It appears that you may be encountering a difference between new customer accounts and legacy customer accounts. If your store is using new customer accounts, customers can reorder directly from their account page. However, this feature does not indicate which previous order they are reordering from neither to you nor to Shopify. This is a known limitation with Shopify’s new customer account system.
Because of this, you’ll need to contact the customer directly to confirm what they intended to order.
If you're unsure whether this is the reason you're not seeing your customers' orders, please refer to the attached example. If your order appears similar, it’s likely due to the store using new customer accounts, and you'll need to reach out to the customer for clarification.
To prevent this issue moving forward, you can switch back to legacy customer accounts by following the steps below:
How to Enable Legacy Customer Accounts on Shopify:
- Go to Shopify Settings
- Select "Customer Accounts"
- Under "Login Link", choose "Legacy"
Click Update
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