An event hasn't arrived in the destination system

Step-by-step guide for tracing missing data through the Control Panel.

When to use this

Use this guide when data is not appearing in your destination system: for example, an order has not reached NetSuite, or a stock update has not landed in Shopify. It takes you through finding the event in the Control Panel and acting on what you find.

If an HC error notification alerted you to the problem, start with I received an alert — what now? instead. For what normal processing looks like, see What a healthy integration looks like.

Before you start

Have an identifier for the missing record to hand: the order number, SKU, or any identifier that appears in the payload.
Know which stream the event should have gone through. See How your integrations are structured if you are not sure.

Steps

Find the event

Open the Control Panel and go to the relevant stream.
Click the events link.
Use the search bar or date filter to locate the event. Search by order number, SKU, or any identifier that appears in the payload. See How to find a specific event in the Control Panel for more detail.

Act on what you find

Open the event and check its status.
Follow the action for that status in the table below.

Status	What it means	What to do
New or Transformed	The event has arrived but has not been sent to the destination system yet.	Wait. This is normal shortly after a busy period. If it has not progressed after 15–30 minutes, contact HC with the event ID.
Error	The transformation failed, so nothing was sent.	Open the event to read the error. See I received an alert — what now?.
Failed	HighCohesion tried to send the event but the destination rejected it.	Read the error, then fix and resend: see How to fix and resend a failed event.
Aborted	The transformation detected a rule that stopped the event being sent. Most often this is duplicate prevention: the data has already reached the destination system. Configured exclusions, such as test orders, also abort.	Check the destination system, searching on a different identifier if you can: the record is usually already there under an earlier event. If it is genuinely missing, open the event to see which rule stopped it and contact HC.
Ok	The event was sent successfully.	Check the destination system: there may be a delay or a downstream issue.

What you should see

The event appears in the stream's event list with one of the statuses above, and the table tells you what to do next. For the full list, see Understanding event statuses.

If it did not work

The event does not appear in the stream at all. Work through the following:

Check the source webhook: confirm the event was actually sent from the source system (for example, check Shopify's webhook delivery logs).
Check for outages: look at the HC status page, or contact the team if you suspect a platform issue.
Contact HC: provide the event identifier, source system, approximate time, and what you expected to happen.

To contact HC, see How to get support. For when an issue warrants escalation, see When to escalate to the HC team.

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