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 "You have no previous orders." or your own Empty state message from Settings → Page text).
This is expected behavior. The reorder page is for returning customers, not first-time visitors.
🔍 2. Check that they're signing in correctly
Customers can reach the reorder page in three ways:
Signing in manually with their Email Address and Billing Zip Code
Using a reorder link (formerly called a magic link) that signs them in automatically
Being signed in already: after checkout, shoppers are signed in for reorders on that device for 90 days, even guests. On another device they need to sign in once with their email and zip
If they enter an email that doesn't match the one on their orders, the page will show no products. This happens often when:
The customer used a different email at checkout (personal vs. work email)
The customer made a typo in their email
The customer ordered as a guest with one email and is signing in with another
Ask the customer to confirm the exact email address they used at checkout.
🏷️ 3. Check your product settings
Three settings can hide products a customer bought:
Hide out-of-stock products and Hide out-of-stock variants in Settings → Product list. If their previously purchased products are now out of stock, they won't show.
Excluded product tags in Emails → Settings → Sending rules. Products with any of these tags are skipped, both for reminder emails and on the reorder page. If all of a customer's past products have an excluded tag, the page will be empty.
Archived and draft products don't show on the reorder page.
On the reorder page, excluded product tags must match exactly, including capital letters. "Gift" and "gift" count as different tags there.
A quick test: temporarily turn off the out-of-stock checkboxes and clear the excluded product tags, then have the customer reload. If products appear, those settings were hiding everything they bought. Remember to put your settings back afterwards.
🗑️ Deleted products and variants
If you deleted a product or a variant in Shopify (rather than archiving it), it can't show on the reorder page any more. Shopify no longer has it, so there's nothing to add to the cart. A substitution can't replace a product that's been deleted either. If you want to stop selling something, archive it and set up a substitution instead of deleting it.
The reorder page also looks at a customer's 50 most recent orders. Something bought only in an older order won't show.
📦 4. Check for substitutions
If you've set up product substitutions and the original products are mapped to replacements that are archived, draft or don't exist, the page might show no items.
Go to the Products page, look at the products marked with a substitution, and confirm each replacement (shown after "REPLACE WITH") 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):
Go to Online Store → Themes → Customize → App embeds in Shopify admin
Make sure the Easy Reorder toggle is on
Click Save in the theme editor. Sometimes the toggle doesn't take effect until you save
If you're using one of your own theme pages as your main reorder page, also check that the page has the Reorder page block.
See The reorder page isn't showing up in my theme 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 address they're on (the right page?)
The email they signed in with (the right email?)
What the page actually shows (truly empty vs. a message about their orders)
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 Product list settings and excluded product tags
You can contact us from Settings → Help and support.
Still have questions? Get in touch and we'll help.