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Sales not showing on an event

Summary: POS sales attach to an event automatically by matching the sale's location to the event's venue and the sale's time to the event's schedule — so most missing-sales issues come down to the wrong venue, a missing event, or a short sync delay.

Before you begin

This article is about POS sales that don't appear under the right event (in Analytics, on the event, or in a Settlement). It assumes the event already exists in your Event Calendar and that you're selling on a Shopify POS device.

How sales attach to an event

You don't tag sales to an event by hand. When a POS order comes in, Live Events attaches it to an event automatically using two things:

  1. Location — the POS device's location must match the venue assigned to the event. A sale rung up at a location that isn't an event's venue won't attribute to that event.
  2. Time — the sale must fall near the event's schedule. Live Events looks for events at that venue whose Start and End times are within roughly a 12-hour window of the sale, then picks the event that is active at the time of sale (or closest to it).

Two consequences follow from this:

  • Only POS sales are attributed this way. Online/web orders and other sources are not attached to events.
  • The event needs a venue and a Start/End time set, or there's nothing for the sale to match against.

Steps to check

  1. Confirm the device is at the right location. On the POS device, check the active Location in Shopify POS. It must be the same location set as the event's Venue. If staff switched locations on the device, sales will land on the wrong event (or none).

  2. Confirm the event's venue. In your Shopify admin, open the Event Calendar, open the event, and check the Venue field. It must match the device's POS location exactly. See Assign a venue and inventory locations.

  3. Confirm the event's Start and End times. Open the event and verify the Start and End times cover when the sales happened (allowing for the ~12-hour matching window). An event with no schedule, or one scheduled on the wrong day, won't catch the sales. Note that times are shown exactly as stored on the event.

  4. Rule out overlapping events at the same venue. If two events at the same venue overlap in time, each sale attaches to the single event that is active (or closest) at the moment of sale. If you ran back-to-back events, check that each event's schedule reflects when it actually ran.

  5. Allow for a short sync delay. Sales arrive from Shopify and are attributed shortly after the order is created. If you're checking immediately after a sale, give it a minute and refresh.

  6. Check Analytics for attribution. Open Analytics in your admin and set the Chart view to Event or Location. If a sale shows under the venue's location but not the event, the location matched but the time window or schedule didn't — revisit steps 2 and 3. The Top events table only lists attributed event revenue.

If sales still don't appear

If a sale rang up at the correct venue, within the event's schedule, and still isn't attributed after a few minutes, contact support with the order number, the venue, and the date and time of the sale.