The Order Editing timeline is an admin view of activity recorded for one Shopify order. It brings together upsell, hold, payment capture, reversal, editing-window, cancellation, support, and committed-edit events.
Use it when you need to answer what Order Editing did and in what order. Shopify's native order timeline remains separate and should be used for Shopify-generated order, payment, and fulfilment entries.
You can open the same timeline from two places.
In the Shopify admin, open the order.
Open More actions.
Select View editing timeline.
Open the order in Shopify.
Find the OrderEditing upsell strategy panel.
Select View editing timeline.
If the panel is not present, add the OrderEditing upsell strategy block to the order page or use More actions.
The action opens a table with:
Column | Meaning |
|---|---|
Event | The customer, system, or staff outcome that was recorded |
Category | The operational area associated with the event |
Detail | Product, reason, source, or other context available for the event |
Time (UTC) | When the event occurred, displayed in UTC |
Summary chips above the table can show counts for viewed, accepted, paid, declined, removed, or no-offer upsell outcomes. They are a quick summary of the loaded order history.
Upsell events can include:
Viewed, when the offer was presented;
Accepted, when the customer chose the offer;
Paid, when the accepted upsell was paid;
Declined, when an offer was declined;
Product removed, when a previously accepted upsell was later removed;
No offer shown, when a matching attempt returned no eligible product.
Accepted and paid are different stages. An accepted offer may still need payment or can later be removed.
Hold events explain whether an Order Editing or supported ShipHero hold was placed, skipped, released, or failed. Use the detail and the Shopify order's fulfilment status together when investigating warehouse timing.
Capture events show whether an authorized payment capture succeeded, failed, or was not attempted. Check the Shopify payment timeline for the financial record and any gateway message.
Reversal events record attempts to reverse unpaid order edits. They can show a success, skip, or failure. Use the order's current products, balance, and Shopify timeline to confirm the final state.
Expiration events cover editing-window decisions. They can show editing allowed, disallowed, or expired, inventory-risk assessment, and an expiration reversal decision.
An expiration event explains the decision recorded at that time. A later rule, fulfilment update, payment capture, or staff action can change the order's current eligibility.
Cancellation events can show a request, retained order, completed cancellation, or failure. Review the cancellation case and Shopify order state for the final result.
Support events indicate that the workflow recorded a condition requiring merchant support. Use the event detail and current order state when contacting support.
Edit events record Order Editing activity such as a completed committed change or a staff-edit marker. The Shopify native timeline contains the Shopify-side order change and remains the best place to confirm the final order contents.
Internal Order Editing events are retained for 120 days.
The view loads the most recent matching events and can display additional notes:
Partial counts means the summary is based on an incomplete older-event set. Treat the displayed counts as minimums.
Truncated means only the most recent events are shown because the result reached the fetch limit.
Checkout events omitted means the order could not be connected to its checkout reference, so pre-order upsell activity is not included.
No live analytics events found for this order means no retained matching events were returned. It does not prove the order never changed.
Older events, Shopify-only activity, and activity created before the current internal event history can be absent.
Confirm the order number shown in the timeline.
Start with the oldest visible relevant event and read forward.
Compare Viewed, Accepted, Paid, and Product removed rather than treating them as interchangeable.
Review hold, expiration, capture, and reversal events around the same time.
Open the Shopify native order timeline in another tab.
Compare the event time in UTC with the Shopify entry and your local time zone.
Review the Order Insights panels for the applied rule, address result, current editing status, and upsell attribution.
If a count is partial or the list is truncated, avoid claiming that the visible rows are the complete history.
Open an existing controlled order.
Complete one known Order Editing action, such as viewing or accepting an eligible offer or committing an edit.
Wait for event processing.
Open More actions > View editing timeline.
Confirm the expected category, event, detail, and UTC time appear.
Compare the result with the Shopify native timeline and current order contents.
Confirm the Order Editing admin action is installed for the store and that your staff account can view the order. You can also try the action from the OrderEditing upsell strategy panel.
Select Retry. If it still fails, reopen the order and try again. Start a live chat from within Order Editing and include the store URL, order number, screenshot, and approximate event time.
Check the 120-day retention period, whether the order has a checkout reference, and whether the activity was recorded by Order Editing rather than Shopify alone.
The timeline is limited to one order and its retained history. Dashboard analytics can use different aggregation, date-range, and processing rules. Partial or truncated labels also limit the order-level comparison.
The Order Editing timeline labels its time column Time (UTC). Convert it to your store or local time zone before comparing timestamps.
