# Why Was My Order Not Tracked?

<a href="https://pxa.impact.com/student/activity/1099688?sid=0c0e3e5c-54c9-4435-9bee-ebcdccb7f292&#x26;sid_i=0?utm_source=app.impact.com&#x26;utm_medium=owned-platform&#x26;utm_content=part-lp-351&#x26;utm_campaign=help-center" class="button primary">Take the PXA course</a>

From time to time, actions and orders that you drive for a brand do not immediately appear in the impact.com platform. There are a couple of reasons why this could be occurring:

| Reason                   | Description                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                      |
| ------------------------ | ---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Delays in tracking       | <p>Depending on how a brand uploads tracked actions to impact.com, there might be a slight delay from when an action occurs to when you'll see it live on impact.com. Brands can choose to track actions you drive either <em>automatically</em> or <em>manually</em>.</p><p>Any actions tracked <em>automatically</em> have a 2+ hour delay from when the action is completed to when it will appear on your account dashboard.</p><p>For any actions tracked <em>manually</em>, impact.com relies on the brand’s team to upload the actions to the platform. Since this is a manual process, delays can be expected here. If your brand manually uploads tracked actions, <a href="../working-with-brands/contacting-a-brand/access-brand-contact-information">contact them</a> for their upload schedule.</p> |
| Reversed actions         | Brands can reverse actions, making them ineligible for payout and moving them to another area in impact.com. Learn how to [view any reversed actions](https://help.impact.com/partner/what-would-you-like-to-learn-about/platform-features/action-management/reversed-actions-explained-for-partners). Your partnered brand can reverse actions for various reasons, like the product being returned, the credit card used to purchase the product not clearing, and others. If you find that your partnered brand incorrectly reversed an action, submit an [action inquiry](https://help.impact.com/partner/what-would-you-like-to-learn-about/platform-features/action-management/action-inquiries/manage-submitted-action-inquiries-as-a-partner) to the brand to review the ineligibility of the action.    |
| Outside of terms actions | Sometimes, you can drive an action that is actually outside the terms of your contract with that brand. In that case, these actions won't be payable and can be found in another area in impact.com. Learn how to view [outside of terms actions](https://help.impact.com/partner/what-would-you-like-to-learn-about/platform-features/action-management/view-outside-of-terms-actions-as-a-partner).                                                                                                                                                                                                                                                                                                                                                                                                            |

#### What should I do if I drove an action but it is not displaying?

If an action occurs but doesn’t appear on the platform within 48 hours, reach out directly to the brand as they may be making use of a manual uploading process. Please include an Order ID and any order information that you have available when contacting the brand. If you are a loyalty or cashback partner, create an [action inquiry](https://help.impact.com/partner/what-would-you-like-to-learn-about/platform-features/action-management/action-inquiries/manage-submitted-action-inquiries-as-a-partner).

Learn how to [contact a brand](https://help.impact.com/partner/what-would-you-like-to-learn-about/platform-features/working-with-brands/contacting-a-brand/access-brand-contact-information). impact.com has the same view of actions that you do, as your partnered brand is responsible for uploading its actions to the platform.


---

# Agent Instructions: Querying This Documentation

If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter:

```
GET https://help.impact.com/partner/what-would-you-like-to-learn-about/platform-features/tracking/why-was-my-order-not-tracked.md?ask=<question>
```

The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.