Tikra help

Sending orders again

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.

Orders from the last 7 days that failed or were on hold can be sent again from the Platforms page, or from a failed step on the order page. An order a platform accepted is never sent to it again. The one exception is an order the platform did not answer clearly: see below.

What Tikra sends again on its own

You rarely need the button. Tikra already does this:

• Temporary errors: when a platform limits requests or does not answer, Tikra retries the order on its own for several days.
• Orders on hold: when a platform's key stops working, orders wait. When the key problem ends (you save a working key or connect Meta again, or for some platforms the hourly check finds that the saved key works again), or when you resume the platform, Tikra sends the orders on hold on its own, as far back as Tikra can still send them: 7 days for Meta, 30 days for Google Ads and Klaviyo (the table below). The card says how many are queued when you save or resume.
• Orders with no attempt: the hourly check sends orders from the last 24 hours that have no delivery attempt.

When to use Send orders again

• An order's platform step shows Failed with "Retries exhausted." and the platform works again.
• Orders stayed on hold and you want to send them now.

You see failed and held orders on the Orders page: open an order and look at the badge on each platform step (see Reading an order's proof).

Send orders again

1. Go to Platforms and scroll to Send orders again.
2. In Platform, choose the platform.
3. Click Check orders. Nothing is sent yet. Tikra counts the orders and tells you, for example, "3 orders that did not reach Meta can be sent again."
4. Click Send 3 orders again (the button shows the number).
5. The card says the orders are queued and go out within a few minutes.

If more orders are waiting after the first batch, the card says so and shows Send the next batch. Click it to continue.

The check can also report:

• orders that are too old for the platform and cannot be sent;
• orders paid in the last 20 minutes, which are still being processed and are left out.

Send again on the order page

A platform step that shows Failed has a Send again button, when the order was paid in the last 7 days and your login can change settings. Under it the page says: "Sends again every order from the last 7 days that failed or was on hold for Meta. This one is included." The platform name changes.

Send again is the same as the Send orders again card, with no check first. Read three things in that sentence:

• It sends every failed or held order of that platform from the last 7 days, not only the order you are looking at.
• It skips orders the platform already accepted. They are never sent twice.
• It does not send an order that is still retrying. Tikra retries those on its own, and the step says "{platform} is retrying." with the time of the next try.

After you click, the page says "1 order queued for Meta." If nothing was waiting, it says "No orders from the last 7 days to send again for Meta." When the platform is paused, has a key problem, or the store has no plan, the page tells you what to fix first and sends nothing.

Steps with other badges have no button: On hold, Too old to send, No attempt recorded and Not sent. An order on hold goes out on its own when the problem ends, as described above. Use the Send orders again card to send held orders now.

What the card lists

The list shows only platforms that are sending. A paused platform, a platform with a key problem and a platform in its check before sending are not in it. Resume the platform, save a working key or go live first. On the free diagnosis the card is not shown, because no orders are sent.

How far back Tikra can send orders

The button reaches back 7 days. Within those 7 days, each platform has its own limit, counted from the time of payment. Most limits are the platform's own; for Google Analytics 4 and Klaviyo the limit is Tikra's:

Tikra keeps one hour of margin, so an order paid exactly 7 days ago is already too old for Meta. The card lists the limit of each platform that is sending.

Orders on hold that Tikra sends on its own when a key problem ends reach back to the full limit in the table, 30 days for Google Ads and Klaviyo. An older one stays on hold, and its step on the order page shows Too old to send.

Google Ads, TikTok, Pinterest and Snapchat are not offered yet, so they send no orders.

What is never sent again

• Orders that reached the platform. A platform like Meta does not remove a second copy of the same order sent from a server, so it would count the purchase twice.
• Orders skipped for consent. The decision was made under the consent rules at that time and stays final.
• Orders paid while the platform was paused or disconnected.
• Orders paid before you connected the platform.

Orders held during Meta's check before sending go out only when Meta goes live: on its own after the check, or when you click Go live and choose to send the held orders. See Turn off the store's own tracking.

Why a delivered order is never sent again

An order a platform already accepted is not sent to it again, by the button or by the hourly check.

The exception: when a platform did not answer clearly, for example Meta did not answer in time, Tikra cannot tell whether the platform kept the order. It sends the order again, because an order that never arrives is a lost sale. If the platform had kept the first try, it may count that order twice. The platform step marks such an order with "(sent again after an unclear answer)" in its reference. See Reading an order's proof.

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