A redeemed UpOrder discount code can be valid and still not show the conversion details you expect in Shopify's order conversion summary.
This usually happens because Shopify and UpOrder are reporting two different things:
Shopify conversion details are based on Shopify's view of the customer's online store visits, sessions, referrers, and UTM data.
UpOrder attribution is based on UpOrder notification engagement and UpOrder-generated discount code redemptions.
If a customer redeems an UpOrder-generated discount code, UpOrder can attribute that order to the discount and the notification it came from, even when Shopify does not have a complete session-based conversion summary for the order.
Where to check in UpOrder
Open UpOrder in your Shopify admin.
Go to Reports.
Choose the notification type related to the discount, or start with Order confirmation if you are not sure.
Choose a date range that includes when the discount was redeemed.
Review the Revenue table for the order, customer, amount, discount code, and attribution category.
For more detail on UpOrder's attribution rules, see: How do conversions and revenue get tracked?
Why Shopify might not show conversion details
Shopify's conversion summary is shown on the order details page and is specific to the customer who placed that order. Shopify notes that conversion summary details can be unavailable when cookie tracking is blocked by apps or private browsers, when the order was originally a draft order, or when the order did not come from the Online Store or Hydrogen sales channel. Shopify also notes that summary details can take up to 48 hours to display.
Because of that, the Shopify order can show that a discount code was used while the Shopify Conversion summary or View conversion details section does not show the visit or marketing details you expected.
Why Shopify and UpOrder might not match
Shopify, UpOrder, Google Analytics, and other reporting tools use different tracking inputs and attribution rules. Shopify's marketing reports focus on Online Store sessions, referrers, UTM parameters, and supported marketing activity data. UpOrder focuses on how Shopify notification emails and UpOrder-generated discounts contribute to attributed revenue.
For example, a customer might receive an UpOrder notification email, later type your store URL directly into their browser, and then redeem an UpOrder-generated discount code. Shopify might not show UpOrder as the session source in conversion details, but UpOrder can still attribute the order to the redeemed UpOrder discount code.
What to send Support
If you think a redeemed UpOrder discount code is missing from UpOrder reporting, please contact [email protected] or use the in-app chat and include:
the Shopify order number
the customer email address
the discount code that was redeemed
the approximate order date