Please see Shipping Issues and Problems if you are looking for information on a missing package/shipment.
Why might an online order be missing?
In some cases, a customer completes checkout without associating the order with a Scout.
This can happen if:
A Scout link was not used, or
A Scout ID was not entered before checkout
When this occurs, the order is completed successfully, but it is not automatically credited to the Scout.
What should I do if my Scout is missing an order?
If your order has already gone through without being attached to the right Scout, our team can locate it and move it to the correct Scout's fundraiser. To do this, please have the following ready:
Order number
Customer name (the name used at checkout)
Customer email (the email used at checkout)
Scout's name (the Scout the order should be credited to)
Providing this information helps us locate the order quickly.
What happens next?
Reassigning an order requires a member of our support team. This isn't something that can be completed automatically through chat. Once you provide the details above, your request will be handed off to a team member who will locate the order and move it to the correct Scout's fundraiser.
They'll follow up with you directly once it's been completed. After the order is reassigned, it will appear in your Scout’s online sales.
Helpful tips
Encourage supporters to use your Scout’s personal link whenever possible
Ask customers to confirm they see your Scout listed under 'Supporting' in the upper right corner before completing checkout