An event hasn't arrived in the destination system

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

If data isn't appearing in your destination system (e.g. an order hasn't reached NetSuite, or a stock update hasn't landed in Shopify), follow these steps to find out why.

Step 1: Find the event in the Control Panel

Open the Control Panel and go to the relevant stream then click on 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.

Step 2: Act on what you find

Once you've located the event, check its status:

Status

What it means

What to do

Failed

HighCohesion tried to send the event but the destination rejected it

Read the error, then fix and resend

Aborted

HighCohesion intentionally didn't process the event (e.g. filtered out by a rule)

Check whether the filter is correct; contact HC if not

Ok

The event was sent successfully

Check the destination system — there may be a delay or a downstream issue

Step 3: If you can't find the event at all

If the event doesn't appear in the stream at all:

  1. Check the source webhook — confirm the event was actually sent from the source system (e.g. check Shopify's webhook delivery logs)

  2. Check for outages — look at the HC status page or contact the team if you suspect a platform issue

  3. Contact HC — provide the event identifier, source system, approximate time, and what you expected to happen