%2Fgit-blob-f5c980da6e0d5009220ee1ea79af913614828e01%2Forders-screen.webp?alt=media)

### Changing a status by hand

Each row has **Approve**, **Decline** and **Return to pending**.

The ledger follows immediately: approving credits the member, declining takes it back. **Declining an order reverses any cashback already credited for it** — the screen says so before you confirm.

{% hint style="warning" %}
An order you set by hand **stops following the network**. It is marked *set by hand*, and later network updates for it are ignored — otherwise the next refresh would simply undo you.

Press **Follow network** to hand it back. From then on the network decides again.
{% endhint %}

That is the setting to remember. An order you approved by hand stays approved even if the network later declines it, and the money stays with the member until you notice.

![Editing one order](https://3545740495-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F-M69sU0hfZj3QsteYxmI%2Fuploads%2Fgit-blob-32d8998ced59ae541a2f33e0fcda455d0a26e787%2Forder-edit.webp?alt=media)

### An order with no member

Orders arrive with a tag identifying the member. Without a usable one, the order is recorded but belongs to nobody.

**Edit** the order and attach it to the right member. The cashback is credited when you do.

Before you do, be reasonably sure it *is* theirs. The usual causes are a member who was logged out, or a sale from one of your own non-cashback links — and the second one is your commission, not a member's cashback.

If a member's story matches the shop, the amount and the date, that is normally enough.

### Adding an order the network never reported

**Add order** creates one by hand.

Use it when a network confirms a sale to you directly — by email or in their own dashboard — that never reached the plugin. You pick the member, the shop and the amounts.

It is a **manual** order and never follows a network. Nothing will ever update it, so set the status you actually want.

### Changing amounts

**Edit** lets you change the sale amount, the commission and the cashback.

Changing the cashback moves the member's balance to match. If they have already been paid, that can put them into a negative balance — see [Balances](/how-cashback-works/balances.md).

Prefer an adjustment to editing history when you are correcting something after the fact: an adjustment says what you did and why. See [Adjusting a member's balance](/running-your-site/manual-adjustments.md).

### "My cashback is missing" — a checklist

Work through it in this order. The answer is nearly always in the first three.

**1. How long ago?** Under 24 hours is normal. Networks report on their own schedule. See [Importing orders](/affiliate-networks/importing-orders.md).

**2. Were they signed in?** The single most common cause. A signed-out visitor produces no tag, and there is nothing to attach.

**3. Did they use your link?** Opening the shop in another tab, from a bookmark, or after a search breaks the trail. So does a coupon site visited afterwards — the network credits whoever it saw last.

**4. Is the order there with no member?** Filter the Orders screen for it. If it is, attach it.

**5. Is the network importing at all?** `Networks` — is the Orders column recent for that network? If nothing at all has arrived from it, the problem is the connection, not this order.

**6. Ask the member for their order number.** If the network has no record of the sale, nothing on your side can fix it, and it becomes a question for the network — or a decision to credit them anyway as goodwill.

{% hint style="info" %}
Members are rarely lying, and are often wrong about being logged in. Asking *"were you signed in when you clicked?"* resolves more of these than any admin screen.
{% endhint %}

### When to just pay them

If a member's account is otherwise healthy and the amount is small, crediting it by hand costs less than a long exchange. Add an adjustment with a note saying why — the note is what stops it looking odd to you in six months.

### Related

* [Adjusting a member's balance](/running-your-site/manual-adjustments.md)
* [Order statuses and the holding period](/how-cashback-works/order-statuses-and-holding-period.md)
* [Importing orders](/affiliate-networks/importing-orders.md)