Order stuck in Unfulfilled
A paid order that never reaches Fulfilled, shows no hold banner, and won't move. The diagnosis and the Reinstall store assets fix.
Symptom: a paid order sits in Unfulfilled on your order list for more than a few minutes. There's no On hold badge, no Missing audio flag, and the order detail shows no banner asking for anything.
First, rule out the explained states
An order that is waiting on you always says so. Before anything else, open the order and check:
| If you see | It's not stuck, it's held. Go to |
|---|---|
| Email missing banner | Customer email missing from an order |
| Missing audio badge | Missing audio on a purchased track |
| Skipped + refund banner | An exclusive was already sold. Refund from Shopify; see Troubleshooting delivery |
| Unpaid / payment pending in Shopify | Delivery starts when payment clears. Check the order's payment status in your Shopify admin. |
Cause
A paid order with none of the above almost always means Tuneboom couldn't complete fulfillment in your store: the app's connection to your store's fulfillment system (or its theme assets) has drifted, typically after theme changes, a reinstall of the app, or a store migration. Shopify then never hands the order's fulfillment to Tuneboom, and delivery has nothing to act on.
Fix
Go to Settings→Advanced and press Reinstall store assets. It republishes Tuneboom's assets and store connection without touching your music, and it's safe to run any time. Details: Advanced settings.
Give it a few minutes. Tuneboom periodically re-checks unfinished orders, so once the repair lands, the order is picked up automatically. You don't need to trigger anything per order.
Refresh the order. It should progress to Fulfilled, and the timeline shows the delivery email being sent.
If it's still stuck
Contact support with the order number. Include what the order's timeline shows. Its events are the delivery history, and they tell support exactly where delivery stopped. See Managing orders for reading the timeline.