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Favourites are tied to the user not the account, they have logged into a different user on that account that doesn’t have the favourites saved
The products no longer exist on the website
User has accidently deleted favourites
if If the issue is still unidentified, send a support ticket to support@straightsell.com.au.
If you wish to download a Buyer Favourites file and a Buyer User Favourites file - you could look in these for the missing Favourites, if they are still stored against a different login. (see below example of another instance of favourites going missing)
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