Purchases or Orders Are Missing
Determine whether an order is missing browser tracking, server data, or both.
Start with one example order. Record its exact order ID, timestamp, checkout domain, and payment flow.
1. Find the 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 server-side order. | Check the commerce connection or Orders API response. |
| Attributed: No | Northbeam received the order but could not attribute it to a customer journey. | Check firePurchaseEvent and the order ID. |
| Attributed: Yes | The order is attributed. | Check dashboard filters and reporting settings. |
2. Compare order IDs
firePurchaseEvent and the backend order must use the same identifier. Compare the values character for character, including:
- Capitalization
- Prefixes and suffixes
- Spaces and punctuation
- Order number versus UUID or checkout-session ID
3. Check whether pixel tracking is expected
Some orders do not complete through a web checkout and are not expected to have browser pixel data. Examples include recurring subscriptions, draft orders, offline or POS orders, wholesale orders, and some marketplace or app purchases.
4. Check the source
- Shopify or another commerce integration: Open Connections and confirm that the correct store is connected without errors.
- Orders API: Review the API response and validation errors. Confirm that the request used the intended production or UAT endpoint.
- firePurchaseEvent: Review Pixel and Event Tracking and the Purchase Pixel guide.
For detailed pixel-tracking checks, see Troubleshooting Pixel Tracking.
Updated about 23 hours ago
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