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Solve Issues

Have you found any problem? don't worry, check out the list of common known issues below, you will most likely find the solution here. Otherwise, go to contact section.

Why are some orders missing from the reports?

The most common scenarios are.

  • Visitor denies the consents.
  • Payment method doesn't redirect to order confirmation page
  • Visitor closes the order confirmation page before the tracking script sends the transaction
  • Payment method has a custom order confirmation controller, and doesn't provide a way to collect the order info

To minimize the impact of this issue, it's essential to correctly configure the cron job to recover any missing transaction per server to the available API platforms.

Consent requirements are essential to send data to Google Analytics 4 and Google Ads. Google Tag Manager will check the following consents:

  • GA4 : (analytics_storage)
  • GAds conversion : (ad_storage, ad_user_data)
  • GAds remarketing : (ad_storage, ad_user_data, ad_personalization)

If these consents are not meet, the tag behavior will be the next ones.

  • GA4: Event is sent regardless the consent, but those events will be not available on GA4 visible reports.
  • GAds Conversion: "Failed", event will not be sent despite visitor grants the consent in the same page.
  • GAds Remarketing: "Still running" event, in this state could be sent if customer grants consents without change the page.

Tip

Link GA4 and BigQuery to transfer the GA4 raw data and allow check the events where consent was denied.

Why are some events missing from the reports?

Payment methods are one of the most common focus of issues. This is because it depends on how the payment module is developed and configured.

First we can split payment modules in 2 types.

Those that makes the payment outside the site (card payments, paypal, etc...), and those that does not leave the site (bank wire, cash on delivery, etc...)

Both types must display an order confirmation page, cause this is the unique place where my module could be loaded to fire the purchase event. So if customer can not reach this page for some reason (usually on external payments), you should have to solve your payment module behavior in order to redirect quickly to the order confirmation page.

Also, the payment module could render the order confirmation page in one of next two ways:

1 - Uses the default order confirmation controller, included in PS core, (this is a guarantee that it will track properly) 2 - Uses a custom controller, this case requires that custom controller at least must provide one of the next variables (id_cart, id_order, order object) in order to allow my module detect the order and collect the data.

Therefore, the best way to verify if payment modules are properly configured for tracking is enabling the Tag Assistance ( https://tagassistant.google.com/ ) start the debug ( if you have GTM go to the GTM dashboard and use the preview mode button ) and place a real purchase with each payment option, so be sure that after payment you can reach the order confirmation page without extra actions (click a button to return to your shop), and the purchase event is collected in your Tag Assistant.

Tip

Place the testing order with incognito mode and be sure that you agrees all your cookies.

Issues with Source/Medium

To retrieve the (source / medium ) on BO transactions you have to be sure that next PS modules are enabled (Data mining for statistics and Visitors origin )