Troubleshooting Tag Rules
If a rule doesn't trigger, it's because of 1 of the reasons below.
Reasons a tag doesn't get applied
The rule condition doesn't match the order 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
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
Note: If a tag triggered it means the Shopify data matched the conditions of the rule.
- If you didn't want that rule to trigger, double check the rule conditions, edit, and test the order to confirm.
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.
Submitting a ticket
If you went through the checklist and couldn't identify the reason, send the information below and we'll help you understand why.
- The url of the order details page (to get the order ID + your store ID)
- Screenshot of the order details (top part of the order details page in Shopify admin)
- Screenshot of the order timeline (timeline of events on the order details page)
- Screenshot or description of the rule you expected to trigger