Issue
When sending Order Completed events to Braze using Segment's Braze (Classic) destination, the events do not appear in the user's Custom Events list within the Braze dashboard.
Product
Twilio Segment
Environment
Segment Console
Cause
This behavior occurs due to the legacy design of the Braze (Classic) integration. By default, Segment maps any standard Order Completed event payload as a native Braze purchase event before forwarding it.
As a result:
The events are funneled explicitly to Braze's commerce architecture, appearing under the user profile's Purchase History and powering your revenue analytics.
Because they are strictly mapped as purchases, they will not populate or trigger as Custom Events in Braze.
Resolution
If your business logic requires Order Completed events to be recorded as standard Custom Events within Braze, switch to using our upgraded, flexible Actions-based destination.
Follow these steps to update your configuration:
Navigate to your Segment catalog and connect the Braze Cloud-Mode (Actions) or Braze Web-Mode (Actions) destination.
Configure the Track Event action mapping.
Set the trigger criteria to target your
Order Completedevent, which will ensure it maps natively as a standard Braze Custom Event rather than being forced into a commerce object.
Additional Information
For more information, please refer to the documentation: