--- title: My Customers Can't See Products in Their Orders description: Troubleshoot why customers can’t see products in their order history in Reactiv, plus common causes and fixes. --- [Skip to content](https://info.reactiv.ai/reactiv-help-center/my-customers-cant-see-products-in-their-orders-reactiv-support-center#main-content) ![logo-mono-light](https://info.reactiv.ai/hubfs/logo-mono-light.svg) Open main navigation Close main navigation - [Contact us](https://info.reactiv.ai/reactiv-help-center/how-do-i-contact-customer-support-reactiv-support-center) [Contact us](https://info.reactiv.ai/reactiv-help-center/how-do-i-contact-customer-support-reactiv-support-center?hsLang=en-ca) Answers, documented. - There are no suggestions because the search field is empty. 1. [Reactiv Help Center](https://info.reactiv.ai/reactiv-help-center?hsLang=en-ca) 2. [FAQ](https://info.reactiv.ai/reactiv-help-center/faq?hsLang=en-ca) 3. [Technical Issues & Troubleshooting](https://info.reactiv.ai/reactiv-help-center/faq?hsLang=en-ca#technical-issues-troubleshooting) February 19, 2026 # My Customers Can't See Products in Their Orders ![](https://info.reactiv.ai/hs-fs/hubfs/Knowledge%20Base%20Import/Screenshot_2025-10-07_at_12.09.53%E2%80%AFPM-1759857005-Feb-13-2026-07-13-23-3906-PM.png?width=40&height=40&name=Screenshot_2025-10-07_at_12.09.53%E2%80%AFPM-1759857005-Feb-13-2026-07-13-23-3906-PM.png) Written by Reactiv App Products can become unavailable to the Reactiv sales channel in various situations. This guide will help you understand the possible reasons why your customers can't see products in their order and provide steps to resolve the issue. ### Possible Reasons for the Issue 1. **Product Unpublished**: After a customer has purchased the product, the product might have been unpublished from the Reactiv sales channel, or unpublished from view all together. 2. **Product Purchased via POS**: The customer bought the product online or from a retail store via POS and wants to track the order from the app. ### Steps to Figure Out the Root Cause 1. **Check Product Availability**: - Go to your Shopify admin panel. - Navigate to **Products**. - Check if the product in question is published and available to the Reactiv sales channel. 2. **Review Sales Channels**: - Ensure that the product is available on all the necessary sales channels. - Navigate to the **Sales Channels and Apps** section under the product details to confirm this. 3. **Order Details**: - Go to **Orders** in your Shopify admin panel. - Look up the specific order your customer is inquiring about. - Verify that the product details in the order match the product availability settings. ### Steps to Solve the Issue 1. **Republish the Product**: - If the product was unpublished, simply republish it to make it available again. - In the **Products** section, select the product and ensure it is marked as published. 2. **Update Product Availability**: - Ensure that the product is available on the Reactiv sales channel. - Go to the product details, and under **Sales Channels and Apps**, select **Manage** and make sure Reactiv is checked. 3. **Synchronize Inventory**: - If the product was purchased via POS, ensure that the inventory is synchronized correctly. - Navigate to **Inventory** and confirm that the stock levels are updated. 4. **Clear Cache**: - Sometimes, clearing the cache in the Reactiv app can resolve visibility issues. - Instruct your customer to clear their app cache or refresh their app. ### Additional Support Options If the above steps do not resolve the issue, please reach out us via chat or email us at [support@reactiv.ai .](mailto:support@reactiv.ai) For more detailed instructions, you can refer to the Shopify Help Center on Product Availability. - [Getting Started With Reactiv](https://info.reactiv.ai/reactiv-help-center/getting-started-with-reactiv?hsLang=en-ca) - [Building Your App](https://info.reactiv.ai/reactiv-help-center/building-your-app?hsLang=en-ca#main-content) - [App Settings](https://info.reactiv.ai/reactiv-help-center/building-your-app?hsLang=en-ca#app-settings) - [Your Home Screen](https://info.reactiv.ai/reactiv-help-center/building-your-app?hsLang=en-ca#your-home-screen) - [Misc. 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