# Order and invoice problems

> Orders not appearing, no new-order email, cancelled orders without invoices, invoice numbers out of order, wrong GST split, stock not restored.

Product: NijeesWeb online store builder · Source: https://www.nijeesweb.com/docs/ecommerce/troubleshooting/orders-and-invoices · Updated 2026-10-06

## I didn't get an email for a new order

Your store does not send new-order emails. Check the **Dashboard** and **Orders**. See [Notifications](https://www.nijeesweb.com/docs/ecommerce/settings/notifications).

## An order I expected is not in the list

- Clear the filters (**Reset**) — a date or status filter may hide it.
- Online payment abandoned: the order exists as **Pending** — filter by *Pending*.
- The customer saw *Order Could Not Be Placed* — no payment went through.

## "This order is cancelled — Cancelled orders are not shipped, so no invoice is issued for them."

A cancelled order gets no new invoice, challan or label. One that was invoiced **before** it was cancelled can still be reprinted, stamped cancelled, for your books.

## Invoice numbers are not in date order

Numbers are issued the **first time an invoice is opened or printed**, in that order. To keep them in date order, print invoices in order-date order — for example daily, from the orders list filtered by date. Previews do not use numbers.

## CGST + SGST instead of IGST (or the other way round)

The split is decided by your **State** under **Invoices & Labels** compared with the customer's delivery state. Check your state there — it is detected from your GSTIN, but you can set it.

## "No GSTIN added. Invoices print as a plain 'Invoice' without your GST registration."

Add your **GSTIN** under **Orders → Invoices & Labels** — or ignore this if you are not registered.

## I cancelled an order but the stock did not come back

Changing the status to **Cancelled** on the order screen only changes the status. Add the items back to the product's **Stock Quantity**. Cancellations approved on the **Returns** screen restock automatically when your policy says so.

## The customer was not refunded when I cancelled

Same reason: the order screen's status does not move money. Refund the customer in your gateway's dashboard (or by UPI for COD), or handle it as a cancellation request on the **Returns** screen.

## A COD order shows "Payment: Pending" after delivery

That is expected — cash on delivery orders keep a *Pending* payment status. **Delivered** is your record that the cash was collected.

## The customer wants to change the address or items

Orders cannot be edited after they are placed. Cancel and ask the customer to order again — or, if already shipped with Shiprocket, change the address in Shiprocket and **Recreate shipment**.