Facebook Pixel Tracking: Purchase parameters missing

  • Hello support team,

    We are using your plugin since some months ago and it is working really well, thanks for such a good job.

    Now, we’ve enabled the ‘add Facebook pixel” feature and disable GTM.
    It does work and events are generated with the correct parameters ( Page view, AddToCart, InitiateCheckout), but for Purchase event parameter content_ids is missing and value is always 0.
    It is really strange that for checkout event is working well and once purchase is done we lost parameters.
    I have tried with both different pixel configuration in your plugin settings. Content IDS variable products Facebook Pixel: Variation Product ID’s and Variable Product ID.

    We have been reading your forum and there are some similar issues but not the same and we are not able to find a solution. Any assistance would be appreciated.

    This is our e-commerce:
    https://www.via-lactea.es/

    Thank you and regards
    Pablo

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

Viewing 13 replies - 1 through 13 (of 13 total)

  • Hi Pablo,

    Thanks for using our plugin and reaching out to us. Sorry to hear you are experiencing issues with the Facebook Purchase event on the “Thank You” page.

    Can you try updating our plugin to the latest version which we released today (version 9.7.6) and see if that solves the issue at hand?

    Thread Starter vialactea

    (@vialactea)

    Hello,
    Thanks for your quick answer.
    Plugin is updated but issue is still there. I have try both configurations for Content IDS variable products Facebook Pixel”: Variation Product ID’s and Variable Product ID, both same result.
    AddtoCar event is working well for simple products but not for products with variants, “Content_ids” and “value” parameters are missing.
    Checkout evento is working well for both kind of products. All parameters are ok.
    Purchase evento, same as Addtocar event.
    It is really strange…

    Regards
    Pablo

    Hi Pablo,

    You mentioned before the Purchase event was not working and did not mention any other issues? So the Purchase event is working now?

    I also tested the addition of a product variation to your cart and the pixel seems to be fine for it? It does track the value and content id. See: https://www.dropbox.com/s/8l7f2m34yzg5l3p/AddToCartVariation.png?dl=0

    Can you give an example of a product (variation) URL for which you believe this is not working?

    Thread Starter vialactea

    (@vialactea)

    Hello,
    Yes, Purchase event was and it is working now but always with “Content_ids” and “value” parameters missing.

    Today I’ve tried again with 2 variable products and I see that Purchase event now is reading content and value of one of the products, the one in the middle. This is new, in the past no parameters where show (maybe it is due to the plugin update).
    I’ve tried with 2 different purchase.

    Here you have screenshots:
    Purchase 1
    https://prnt.sc/10hrp2a
    https://prnt.sc/10hs2yy
    https://prnt.sc/10hrrm0

    Purchase 2
    https://prnt.sc/10hs3sa
    https://prnt.sc/10hs3ze
    https://prnt.sc/10hs4co

    Most of the product in the web site are variable (because of the size), only a few are simple.
    Simple product: https://www.via-lactea.es/ropa-bebe/panuelo-de-bebe-coleccion-prince/
    Variable product: https://www.via-lactea.es/ropa-bebe/chaleco-de-nina-reversible-coleccion-mia/

    Purchase Event variable product from 2 days ago
    https://prnt.sc/10hrmr5

    Purchase event simple product
    https://prnt.sc/10hro7y

    Hope this may help.
    Regards
    Pablo

    Thread Starter vialactea

    (@vialactea)

    Hello,
    Did you have the chance to have a look?

    Thanks in advance.

    Regards
    Pablo

    Hi,

    Yes we have tried to replicate the issue at hand but for all product variations that we finish the checkout / purchase on this is being measured by our Facebook plugin: https://www.dropbox.com/s/pp95rmmfqbott58/VariationFBPurchase.png?dl=0

    Since we cannot complete a purchase of course on your website we also have no way of being able to reproduce this on your website.

    On what version of the plugin are you now?

    Thread Starter vialactea

    (@vialactea)

    Hi,
    Maybe you are not able to replicate the issue because you are buying only one item. In my case, issue is showing when you buy more than one item.
    Plugin currently is with v9.7.6 ( after Facebook Pixel Fix).
    Tomorrow we will update to last v9.8.1.
    In order to replicate the issue, you can make a fake purchase in our website. Just choose some items, click to “Finalizar compra” to go to the checkout page, write some random info ( for instance what I write in the screenshots below) and choose “BIZUM” as a payment method.
    1. https://prnt.sc/10kqyft
    2. https://prnt.sc/10kr0gh

    Regards
    Pablo

    Hi Pablo,

    I did exactly as you described above and for me it does seem to measure a correct Purchase event? See: https://www.dropbox.com/s/2u9o3zzbw52r89r/Pablo.png?dl=0

    Thread Starter vialactea

    (@vialactea)

    Hello,
    In your screenshoot you can see as the real total value of the purchase is 33,99€ but, Facebook pixel is only taking 5,99€ as value. Here is the issue.

    https://prnt.sc/10lzqcp

    Regards
    Pablo

    Hi,

    You mentioned this:

    Yes, Purchase event was and it is working now but always with “Content_ids” and “value” parameters missing.

    So they are not missing like you mentioned. Is that correct?

    Thread Starter vialactea

    (@vialactea)

    Hello,yes previously we had a content_ids and value parameters missing.
    After last update you recommand us v9.7.6,situation is as you are seeing now.
    Content_ids are working well but not value, because as you can see in your screenshot value is taking only one value of the items.
    Regards,
    Pablo.

    Hi Pablo,

    Clear. Can you update to version 9.8.2 of our plugin (which we just pushed out)? It should solve the issue at hand.

    Please let us know if it worked for you.

    Thread Starter vialactea

    (@vialactea)

    Hello,
    Plugin updated to v. 9.8.2 from last Monday 15th.
    Now we do have value for Purchase but, 3 small issues still there:
    – Add to cart following by Pixel Helper is ok but, following Event Simulator inside Fb platform, “Value” parameter is missing. Find picture attached https://prnt.sc/10oijn6
    – “Value” parameter in Checkout event is not taking delivery cost in account. https://prnt.sc/10oii88
    – Purchase seems ok with Pixel Helper but Event Simulator Fb there is an alert that says Purchase parameter not valid. Fin picture attached. https://prnt.sc/10oihoa
    I am traking all the results during these days.
    I will let you know.

    Thanks and regards
    Pablo

Viewing 13 replies - 1 through 13 (of 13 total)
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