5. Why Didn't My Event Trigger? Debugging Guide

Use this guide to trace exactly why a specific shipping event didn't fire for a specific order. Each step uses tools available directly in the Postflows dashboard.

Step 1 - Find the order

Go to Dashboard > Orders and search by order number or customer email.

Step 2 - Check the Integration Activity timeline

Open the order by clicking on it. Scroll to the Integration Activity section.

This timeline shows every event Postflows sent to Klaviyo or Omnisend for this order, with:

  • Event name (e.g. Shipment In Transit)

  • Platform (Klaviyo / Omnisend)

  • Timestamp

  • Recipient email

If the event appears in the timeline: Postflows sent it successfully. The issue is in your Klaviyo or Omnisend flow setup - check that a flow is published and triggered by the correct Postflows metric.

If the event does NOT appear in the timeline: Postflows didn't send it. Continue to Step 3.

Step 3 - Check the shipment status badge

On the order detail, look at the shipment status badge.

Status badge

What it means

Pending

No tracking number or carrier info yet - carrier updates can't be received

In Transit

Carrier has scanned the package, tracking is active

Delivered

Package delivered

Exception

Carrier reported a problem

If status shows "Pending": the fulfillment was created without a tracking number, or the carrier hasn't scanned it yet. Events that depend on carrier updates (Shipment In Transit, Out for Delivery, etc.) won't fire until tracking is active.

Step 4 - Check events are enabled

Go to Settings > Events.

Confirm the event you're expecting is toggled on. If it's off, enable it - but note this only affects future events, not the one that already didn't fire.

Step 5 - Check order filters

Go to Rules > Order Filters.

If any include rules are active, the order must match at least one. If none match, all events for that order are blocked.

Check:

  • Country filter: is the order's destination country included?

  • Items filter: does the order contain a listed product?

  • Ecomflow filter: is the order correctly identified as Ecomflow or non-Ecomflow?

Step 6 - Check event filters

Go to Rules > Event Filters.

If the Proximity filter is enabled (same_country mode), events where the tracking checkpoint is in a different country than the delivery destination are dropped.

For international orders, this will suppress most "In Transit" updates from the origin country. This is intentional behavior if you enabled it, but may be unexpected if someone enabled it without realizing the effect.

Step 7 - Check your integration connection

Go to Dashboard > Integrations.

Confirm Klaviyo or Omnisend shows as connected. If it shows as disconnected, reconnect it.

After reconnecting, click Seed all events to send test events and verify the connection is working end-to-end.

Step 8 - Check for a zombie badge

On the order detail, look for an orange badge indicating the order is a "zombie."

A zombie order entered Postflows before a filter rule was activated. It won't be processed under the new rules.

The badge shows which specific filter rules would block this order. To process this order, you'd need to temporarily disable those filters.

Still stuck?

Contact support with:

  • Your store's Shopify domain

  • The order number

  • Which event you expected to fire

  • A screenshot of the Integration Activity timeline

Email: [email protected]

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