Why outreach did or did not stop after an order

What an order does

When ACR records an order, it marks the shopper's open checkouts as completed and ends every open run for that lead, in every campaign. ACR also looks again before each step goes out, so a run whose checkout has completed stops there.

On the lead's page, under Campaign runs, a stopped run reads Stopped: order placed. Its status shows Cancelled if nothing had gone out yet and Completed if something had. The Outcome column on the Campaign Runs tab reads Bought, credited to this campaign or Bought, credited elsewhere. Open the run and the steps that never went out show Cancelled.

Find out why a message went out

1. Did ACR get the order? Press Orders on the lead's page, or look in Orders under Analytics. If the order is there but on another lead, or shows No lead, go to step 3. If it is on this lead, go to step 4.
2. If it is missing, ACR never received it. Shopify orders are ignored while reading is off, so check that the Lead source step shows Reading checkouts. Uninstalling the app also stops reading. A Custom API store must send checkout/completed with the same unique_id as the checkout, to a trigger that is on. In all of these cases, runs already open keep going, because no order reaches them.
3. Is it on a different lead? ACR ties an order to the checkout it came from, then to a lead by customer ID, email and phone. Orders from the Growth Dept connection carry no link to the checkout, so they rely on those three alone. A shopper who finished with new details becomes a second lead, and the first lead's run carries on. Open that run and press Cancel run.
4. Did the message go out first? Open the run, click the step and compare Done with the order's time. ACR cannot recall a text or an email that has gone out, and an order does not end a call already under way. The recommended sequence calls as soon as a checkout counts as abandoned and texts 5 minutes later, so a shopper who buys around the 30-minute mark can get both. The Growth Dept connection reads new orders every 5 minutes, which can widen that gap.
5. Is this a new checkout? A checkout started after the order is a new one. It can start a run in another campaign straight away, and in the same campaign after the cooldown, which is 30 days by default. Events on the lead's page shows the order of things.

Outreach stopped, but they did not buy that cart

Any order from the same lead stops outreach, whatever it contained and wherever it was placed. Orders from other sales channels stop runs even when they earn no credit; by default only Shopify's web source earns credit. Test orders stop runs too. A later refund or cancellation does not restart a run.

The Order placed switch

The Order placed trigger on the Lead source step does not change any of this today. Orders stop outreach and earn credit with that switch on or off. Conversions and orders has the credit rules.