Here the tradeflow is not empty, it does not exist. Nothing can be
tracked because nothing arrived.
Two possibilities, and they are worth separating before anyone starts investigating:
- It was never sent. Support can confirm this by checking the inbound logs and files for your
reference. - It arrived but was not imported. The file reached the platform and the import step did not
produce the orders. One example: an order export began arriving with an extra<xml>root
wrapper, and the import returned zero orders for every file in that format until it was adjusted
to accept both shapes.
Support checks the ingestion records directly, so this question gets a definite answer rather than
an inference from what is missing downstream.
What to do: send support the reference and the approximate time it was sent. If you push data
over the API, include the request and response, and confirm the tradeflow_reference field was
set.
Example
A user cannot track a tradeflow reference and asks support to check whether it was never sent or arrived but was not imported. They provide the reference and approximate send time; because they pushed data over the API, they also include the request and response and confirm the tradeflow_reference field was set. Support checks the ingestion records directly.