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 does it have, and how this information is processed in Omnisend.

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

Troubleshooting process

Information about the order
Adjusting automation trigger settings
Checking information presented in the Reports

Sometimes, the pre-set Order Confirmation or Shipping Confirmation email doesn't 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 Trigger 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 example presented above, the 1st order has Authorized status, meaning that it won't trigger the workflow with the trigger set to Order Placed -> Order Paid. To solve this problem, we would need to change the trigger for the automation to Order Placed -> Order Authorized.

⚠️ Trigger effect on the automation

Another aspect is that the order's initial state defines what triggers should be added. If we want to trigger the workflow when the order status changes to Paid, but the initial status is set to Authorized, the trigger should be set to Order Status Changed.

The same goes for any other characteristics of the ordered products. If we need to trigger the flow, for the products having a certain tag, they should belong to that product at the point of time when the order data is passed to Omnisend and checked against the trigger. If you add a tag after the order was placed, it won't trigger the automation. The problem could be solved with:

Audience filter effect on the automation

If you are adding an Audience filter to the automation trigger, keep in mind that the Segment-based filter will add a little overhead to the Automation performance, therefore not triggering the sequence for the new customers or using the information we collected before.

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

Find more information on the Segment-based Audience filter.

Split condition settings

Just like the in the trigger rule settings, the Event specified in the Split Condition will check the order against its initial status. Therefore, it is not possible to Split your automation according to the Order tag, unless the order had that tag 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 Split condition.

Find more information on the Segment-based split

⚠️ 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.

For more information and the customers' list, in particular, 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 can't get to the bottom of the problem, feel free to contact us via live-chat line or at support@omnisend.com.

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