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Troubleshooting Transactional Automation
Troubleshooting Transactional Automation
Ira avatar
Written by Ira
Updated over a week ago

Even though Omnisend offers a number of ways to test your Orders-related automation workflows, the most certain answers can be given after testing your emails in your store by simulating the conditions you wanted to test. In that case, we will be able to see whether we are getting the information about the order, what status it has, and how this information is processed in Omnisend.

In this article, we'll be able to present a plan for the troubleshooting process that will help you discover and diminish the problem.

Troubleshooting process

Sometimes, the pre-set Order Confirmation or Shipping Confirmation email needs to provide the solution you were looking for. Maybe, the email should be sent right after the order is placed, or it should be triggered after your store processes the payment. When looking for the solution, it is crucial to understand how each of the triggers works and how you can verify that information in your Omnisend account.

⚠️ Did Omnisend catch the information about the order?

When the customer places the order in your store, you can see this information in the customer profile. Here, you can check what status the order has and check it against your trigger.

In the guide below, you can find out which events you will see based on the ecommerce platform you use.

Audience filter effect on the automation

If you are adding an Audience filter to the automation trigger, please keep in mind that the Segment-based filter will add a little overhead to the Automation performance, so it won't trigger the sequence for the new customers or use the information we collected before.

It is highly recommended to avoid using segment-based filters if possible or considering that information.

Split condition settings

Just like the trigger rule settings, the Event specified in the Split Condition will check the order data. Therefore, it is only possible to Split your automation based on order data if the order was carrying that tag/status when triggering the workflow.

However, the Split based on the Contact data can help you resolve the problem with the Segment-based Audience filter if you add a short delay of several minutes before the Split condition.

⚠️ Checking Reports

If the customer satisfied all of the conditions from your trigger settings, he would enter the sequence. In the Automation settings, you will see that somebody has entered the flow, and once the email message is sent, you'll see the email address of that person in the Reports section.

  • Entered - the customer managed to trigger the flow;

  • Currently in - the customer triggered the flow and currently waiting for a certain action to happen;

  • Exited - the customer exited the flow due to the cancellation event;

  • Completed - the customer successfully went through all stages in the sequence.

In each of the automation blocks, you may also see how many customers Skipped or passed through it.

In the message block settings (Email, SMS, Push Notification), you may choose whether you want to cancel the sequence for non-opted-in contacts or pass to the next stage.

The customer skips the block, in case he has not opted-in to the corresponding channel in the sequence.

Based on these stats, you may better understand at which of the stages your automation falls apart. In case the customer entered the flow - the trigger is fine. If he exited the flow unintentionally - check your Exit conditions settings, if he skipped the block - check the subscription status.

If you would like more information and the customers' list, in particular, you can check the Reports section. If you see your email address here, make sure you checked your inbox sorrowfully, try searching with your sender's email address to see if you received any emails from this sender.

If you still need help getting to the bottom of the problem, feel free to contact us via live-chat line or at [email protected].

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