Hello,
I am checking sales orders for a shopify website. I’m seeing a completed order in the Shopify backend AND seeing a session that happened at the same time which concluded with the Shopify “thank you” page but, two hours later, the order isn’t showing up in the Ecom reports. Why might this be? crimsoncup.piwik.pro
Attached is the raw log that shows the session ending in a purchase but did not appear in any of the Ecom reporting.
shopify_piwik_pro_session_log.pdf (469.6 KB)
Hi David,
From what I see you are using a goal named purchase which is not an ecommerce purchase event, for event to be ecommerce order you have to use either ecommerce order tag Ecommerce order tag | Piwik PRO help center or use JS ecommerce order method Guides — Piwik PRO Analytics Suite 18.0 documentation.
Right now you can find those purchases in goal report
Hello,
you have misread what I posted. Yes, I do have a conversion tracking set up which I know is not a proper e-commerce function. But that is not where the issue lies. This purchase did not show up in any of the e-commerce reports. As far as I can tell, all of the other orders for yesterday properly showed up in the e-commerce section.
Well the event you pointed out in tracker debugger is a goal and not ecommerce order, so if the transaction should be an ecommerce event then it’s not tracked at all.
Here is the example of ecommerce event in tracker debugger:
So the issue is not that data does not go from tracker debugger to Analytics. The problem is that the data is not send to tracker at all. Are you able to check what happens on the website when this particular order should happened?
I spot checked a couple of other purchases in the tracker debugger that did show up in Ecom reporting and, while the product was different, the session log is basically the same: product view, view cart, view thank you page. And the product revenue field says $0.00.
What are you trying to say? That having a goal set-up is interfering with recording the transaction? I’m going to say no to that because it appears that all other purchases were successfully tracked as both a goal and event.
No, goals do not block ecommerce events, so I don’t think that’s the case. There must be something different that happens with this particular product purchase compared to the other ones. Hard to say what exactly. Can you check if when this order that is not tracked then in tracker debugger there is a broken event?
Steps to help with debug process:
broken event in tracker debugger (it will not be connected to any session so you won’t see broken event in the session that goal was collected)If there is an ecommerce related broken event that might help with figuring out what exactly happens here.
But the issue is that the ecommerce order is not fired for this particular product. So that’s what we need to figure out.
Getting closer to figuring out the issue and confirming what you said. The Ecom site in question is very low sales - only 12 yesterday. Here’s are the purchase numbers from yesterday:
Shopify - 12
PP Goal conversion tracking - 13 (an extra one happens occasionally, I don’t worry about it)
PP Ecom reporting - 10 orders
Thus, two orders yesterday did not get reported in the Ecom section of PP.
For the 10 orders that got captured in both Ecom and Conversion tracking, the session log contains both of these:
Goal conversion
Goal name: Purchase
Revenue: $0.00
Order
Order ID: 5432156160190
Unique item count: 2
Revenue: $23.00
Subtotal: $23.00
Tax: $0.00
Shipping: $0.00
Discount: $0.00
Item SKU: RWS105040-W-12oz
Item name: Armando’s Blend®
Item price: $11.50
Item quantity: 1
Item revenue: $11.50
Item SKU: RWS110303-W-12oz
Item name: Celtic Grogg
Item price: $11.50
Item quantity: 1
Item revenue: $11.50
For the two orders that are not in the Ecom report, the session logs do not contain the order data. For those two orders, the products were NOT the same.
I will keep track of Tracker Debugger today and report back when I find this issue again.
I think that I have identified the cause but I have no idea why this happens: I am seeing TWO different “thank you” URL structures from Shopify. The URL structure that contains “/cn/” without an order number does not get recorded in the Ecom reports. Two examples below. Why is Shopify using two different URL structures?? And, is this something that PP should catching? Do my tags need to be modified to account for “cn/”? (I think that the answer to my last question is yes, the order confirmation tag needs to be modified to respond to the different URL structure.)
Purchase not recorded in Ecom report:
Custom event
Event category: Heatmap events
Event action: Click
Event name: #shopify-section-cart-template>div.page-width>div:nth-child(1)>form.cart>div.cart__footer>div.grid>div.grid__item.text-right.small–text-center>div:nth-child(4).cart__buttons-container>div:nth-child(1).cart__submit-controls>input.cart__submit.btn.btn–small-wide
Page URL: https://shop.crimsoncup.com/cart
03:43 PM
Goal conversion
Goal name: Purchase
Revenue: $0.00
Page URL: https://shop.crimsoncup.com/checkouts/cn/d143b03e38ab5145f3839c75957cf2aa/thank_you
03:43 PM
Page view
Page title: Thank you for your purchase! - Crimson Cup Coffee - Checkout
Page URL: https://shop.crimsoncup.com/checkouts/cn/d143b03e38ab5145f3839c75957cf2aa/thank_you
Time to interact: 3s 451ms
Time until DOM is ready: 1s 685ms
Page rendering time: 1s 735ms
Time on page: 4s
Purchase recorded in Ecom report:
Custom event
Event category: Heatmap events
Event action: Click
Event name: #dynamic-checkout-cart>div>div:nth-child(2).shopify-cleanslate>div.Jk692hbroeK5lg6b_t4v.usE9L3hgsurjyQqHttzR>ul.p28_J2fRvZNDqyZkZ2H9>li:nth-child(2).Vru56DW5IUIiRpxbGTDg>div.kqsiVA9Jf8LJAbxw8Bau.h7OYsWHrW5495r9beh2n.IcgSIE7pEVZrlnAeRS6j.MMkDzHILWhgVTH11kqqo.size–small
Page URL: https://shop.crimsoncup.com/cart
02:15 PM
Page view
Page title: Thank you for your purchase! - Crimson Cup Coffee - Checkout
Page URL: https://shop.crimsoncup.com/59733541054/checkouts/9eb25899d6b6df9525735e7b439e7434/thank_you
Time on page: 0s
02:15 PM
Goal conversion
Goal name: Purchase
Revenue: $0.00
Page URL: https://shop.crimsoncup.com/59733541054/checkouts/9eb25899d6b6df9525735e7b439e7434/thank_you
02:15 PM
Order ID: 5433760678078
Unique item count: 2
Revenue: $29.89
Subtotal: $29.13
Tax: $0.76
Shipping: $0.00
Discount: $0.00
Item SKU: CHEX6F
Item name: ChemEx Filters, Square Bonded 100ct
Item price: $10.13
Item quantity: 1
Item revenue: $10.13
Item SKU: RWS601501-W-12oz
Item name: Tired Goat Blend, SWP Decaf
Item price: $19.00
Item quantity: 1
Item revenue: $19.00
Orders without order ID will not be collected. Each order have to have an order ID.
I’m not much of a coder but I’m pretty sure that the data collection process, either in the tag or in the PP backend, could be altered to use some sort of logic like “if order id field is blank, use NOT SET for order id”
I have discover that, in Shopify, the URL appears to not be the cause of no order ID.
I had a multiple orders today where the thank-you URL included /cn/ and not the order #. Despite this, Piwik Pro got the order information! Does this mean that the order ID is sent via the data layer??
Page view
Page title: Thank you for your purchase! - Crimson Cup Coffee - Checkout
Page URL: /checkouts/cn/bb4180519d6dc7f5ae5395c42157ebe1/thank_you
Time to interact: 2s 782ms
Time until DOM is ready: 1s 787ms
Page rendering time: 987ms
Time on page: 16m 38s
06:33 PM
Goal conversion
Goal name: Purchase
Revenue: $0.00
Page URL: /checkouts/cn/bb4180519d6dc7f5ae5395c42157ebe1/thank_you
06:33 PM
Order
Order ID: 5441468367038
Unique item count: 1
Revenue: $69.99
Subtotal: $69.99
Tax: $0.00
Shipping: $0.00
Discount: $0.00
Item SKU: 6K720690USEACFG
Item name: 7 Steps to Success
Item price: $69.99
Item quantity: 1
Item revenue: $69.99
