> ## Documentation Index
> Fetch the complete documentation index at: https://docs.northbeam.io/llms.txt
> Use this file to discover all available pages before exploring further.

# 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](https://dashboard.northbeam.io/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 for duplicate purchase events

For non-Shopify checkouts, `firePurchaseEvent` must fire only once per order. If it fires more than once for the same order (for example, when the customer refreshes the confirmation page or the script is installed twice), the order may not attribute. See [Fire once per order](/docs/purchase-pixel#critical-fire-once-per-order).

## 4. 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.

## 5. Check the source

* **Shopify or another commerce integration:** Open [Connections](https://dashboard.northbeam.io/settings/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](https://dashboard.northbeam.io/settings/tracking-script-tags) and the [Purchase Events guide](/docs/purchase-pixel).

For detailed pixel-tracking checks, see [Troubleshooting Pixel Tracking](/docs/guide-to-troubleshooting-pixel-tracking).