Conversions API is not reporting Purchase event

  • Resolved skolbusiness

    (@skolbusiness)


    3 years, 2 months ago

    Hello, ever since we changed our payment gateway ( or so we guess ) the conversions API has no longer been picking up on our Purchases

    The pixel is correctly installed on all pages of the website, even the checkout/thank you page where the problem is occuring & it is correctly reading events such as Add to Cart, Initiate Checkout etc… Except for the Purchase Event.

    We had to set up a custom purchase event on the event setup tool based on the url of the thank you page but it is misfiring events all the time and it is also unreliable for iOS users.

    Is there any way we can fix this on the server side? I know this must be related to the post ” Place Order ” navigation that happens with our current payment gateway plugin, it takes the user to the thank you page with a payment popup and creates a checkout session ID ( that would be the url at that time ) and then after the payment is done, the mini popup closes and the page url becomes /order-received. I have a feeling the problem is caused by this un-usual path from place order > order-received that might be confusing the CAPI or something.

    I would really appreciate your help, this could save us a lot of trouble if we manage to fix it.

    Thanks in advance

    The page I need help with: [log in to see the link]

Viewing 11 replies - 1 through 11 (of 11 total)
  • Igor H

    (@ihereira)

    3 years, 2 months ago

    Hello,

    I found a similar question in this forum thread, you can find an explanation for the issue here.

    If that does not help, can you please share a copy of your site’s System Status? It is located under WooCommerce > Status. Select “Get system report” and then “Copy for support”. 

    Let us know if there are any questions.

    • This reply was modified 3 years, 2 months ago by Igor H.
    Thread Starter skolbusiness

    (@skolbusiness)

    3 years, 2 months ago

    Can you please write the full link from the ” Here ” button because I could not access it

    Thanks

    Igor H

    (@ihereira)

    3 years, 2 months ago

    Hi, @skolbusiness

    Sure, please try again to see it.

    Let us know if there are any questions.

    Thread Starter skolbusiness

    (@skolbusiness)

    3 years, 2 months ago

    I have checked it, it is a different problem then what we are having.
Their issue is the conversion API is working, so server events are sending but browser events arent)
Our problem is neither server nor browser events are being sent for the " Purchase " event
( Also Both our pixel & Conversion API come from the same plugin, yours, nothing external)


Will post the site system status :



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    • This reply was modified 3 years, 2 months ago by skolbusiness.
    xue28 (woo-hc)

    (@xue28)

    3 years, 2 months ago

    HI @skolbusiness

    Resending herewith the link to the thread Igor replied above as requested:

    https://wordpress.org/support/topic/purchase-event-not-triggered/

    Hope this helps!

    Thread Starter skolbusiness

    (@skolbusiness)

    3 years, 1 month ago

    Hello, I have checked the link provided, it is not the same as our problem.

    Our pixel is not reading the Purchase event at all, neither Browser events nor Server events.

    I have send our system status in the previous comment, hope you can help

    Igor H

    (@ihereira)

    3 years, 1 month ago

    Hello,

    Is any error related to Facebook for WooCommerce present on the site’s error log? Please share a copy of any fatal error log found under WooCommerce > System Status > Logs.

    Let us know if any and provide the complete error message.

    Thread Starter skolbusiness

    (@skolbusiness)

    3 years, 1 month ago

    Hello, I have checked all of the logs in System Status> Logs, and none are anything related to Facebook for WooCommerce. So there were none found.

    Igor H

    (@ihereira)

    3 years, 1 month ago

    Hello,

    For better assistance, please contact us at WooCommerce.com > My Account > Support. You may need to create an account before you can access that page.

    Important: Please include a link to this forum thread, this is for our team to follow this up.

    We will be glad to help you further there.

    Thread Starter skolbusiness

    (@skolbusiness)

    3 years, 1 month ago

    I have submitted a ticket there as you suggested ( #5928650 ) and left a link inside it to this forum thread.

    Hope we can fix this, thank you.

    Roxy

    (@roxannestoltz)

    3 years, 1 month ago

    Hi @skolbusiness ,

    We are happy to help!

    Since further support will be provided via the ticket you have submitted, I will go ahead and mark this as resolved then, however, please feel free to create a new topic, should you need any further help.

    Hope the issue is resolved soon.

    Cheers!

Viewing 11 replies - 1 through 11 (of 11 total)

The topic ‘Conversions API is not reporting Purchase event’ is closed to new replies.

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