A customer lands on the Reorder Page but sees no products — or an empty state message. Here's how to figure out what's happening.
👤 1. Check that the customer actually has past orders
The Reorder Page only shows products the customer has previously purchased. If they haven't ordered anything yet, the page will be empty (showing your empty-state message instead).
This is expected behavior. The Reorder Page is for returning customers, not first-time visitors.
🔍 2. Check that they're logged in correctly
Customers can access the Reorder Page in two ways:
Logging in manually with email + billing zip code
Using a Magic Link that auto-logs them in
If they entered an email that doesn't match the one on their orders, the page will show no products. This happens often when:
Customer used a different email at checkout (their personal vs. work email)
Customer used a typo'd email
Customer ordered as a guest with one email and is logging in with another
Ask the customer to confirm the exact email address they used at checkout.
🏷️ 3. Check your visibility rules
In Settings → Visibility, review what's set:
Are you excluding by tag? If the customer's past products all have an excluded tag, the page will be empty
Are you excluding by metafield? Same idea — if all their products match the metafield, they're hidden
Is Hide out-of-stock products turned on? If their previously purchased products are now out of stock, they won't show
A quick test: temporarily disable all visibility rules and have the customer reload. If products appear, your visibility settings are excluding everything they bought.
📦 4. Check for substitutions
If you've set up product substitutions and the original products are mapped to discontinued replacements (or to products that don't exist), the page might show no items.
Review Products → substitution mappings and confirm each replacement is a current, active product.
🌐 5. Check the Reorder Page is actually loaded
If the page itself isn't loading (you see your theme but not the Reorder Page content):
Confirm the app embed is enabled under Online Store → Themes → Customize → App embeds
Make sure the Easy Reorder toggle is on
Click Save in the theme editor — sometimes the toggle doesn't take effect until you save
See the "Reorder Page Isn't Showing Up in My Theme" article for more.
💡 Pro Tip: ask the customer for a screenshot
If a customer reports an empty Reorder Page, ask them for a screenshot. The screenshot tells you:
The URL they're on (right Reorder Page?)
The email they logged in with (right email?)
What the page actually shows (truly empty vs. "no orders for this email")
This saves a lot of back-and-forth.
🆘 Still stuck?
Reach out with:
The customer's email
A screenshot of what they're seeing
Your visibility rule settings
We can usually identify the issue in one round.