Most often the order has simply not reached the point you chose for a cash-on-delivery sale yet. If that is not it, check that tracking is ON with a working token, that no test code is left in, and that the buyer did not say no to tracking.
Where to find it
Admin › Online store › Tracking & codes › Facebook Pixel & CAPI (ট্র্যাকিং ও কোড). The badge at the top, Send test event, Last 7 days and Latest events are all on this page.
Only the store owner (Super Admin) can use it: its tick, Website keys, domain & tracking (owner), does not open it for staff, not even for an Admin.
What to check, most common first
- The order has not qualified yet. Look at Cash on delivery orders count as a Purchase. With When the order is confirmed (Processing), nothing is sent until the order reaches Processing or a later step. With When the order is delivered (Complete), nothing is sent until it is Complete. An online payment counts only after the gateway confirms the money.
- Tracking is off or the token stopped working. The badge must say Tracking is ON. Press Send test event. If it says the access token is wrong or expired, generate a new token in Events Manager, paste it and save. In Latest events, a Failed event shows the reason next to it.
- A test code is still filled in. While Test event code has a code, server events carry it and Facebook shows them under Test events. Empty the box and press Save when you finish testing.
- The buyer said no to tracking. With Ask visitors for permission first on, nothing is sent for a visitor who did not press Allow, including the Purchase of their order.
- The order did not come from the shop's checkout. A Purchase is sent only for orders placed on your shop or landing pages. Orders made in the admin, and incomplete orders that staff confirm, never send one.
- The order was stopped. An order that is Incomplete, On Hold, Cancelled, Return or Fake when it is checked never counts.
Good to know
- One Purchase per order. Editing or saving the order again never sends a second one.
- Failed sends are tried again by themselves, up to 8 times, so a short Facebook outage fixes itself.
- An online payment you mark paid by hand in Order Payments does not send a Purchase; only the gateway's own confirmation does.
- Example: "Rangdhanu Fashion" counts sales at Processing. A new order for 1,250 taka shows no Purchase until a staff member confirms it; the Purchase is sent right after that.
When to ask the team
If Send test event works, the badge says Tracking is ON, a qualifying shop order exists, and Latest events still shows no Purchase for it after an hour, ask in our Facebook group or press Give Feedback at the bottom of the page. Add the order's invoice number and a screenshot of Latest events. Never share your access token.