Reading an order's proof

Names in bold such as Home, Orders, Platforms, Events, Incidents, Billing and Help are pages and buttons of the Tikra app. You open it from Apps in your Shopify admin.

For every paid order, Tikra shows what it sent to each platform, when, and the platform's answer, or why it did not send it. You find this on the Orders page.

The order list

Orders lists your paid orders, newest first, 25 per page. Use Older orders and Back to newest to move between pages.

Column	Shows
Order	The order number. A Test badge marks a test order, a Refunded badge a refunded one.
Paid	When the order was paid, in your computer's time zone.
Total	The order total.
Consent	The buyer's decision: Accepted, Declined, No choice or No signal.
One column per platform	The state of the order for that platform.

To find one order, type its number in Find an order, for example 1001, and click Find. Click an order number to open its proof.

What each state means

State	Meaning	What to do
Sent	The platform accepted the order, or answered that it already had it.	Nothing.
Skipped	Tikra did not send it, on purpose. The order page says why: the buyer's consent, the platform was paused, the store had no plan, the check before sending, a test order, or an order that was not placed online.	Nothing, unless the reason surprises you.
Waiting	Tikra is still working on it. For example, it waits for the consent choice, or a retry is scheduled.	Nothing. Check again later.
On hold	The platform rejected the saved key, or the store had no plan when the order came up for sending. The order waits. After a key problem, it goes out once the problem ends, if it is still inside the limit for that platform in Sending orders again: 7 days for Meta, 30 days for Google Ads and Klaviyo, less one hour of margin. An older one stays on hold, and its page says it is too old to send. Without a plan, it goes out once a plan runs.	Save a working key on the Platforms page, or choose a plan on the Billing page.
Failed	The platform refused the order, or the retries ran out.	See "Failed orders" below.
No attempt recorded	No delivery attempt was recorded.	The hourly check sends these on its own for orders from the last 24 hours. For older ones, email support@tikratracking.com with the order numbers.
Paused	The platform is paused.	Resume it if you want it to get new orders. Orders paid while it was paused are not sent later.
Not connected	You connected the platform after this order was paid.	Nothing. Tikra does not send orders from before the connection.

The order page

The page title is the order number. It has four sections.

Order: when it was paid, the total, the number of items, when Tikra received it and the source. The source is Shopify order notification (WooCommerce on WooCommerce stores), or Hourly check with Shopify (Hourly check with WooCommerce on WooCommerce stores) when the notification did not arrive and the hourly check found the order. A test order has a line saying so, and so has an order that was not placed online, with where it came from. For such an order Tikra keeps the order number and reference, payment time, amounts, currency and source, and no customer data, so its page shows no item count, no consent decision and no matching data. Tikra never sends such an order to your platforms.

Refunds: when Shopify refunded part or all of the order, the page lists each refund with its amount and, per platform, whether it was sent: "Refund €X sent to Google Analytics", or the reason it was not. When the order already has an earlier refund, a later refund without item lines (for example a shipping or plain money amount) is not sent to Google Analytics 4, because without items it would be read as a refund of the whole order. Google Analytics 4 gets refunds. Meta gets none, so its block shows no refund line. The order list marks a refunded order with a Refunded badge and the amount. If Shopify cancelled the order before Tikra sent it to a platform, the order is not sent, and the page shows Cancelled with the time; a purchase a platform already accepted stays.

Consent: the buyer's decision, the marketing, analytics and sale or sharing choices, where the signal came from (Storefront pixel, Order data on WooCommerce stores, or No signal received), when the decision was made and the consent mode used. See Consent.

Platforms: one block per platform with its state and these lines where they apply:

"Sent:" with the time, and the platform's reference for the request.
"First attempt:" with the time, when the order was not sent yet.
The reason it was not sent. The table below lists the reasons.
"Attempts:" when Tikra tried more than once.
"Consent check: passed" or "not passed", with the consent purpose the platform needs.

Data used for matching: which buyer details were available for the platform to match the order to a person, for example Email (hashed) or Meta click ID, and which were not. Email, phone, names, city and region are stored only as one-way hashes.

References

A reference is the ID a platform gave to the request. Meta gives a trace ID. Google Analytics 4 gives none, so its orders show the time only, with a line that Google does not confirm what it records. If you contact the platform's support about an order, give them this reference.

A Meta reference followed by "(sent again after an unclear answer)" means that an earlier try got no clear answer from Meta, for example because Meta did not answer in time, and Tikra sent the order again. Meta may then count that order twice. The daily duplicate check allows for these orders.

Choose which orders go to a platform

By default, each platform gets every order paid through your online checkout. On Platforms, each connected platform has a Which orders go to ... area, closed until you click it (a line under it shows the current rule), where you can narrow that down:

Do not send orders paid with: payment gateways to leave out. On Shopify, use the payment ID, for example shopify_payments or paypal. On WooCommerce, use the payment method ID, for example stripe_cc or cod. Upper and lower case do not matter.
Send only orders paid with: send only orders paid with these gateways.
Do not send orders from these apps (Shopify): app IDs, which are numbers.
Company (B2B) orders (Shopify): send all, only company orders, or none.

Write gateway names one per line, and separate app IDs with commas. Each list can hold up to 20 names. Each platform has its own rule, and so does each account when you connect more than one of the same platform. Above the form, Tikra shows how many of your orders in the last 30 days the rule sends and how many it leaves out, and how many it could not check.

Things to know:

The rule applies to new orders. An order a rule already skipped is not sent later if you loosen the rule.
Tikra stores a payment gateway name, an app ID and the company flag only after you accept the current data processing terms. Until then, the rule cannot judge these orders, and Tikra sends them.
An order with no gateway name, for example a free order, is sent.
The rule works together with your consent mode (see Consent). A rule only removes orders and never adds consent. In strict mode, an order still goes to a platform only when the buyer said yes to that platform's purpose. Marketing platforms also do not get an order when the buyer denied the sale of their data, and buyers from the EEA, the UK and Switzerland are always handled in strict mode.
Orders a rule leaves out do not count toward the 97 % check for that platform. They still count toward your plan's order limit, because they came through your online checkout.
Every change to a rule is saved in your store's audit log. The card shows when the rule was last changed.

Reasons an order was not sent

Reason shown	What it means
"Held during the check before sending ..."	Meta is in the check before sending. See Turn off the store's own tracking.
"The destination was paused when this order was processed."	The platform was paused. The order is not sent later.
"Not sent: the store had no active plan when this order was processed. ..."	The order was paid while no plan ran (Billing says No plan is running). It is not sent later.
"The store had no active plan when this order came up for sending, so it is on hold. ..."	The order was paid while the plan still ran, and only came up for sending after it ended. Once a plan runs again, the hourly check sends it if it is less than a day old; older ones through Platforms > Send orders again (see Sending orders again).
"Test order, and this destination is not in test mode."	Test orders go only to platforms in test mode.
"Not sent: this order was placed at a point of sale, not online. ..." (or a draft order marked as paid, a subscription renewal, another app's or a marketplace order)	Tikra sends only orders paid online, through your store's checkout. It keeps the order but never sends it, and the order does not count toward your plan's order limit or the 97 % check. The first order of a subscription and a draft order invoice that the buyer paid at checkout are online orders.
"Not sent: your rule for Meta (...)."	A rule you set on Platforms left this order out of that platform, for example "payment gateway cod is excluded". It is not counted in that platform's 97 % check.
"The buyer declined marketing consent." (or analytics)	The buyer said no to that purpose.
"The buyer had not made a choice when the order was placed. Strict mode sends only with the buyer's consent."	The pixel reported that the buyer had not answered your cookie banner, and your store or the buyer's country uses strict mode.
"No marketing consent signal reached Tikra. Strict mode sends only with the buyer's consent." (or analytics)	Nothing about the buyer's choice reached Tikra, and your store or the buyer's country uses strict mode.
"The buyer opted out of the sale or sharing of personal data."	Marketing platforms do not get this order.
"Waiting up to 20 minutes for the consent signal from the storefront pixel."	Tikra waits for the choice before it decides.
"The order arrived less than 15 minutes ago and is being processed."	Check again in a few minutes.
"Temporary error ... Next retry" with a time	Tikra retries on its own. The time in this line is in UTC.
"The platform rejected the access key. The order is held ..."	Save a working key. The order then goes out on its own, if it is younger than the limit this line names, less one hour of margin.
"The platform rejected the access key while this order waited, and it is now too old to send ..."	The key problem lasted longer than the limit for this platform, so Tikra cannot send it any more.
"No delivery attempt recorded. ..."	See No attempt recorded above.

Failed orders

"Retries exhausted." Tikra retried on its own for several days and the platform still did not accept the order. Send it again from Platforms > Send orders again while the platform still accepts orders that old. See Sending orders again.
"The platform rejected the event data." Sending the same order again fails the same way. Email support@tikratracking.com with the order number.

Still stuck? Email support@tikratracking.com with your store address and the order number.