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
- Open the order details page in Shopify
- In another tab open your rules page in Order Automator and compare with the checklist below
- (Optional) 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:
- Order number
- Your myshopify url or store ID
- What you expected to happen + a description or screenshot of the tag rule
Reasons a tag doesn't get applied
❌ The rule condition doesn't match the Shopify data exactly
- Example: "some word" is not the same as "Some Word"
- ✅ Solution: Change the rule condition(s) to match the Shopify data exactly
❌ 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.