Missing orders or Sheets rows
Locate the saved response and check the configured Google Forms or report-to-Sheets connection.
Start with the relevant form's Responses view. Finding the submission there helps separate a collection problem from a spreadsheet connection or report-filter problem.
An order is missing from the view
Confirm the form and account. Check date filters, search terms, and the selected status or report. If you duplicated a weekly form, open the form whose public link the customer used.
Ask for the order reference and approximate submission time. A customer reaching the form or payment page does not establish that the complete submission was saved.
A row is missing from Google Sheets
Check which connection you intended to use:
| Connection | Check |
|---|---|
| Google Forms linked response sheet | The underlying form, Submit to Google Forms setting, and that form's response destination |
| Neartail report linked to Sheets | The report's Link to Sheets configuration and its target spreadsheet |
These are separate paths. A sheet with similar columns may belong to another form or report. See Google Forms and Google Sheets.
A report appears incomplete
Review the reporting period, filters, selected fields, and layout. An order-line report may have several rows for one order, while a response report may show one response per row. Compare the record you need with the purpose of that report.
Check whether the missing order was submitted before or after the connection was configured, and inspect the actual destination rather than assuming older rows were backfilled.
Escalate with a precise example
Give support the form link, order reference, expected destination sheet or report, and the approximate time. State whether the response is visible in Neartail. Share only the minimum example needed to investigate.