Troubleshooting Tag Rules

If a rule matches the Shopify data exactly at the time of processing, it will trigger the tag. If the data does not match, no action will be taken.

If a rule doesn't trigger as expected, it's because of 1 of the checklist reasons below.

Quick help during business hours

Send us the order number, your myshopify url or store ID, and what you expected to happen and we can look up the order logs to confirm rule matches or Shopify restrictions.

• Click the floating contact icon in the app or contact us here: orderautomator.com/contact
• Business hours: Monday - Friday, 9 - 5 Eastern US Time

Self help tips

1. Open the rule you want to check (edit the rule)
2. Expand the Rule Tester section
3. Enter the order number and test the rule against that order
4. It will reveal what matches + the Shopify order data, without actually running the rule
5. Update the rule conditions if applicable

If you want to actually process the order, go to the Batch Process page to test rules on a single order

If you aren't able to identify the reason, send us the following information and we will help you investigate what needs to be changed:

1. Order number
2. Your myshopify url or store ID
3. What you expected to happen + a description or screenshot of the rule

Reasons a tag doesn't get applied

❌ The rule condition doesn't match the Shopify data exactly

• Rule condition(s) need to match the Shopify data exactly at the time the order is processed
• ✅ Solution: Open the rule in the editor and use the Rule Tester to compare the order data vs your rule data. Also check your case sensitive settings in the Settings page.

❌ Tag is longer than 40 characters

• ✅ Solution: Shorten the tag name, Shopify allows 40 characters on order tags

❌ Tag has special characters that Shopify rejects

• ✅ Solution: Use only letters, numbers, and hyphens in your tags
  • See Shopify tag documentation for details

❌ An app or person edited the order after Order Automator

• ✅ Solution: if you expect the order to be edited, put a delay on Order Automator, in the Dashboard page so your rules get processed after editing is complete

❌ The rule was not enabled

• ✅ Solution: click the icon in the Enabled column next to the rule

Reasons a tag rule notification email doesn't get received

If you have a notification attached to a tag rule and the email doesn't get received, check to see if the tag got applied.

• If the tag got applied, the notification was sent. See this checklist for help solving.
• If the tag did not get applied, see reasons above

Testing an order

See Testing Orders for a quick way to test an order while you're creating or editing tag rules.