If you’re unable to locate a campaign order in Submarine after searching by the customer’s name, email, or other details, follow the steps below to determine why the order is missing.
Check the order in Shopify
Open the order in Shopify admin and review the product details.
A valid campaign (presale) order will have a selling plan attached with the Submarine logo displayed beneath the product name.
Order with a selling plan attached. This order should appear in Submarine.
Order without a selling plan attached. This order will not appear in Submarine.
If the Submarine logo is missing
If the Submarine logo is not present, the order did not go through checkout as a presale order. This means it was placed as a standard one-time purchase and will not be recognised as a campaign order in Submarine. If this is the case, you can verify the checkout experience to see where the issue is stemming from.
Verify the checkout experience
When a presale is correctly added to cart, the checkout will clearly display the presale text. If this information is not visible during checkout, the selling plan is not being attached correctly. This is typically caused by a theme configuration issue.
Notes
- Missing selling plans are most commonly caused by theme configuration issues. Ensure the presale/selling plan is correctly passed from product page → cart → checkout.
- If the checkout appears correct but the order still does not appear in Submarine, please contact support at help@getsubmarine.com