Discrepancy in Sales Tracking with Meta for WooCommerce Plugin

Hi, we are sorry that you are still experiencing the tracking issues.

Can you confirm that you have tried turning off LiteSpeed Cache like Vinod suggested? Caching plugin can cause issues with tracking.

Best,
Marko

Dear Marko,

Thank you for your response. Yes, I have already deactivated the LiteSpeed Cache plugin, as Vinod suggested, but unfortunately, it did not resolve the issue. It seems like the problem lies elsewhere.

As you can see from the screenshot I previously sent, on 28th January, Meta Ads is showing 8 purchases, while the WooCommerce website (which I also provided a screenshot of) shows only 2 purchases from Meta Ads (via the Castor Ol Founder Video). The remaining sales came from Google paid ads and organic traffic.

I believe Meta might be mistakenly counting organic sales and Google Ads purchases as part of the Meta ads conversion. There seems to be some discrepancy in how these purchases are being tracked.

Image Link – https://ibb.co/xSXqHtLc , https://ibb.co/1tnvgJgq

Could you please urgently investigate this issue and provide a solution that ensures accurate tracking of purchases? I would really appreciate it if this could be fixed as soon as possible.

Looking forward to your prompt response.

Best regards,
BAGWANI

Hello @bagwani123

We need your Pixel & Ad Account ID, in order to look into what’s happening further.

Can you please share your e-mail address so that we can reach out to you privately?

Kind regards,
Marija

Hi Marija,

Thank you for reaching out. Sure, you can contact me at my personal email address: [email protected]
Please feel free to send me an email and let me know the details or any further information you need to resolve this issue.

Looking forward to your response and a quick resolution.

Kind regards,
BAGWANI

Hey, Apologies for delay in response! We are actively working on this issue. Expect a response sometimes next week.

Dear Support Team,

I hope you’re doing well.

I would like to kindly remind you that it has been 10 days since we first raised this issue. I have already provided all the necessary details you requested, and I even sent you my personal email to facilitate a quicker resolution. Email Id – [email protected]

I urge you to please prioritize this matter and let me know if any additional information is required from my side, such as pixel codes, IDs, or anything else. I’m more than happy to assist further and provide whatever is needed to resolve this.

This delay is negatively impacting my sales, and I would greatly appreciate it if you could expedite the resolution process.

Thank you for your attention to this matter. I look forward to your prompt response.

Best regards,

BAGWANI

Hello,

The dev team has updated us that there isn’t anything in the code that could be contributing to the discrepancy in sales tracking.

Can you disable any third-party plugins that could be altering WooCommerce’s default behaviour, and remove any custom code that is changing the behaviour, i.e. any shortcodes etc on products/cart/checkout templates and re-testing the site?

Kind regards,
Marija

Hi Marija,

Thank you for your email.

As per your suggestion, I understand that the code for your plugin has already been checked and no issues were found. In addition, I have deactivated other third-party plugins as requested. However, the issue has still not been resolved, even though we’ve been trying to fix it for the past 3-4 weeks. The pixel tracking still seems to be malfunctioning.

Could you please assist further in resolving this?

Kind regards,

BAGWANI

Hello,

We have had both the plugin team and the Facebook product team look into the issue and the conclusion is that the everything is set up as expected.

We are sorry that you are experiencing inconsistent tracking but do note that it can be affected by attribution models as well as the browsers (and installed extensions) the customers are using when purchasing.

Best,
Marko

Dear Support Team,

I hope you’re doing well.

Thank you for your previous response and for looking into the issue. However, I’d like to kindly request that you take another look at the “Add to Cart” event tracking in my Commerce Manager. Despite your efforts, the event is still not showing correctly, and it continues to display as 0%, which is clearly inaccurate. https://ibb.co/BVQfNt88

I suspect there may still be an issue that needs to be resolved, and I would really appreciate it if you could review this again to ensure that the event is being tracked properly.

Your assistance would be greatly appreciated, as it is crucial for my catalog’s performance.

Looking forward to your support and a resolution to this matter.

Best regards,
BAGWANI

Hello,

As mentioned previously, we have invested time to review the case from the plugin perspective and from the Meta dashboard. As shared before, we are fully confident that your reported issue does not pertain to the plugin but needs to be looked into by the Meta direct support, and for that, you can use the following link: https://www.facebook.com/business/help/182669425521252

Kind regards,
Marija