Troubleshooting Pixel Tracking

Northbeam uses two sources to attribute an online order:

Server data comes from Shopify, another commerce integration, or the Orders API.
Pixel data comes from the Northbeam Pixel and firePurchaseEvent.

1. Find an example order

Open Orders and search for the exact order ID.

What you find	What it means	Next check
Order is absent	Northbeam may not have received the backend order.	Check the commerce connection or Orders API response.
Attributed: No	Northbeam received the order but could not connect it to a customer journey.	Check `firePurchaseEvent` and the order ID.
Attributed: Yes	The order is attributed.	Check report settings if the order still appears incorrect.

2. Troubleshoot an order that is Not Attributed

Confirm that:

firePurchaseEvent fires after a successful checkout.
firePurchaseEvent and the backend order use the exact same order ID.
The order ID matches character for character, including capitalization, prefixes, spaces, and punctuation.
The checkout domain and payment flow support the expected pixel tracking.

Open Pixel and Event Tracking and review the Purchase Pixel guide.

3. Check whether missing pixel tracking is expected

Some orders do not complete through a standard web checkout and may be Not Attributed by design. Examples include:

Recurring subscriptions
Draft orders
Offline or POS orders
Wholesale orders
Some marketplace or app purchases

4. Check the trend

Compare attributed orders before and after the issue began. A sudden drop that aligns with a site, domain, consent, or checkout change should be investigated using examples from both periods.

If you cannot isolate the cause, submit a Northbeam Support request with example order IDs and their Attributed values.