Verification of Event Count

Event count discrepancies can occur at two points in the data pipeline:

• Source → CustomerLabs: Events fired on your website or app are not being received by CustomerLabs.
• CustomerLabs → Destinations: Events received by CustomerLabs are not being delivered to a destination.

This guide walks you through verifying event counts at each stage and diagnosing the root cause of any mismatch.

Understanding the Event Pipeline

Events flow through three stages:

1. Source — Your website, app, or integration fires an event (e.g., a Purchase event on a Shopify store).
2. CustomerLabs — CustomerLabs ingests, processes, and maps the event through a workflow.
3. Destination — The processed event is forwarded to connected destinations (e.g., Meta CAPI, Google Ads).

A count mismatch at any stage points to a different root cause. Work through the stages in order — source first, then CustomerLabs, then destinations.

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Stage 1: Source to CustomerLabs

Use Source Logs to verify how many events CustomerLabs has received from your source.

How to Check

1. Navigate to Monitoring → Logs → Source.
2. Select the Source (e.g., your website, Shopify, or a CRM integration).
3. Set the Time Range to match the period you are investigating.
4. Click Apply Filter.
5. Note the total number of log entries returned — this is the event count received by CustomerLabs from that source.

Compare this number against the event count reported by your source (e.g., GTM preview, Shopify order count, or your backend logs).

Common Reasons for a Mismatch

Symptom	Likely Cause
Source Logs show fewer events than expected	Events are not reaching CustomerLabs — check source installation
Source Logs show zero events	Source is not connected, or the tracking script is not firing
Source Logs show more events than expected	Duplicate event triggers (e.g., GTM tag firing twice)

Note

Source Logs are filtered by the Processed At timestamp — when the event reached CustomerLabs — not when it was fired on your site. Account for any delay when comparing counts over short time windows.

If Events Are Missing at This Stage

• Verify the CustomerLabs tracking script or SDK is installed on the correct pages.
• Open Events Manager (Monitoring → Events Manager) and confirm the source appears under Sources and is connected.
• For GTM-based sources, use GTM Preview mode to confirm the tag fires and sends data to CustomerLabs.
• Check that the domain is listed under Authorized Domains in Events Manager.

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Stage 2: CustomerLabs Processing (Workflow)

If events are reaching CustomerLabs but the count in a destination is lower, check whether events are being dropped during workflow processing.

How to Check

1. Navigate to Monitoring → Logs → Workflow.
2. Select the Source and the Workflow that processes the event.
3. Set the Time Range to the same period used in Stage 1.
4. Select the Event Name you are investigating.
5. Click Apply Filter.
6. Compare the number of workflow log entries against the source log count from Stage 1.

A lower count here indicates events are being filtered or dropped inside the workflow before they reach destinations.

Common Reasons for a Mismatch

Symptom	Likely Cause
Workflow Logs show fewer events than Source Logs	Workflow conditions or filters are excluding events
Workflow Logs show zero events	The workflow is inactive, or the event name mapping is incorrect
Events appear in Source Logs but not Workflow Logs	The event is not mapped to any workflow

Caution

If your workflow contains conditions (e.g., only process events where order_value > 100), events that do not meet the condition will not appear in Workflow Logs. This is expected behavior and not a bug.

If Events Are Dropping at This Stage

• Open the workflow and review any conditions or filters configured — adjust them if events are being excluded unintentionally.
• Check that the incoming event name from the source matches the event name the workflow is listening for (this check is case-sensitive).
• Click View Details on a workflow log entry and inspect the Workflow Input tab to confirm the raw data arriving matches what the workflow expects.

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Stage 3: CustomerLabs to Destinations

Use Destination Logs to verify how many events are being successfully delivered to each destination.

How to Check

1. Navigate to Monitoring → Logs → Destinations.
2. Select the Destination you want to investigate (e.g., Meta, Google Ads).
3. Select the Event Name.
4. Set the Time Range to the same period used in the previous stages.
5. Click Apply Filter.
6. Review the log entries:
   • Success — Event was delivered to the destination.
   • Failure — Event failed to reach the destination.
   • Warning — Event was sent but in a non-standard format.

Compare the total Success count against the workflow log count from Stage 2. Any gap represents events that failed delivery.

Common Reasons for a Mismatch

Symptom	Likely Cause
High failure rate	Authentication error, invalid parameters, or destination API rejection
Destination count lower than CustomerLabs count	Some events failed — check error messages in Destination Logs
Destination count is zero	Destination is inactive, or the event is not mapped to the destination
Warning status on many events	Required parameters (e.g., email, phone) are missing or malformed

Note

Destination platforms (e.g., Meta Events Manager, Google Ads) may apply their own deduplication, attribution windows, or data processing delays. A small discrepancy between CustomerLabs delivery count and what the platform reports is normal. Focus on the Failure count in CustomerLabs Destination Logs — that is the actionable gap.

Investigating Failures

1. Filter Destination Logs by Status: Failure.
2. Click the error message link on a failed log entry to see the exact error returned by the destination.
3. Click View Details and open the Destination Requested Data tab to inspect the payload sent to the destination — verify required fields are present and correctly formatted.

Common Failure Errors and Fixes

Error	Fix
Invalid token / authentication error	Reconnect the destination and reauthorize credentials
Missing required parameter (e.g., em, ph)	Ensure user traits (email, phone) are being captured by the source and mapped in the workflow
Duplicate event ID	Check for duplicate triggers in your source setup
Rate limit exceeded	Events are being sent too fast — contact CustomerLabs support

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Quick Reference: Where to Look

What you are checking	Where to look
Events received from source	Monitoring → Logs → Source
Events processed through a workflow	Monitoring → Logs → Workflow
Events delivered to a destination	Monitoring → Logs → Destinations
Overall event counts and trends	Monitoring → Events Manager

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End-to-End Example: Verifying a Purchase Event

Use this example to verify that a Purchase event is flowing correctly from your Shopify source to Meta CAPI.

1. Check Source Logs — Select Shopify as the source, set the time range to Last 1 day, and apply the filter. Count the total log entries for the Purchase event.

2. Check Workflow Logs — Select the Shopify source and the workflow that maps the purchase event. Set the same time range and filter by the cl_purchase event name. The count should match Stage 1.

3. Check Destination Logs — Select Meta as the destination and Purchase as the event name. Set the same time range. Verify that the Success count matches the workflow log count from Stage 2. If there are failures, click on the error messages to investigate.

4. Confirm in Events Manager — Navigate to Monitoring → Events Manager, select the Purchase event, and check the Server Side Destinations table. This gives an aggregated view of the success and failure percentages for each destination.

Note

For further assistance, contact our support team at [email protected]