> For the complete documentation index, see [llms.txt](https://help.inveterate.com/help-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.inveterate.com/help-center/guides/troubleshooting/customers-missing-from-the-membership-program.md).

# Customers Missing From the Membership Program

{% hint style="info" %}
**TL;DR:** If a customer “bought a membership” but doesn’t appear in your program, check the order type. **Memberships can only be purchased via your live storefront checkout.** Draft Orders (or admin-created orders that don’t go through checkout) **will not** enroll the customer.
{% endhint %}

#### Symptoms

* “Customer bought a membership but isn’t in the program.”
* “I can’t find them under members.”
* “They don’t have the membership tag.”

#### Root Cause

* The order was created as a **Draft Order/Import Order** (or marked paid by staff) instead of completed through the **storefront checkout**.
* Because checkout never ran, **no membership enrollment** occurred and the expected tags/flows were not triggered.

🔗 [Shopify Documentation: Subscription purchase limitations](https://help.shopify.com/en/manual/products/purchase-options/subscriptions/considerations#:~:text=Purchase%20option%20considerations)

#### Fix (What to do now)

1. **Refund/Cancel the Draft Order** for the membership product.
2. Ask the customer to **repurchase via your storefront** (normal checkout).
   * Tip: send them a direct link to the membership product page and/or offer a [discount code for free membership](/help-center/discount-information/codes-for-free-memberships.md) if you did not refund the member
3. After successful checkout, confirm:
   * The customer now has the **membership tag** in Shopify.
   * They appear in your **membership program** in Inveterate.

***

#### Prevent It (Best Practices)

* **Do not sell memberships via Draft Orders.**
* Train staff to **always direct customers to the storefront** to buy memberships.
* Add an internal note/SOP: *“No Draft Orders for Membership products.”*