Purchase Event not Firing

  • Resolved ryanhoi1234

    (@ryanhoi1234)


    3 years, 2 months ago

    Hello,

    Please can you help us?

    The purchase event is not firing.

    We also tried another plugin and it seems like it’s not firing.

    Please can you help us with this?

Viewing 15 replies - 1 through 15 (of 16 total)

  • Hi there @ryanhoi1234,

    Please can you help us?

    The purchase event is not firing.

    We also tried another plugin and it seems like it’s not firing.

    Please can you help us with this?

    Could you please provide us with a screenshot so that we can see what you are describing?

    If you don’t already have a screenshot service installed, here are a few free options:

    There is also a walkthrough guide here: https://en.support.wordpress.com/make-a-screenshot/

    Additionally, could you please share a copy of your site’s System Status? You can find it via WooCommerce > Status. Select “Get system report” and then “Copy for support”.? Once you’ve done that, paste it here in your response.

    Looking forward to hearing from you!

    Thread Starter ryanhoi1234

    (@ryanhoi1234)

    Add to Cart and Initiate Checkout events are being recorded, but Purchase isn’t. I think this is the best description.

    
### WordPress Environment ###

WordPress address (URL): https://pathbalanceharmony.com
Site address (URL): https://pathbalanceharmony.com
WC Version: 6.1.1
REST API Version: ? 6.1.1
WC Blocks Version: ? 6.5.2
Action Scheduler Version: ? 3.4.0
WC Admin Version: ? 3.0.3
Log Directory Writable: ?
WP Version: 5.8.3
WP Multisite: –
WP Memory Limit: 256 MB
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Language: en_US
External object cache: –

### Server Environment ###

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PHP Version: 7.4.26
PHP Post Max Size: 256 MB
PHP Time Limit: 600
PHP Max Input Vars: 6000
cURL Version: 7.71.0
OpenSSL/1.1.1d

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Default Timezone is UTC: ?
fsockopen/cURL: ?
SoapClient: ?
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GZip: ?
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### Security ###

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### Active Plugins (22) ###

Advanced Custom Fields PRO: by Elliot Condon – 5.9.1
Advanced Custom Fields: by Delicious Brains – 5.11.4
All-in-One WP Migration: by ServMask – 7.53
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Classic Editor: by WordPress Contributors – 1.6.2
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Thousand Separator: ,
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Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
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rated-3 (rated-3)
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### WC Pages ###

Shop base: #23 - /home-2/
Cart: #108 - /cart/
Checkout: ? Page does not contain the [woocommerce_checkout] shortcode or the woocommerce/checkout block.
My account: #110 - /my-account/
Terms and conditions: ? Page not set

### Theme ###

Name: Path Balance Harmony
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Author URL: https://afterimagedesigns.com/
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WooCommerce Support: ?

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Overrides: path-balance-harmony/woocommerce/cart/cart.php
path-balance-harmony/woocommerce/loop/orderby.php

### Action Scheduler ###

Complete: 636
Oldest: 2021-12-26 09:06:51 +0000
Newest: 2022-01-21 08:56:55 +0000

Pending: 2
Oldest: 2022-01-21 17:06:21 +0000
Newest: 2022-01-22 07:58:38 +0000

### Status report information ###

Generated at: 2022-01-21 08:56:59 +00:00
    Thread Starter ryanhoi1234

    (@ryanhoi1234)

    Also, just to add, two Add to Cart and two Initiate Checkout has been fired for each event. I have checked the pixel code and all the source is WooCommerce

    Hi @ryanhoi1234

    Also, just to add, two Add to Cart and two Initiate Checkout has been fired for each event. I have checked the pixel code and all the source is WooCommerce

    I think that could be related to the initial report of the purchase event doesn’t fire.

    I was able to spot the two Add To Cart events that were fired:

    On the right, the same product with content_id -> wc_post_id_113 was fired correctly.

    While on the left, the same product with content_id -> 113 wasn’t fired correctly.


    Link to image: https://d.pr/i/eRrV1Y

    Most likely this behavior is caused by duplicated products in your Facebook catalog.

    I see that you have only three products on your WooCommerce store, so that’s easy to spot duplicates on your Facebook catalog.

    Please try to go your Facebook catalog and search for this product: VITALITY MEDITATIONS COURSE

    And please delete the one that has content_id as 113.

    From the above screenshot I shared, the product with content_id 113 didn’t fire correctly.

    You need to be aware as well that virtual products like courses might not work properly: https://woocommerce.com/document/facebook-for-woocommerce/#why-are-my-products-not-displayed-on-my-shop-after-installing-the-plugin

    I hope that helps!

    If you have any other questions, do not hesitate to let us know!

    Thread Starter ryanhoi1234

    (@ryanhoi1234)

    Thanks for the response.

    Upon checking, no duplicate products on our commerce manager. See screenshot here:

    As far as I know, Commerce Manager is independent with WooCommerce Plugin. We have clients with duplicate products yet no duplicate events have been fired.

    Also, the main concern is not about catalog. This is not an issue for us since we don’t need to run ads using product catalogs.

    The main issues are:

    1. Why is the plugin firing two different add to carts and initiate checkouts?
    2. Why is the plugin not firing any purchase event? Even though I have successfully purchased, I haven’t seen any purchase event fired?

    Hello @ryanhoi1234 ,

    Why is the plugin firing two different add to carts and initiate checkouts?

    That’s a valid question and I can also see both of the events are fired on your checkout page. However, on my test site, I only get the InitiateCheckout event.

    After taking a closer look I found that you have a plugin “Pixel Cat – Conversion Pixel Manager” active. This plugin also uses Facebook pixel so I’m assuming that the duplication of the events is coming from this plugin.

    Can you please deactivate the plugin and try again?

    Why is the plugin not firing any purchase event? Even though I have successfully purchased, I haven’t seen any purchase event fired?

    Can you please share a screenshot of your pixel helper after you complete the purchase? That will help us understand more about the problem. You can use https://snipboard.io/ to share a screenshot.

    Also, from your system status report, I can see that the checkout page does not contain the [woocommerce_checkout] shortcode or the woocommerce/checkout block. May I know how are you showing the checkout page form?

    Also, can you please try after using the checkout shortcode and see if that makes any difference?

    Thread Starter ryanhoi1234

    (@ryanhoi1234)

    Hi,

    Please see the screenshot link here: https://snipboard.io/gMizuk.jpg

    Thread Starter ryanhoi1234

    (@ryanhoi1234)

    By the way, after turning off pixel cat, the event duplication was gone.

    Thanks for that. I may have forgotten testing different plugins to see if it would help regarding the purchase issue. But still, no purchase event has been fired.

    Hi @ryanhoi1234

    But still, no purchase event has been fired.

    Can you please deactivate other plugins except for WooCommerce and Facebook for WooCommerce, and do a test order?

    Check the pixel event using Facebook Pixel Helper Chrome addon, if the Purchase event is fired after the checkout is completed and redirected to the thank you page.

    I hope that helps!

    Let me know how it goes!

    Mat

    (@matdabrowski)

    Hi @solstudioim

    I have similar problem (But I don’t know whether it’s the same issue).

    From 20 January (the date when this issue was created) I don’t see purchase events in Event Manager, and there is no conversion displayed on my ads. But in my case is even worse. There is no conversion in google analytics either (from 20 January).

    I disabled google analytics plugin, but it didn’t help to facebook purchase event.

    I enabled debug mode in Facebook plugin, and there are some purchase events logged.
    For most of purchases there are events:
    AddToCart (one or more)
    InitiateCheckout (only one)
    and there is no Purchase event

    But in some cases there is Purchase event, but it works only for couple purchases (maybe 1-10%, I don’t know).

    I disabled most of plugins in wordpress, but I cant’t disable all off them.

    What can I do more?

    
### WordPress Environment ###

WordPress address (URL): https://rozszerzaniediety.pl
Site address (URL): https://rozszerzaniediety.pl
WC Version: 6.1.1
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Klasyczny edytor: przez Kontrybutorzy WordPressa – 1.6.2
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Popup Maker: przez Popup Maker – 1.16.3
Redirection: przez John Godley – 5.2.2
Sendy Exporter: przez Mateusz D?browski – 0.0.1
UpdraftPlus - Kopia/przywracanie: przez UpdraftPlus.Com
DavidAnderson – 1.22.1

Checkout Field Editor for WooCommerce: przez ThemeHigh – 1.5.3
WooCommerce Dotpay Gateway: przez Dotpay ([email protected]) – 3.6.2
WooCommerce: przez Automattic – 6.1.1
Yoast SEO: przez Zespó? Yoast – 17.9
WP Recipe Maker: przez Bootstrapped Ventures – 8.0.2
WP Rocket | Cache Search Results: przez WP Rocket Support Team –
WP Rocket: przez WP Media – 3.10.6

### Inactive Plugins (15) ###

Advanced Order Export For WooCommerce: przez AlgolPlus – 3.2.2
Akismet Anti-Spam: przez Automattic – 4.2.2
Contextual Related Posts: przez WebberZone – 3.1.0
Cookie Notice & Compliance for GDPR / CCPA: przez Hu-manity.co – 2.2.1
Disable WooCommerce Bloat: przez ospiotr – 2.6.1
Email Address Encoder: przez Till Krüss – 1.0.22
Kirki Customizer Framework: przez David Vongries – 3.1.9
Limit Login Attempts Reloaded: przez Limit Login Attempts Reloaded – 2.23.2
Regenerate Thumbnails: przez Alex Mills (Viper007Bond) – 3.1.5
Sale Exporter: przez Mateusz D?browski – 0.2
Two Factor: przez Plugin Contributors – 0.7.1
WooCommerce Google Analytics Integration: przez WooCommerce – 1.5.7
WP-Optimize - Clean, Compress, Cache: przez David Anderson
Ruhani Rabin
Team Updraft – 3.2.1

WP Crontrol: przez John Blackbourn & crontributors – 1.12.0
WP Old Post Date Remover: przez Ben Meredith – 3.0.7

### Dropin Plugins (1) ###

advanced-cache.php: advanced-cache.php

### Settings ###

API Enabled: –
Force SSL: –
Currency: PLN (z?)
Currency Position: right_space
Thousand Separator: 
Decimal Separator: ,
Number of Decimals: 2
Taxonomies: Product Types: external (external)
grouped (grouped)
simple (simple)
variable (variable)

Taxonomies: Product Visibility: exclude-from-catalog (exclude-from-catalog)
exclude-from-search (exclude-from-search)
featured (featured)
outofstock (outofstock)
rated-1 (rated-1)
rated-2 (rated-2)
rated-3 (rated-3)
rated-4 (rated-4)
rated-5 (rated-5)

Connected to WooCommerce.com: –

### WC Pages ###

Strona sklepu: #1973 - /sklep/
Koszyk: #1974 - /koszyk/
Zamówienie: #1975 - /zamowienie/
Moje konto: #1976 - /moje-konto/
Regulamin: #1913 - /regulamin-sklepu-internetowego/

### Theme ###

Name: FlyMag
Version: 2.0.6
Author URL: https://themeisle.com
Child Theme: ? – Je?li modyfikujesz WooCommerce lub motyw nadrz?dny
którego nie jeste? autorem
polecamy u?ywanie motywu potomnego. Zobacz: Jak tworzy? motywy potomne

WooCommerce Support: ?

### Templates ###

Overrides: flymag/woocommerce/archive-product.php

### Action Scheduler ###

Zakończ: 3?714
Oldest: 2021-12-27 21:28:03 +0100
Newest: 2022-01-27 21:05:05 +0100

### Status report information ###

Generated at: 2022-01-27 21:28:04 +01:00

    Hi @matdabrowski

    Sorry to see you’re encountering a similar issue, we appreciate all of the information you included but do ask that you please open your own post so we can ensure it receives the attention necessary.

    Once that is up we’ll be glad to assist further!

    Mat

    (@matdabrowski)

    Hi @snaacks

    I just created new one LINK

    Thread Starter ryanhoi1234

    (@ryanhoi1234)

    Hi

    We’re afraid of turning off other plugins as this might cause an issue. Please do you have other suggestions on doing this? We tried adding the check out code but it seems like the purchase event isn’t still firing

    • This reply was modified 3 years, 1 month ago by ryanhoi1234.

    Hey @ryanhoi1234 !

    To troubleshoot further, please create a staging site then disable all plugins except WooCommerce and Facebook while using a default theme like Storefront.

    For more information:

    Meks Quick Plugin Disabler will remember what plugins you had active when you switch it back on.

    ?Staging site: You can clone your site to a staging environment and perform tests without modifying your live site or impacting customers. Many hosts provide staging facilities, so it’s worth checking in with them. It’s also possible to do it using the free WP Staging plugin.`

    I hope this helps!

    Thread Starter ryanhoi1234

    (@ryanhoi1234)

    Hello there,

    Our page is built using the Elementor plugin.

    Do you think this is a problem between the Elementor and the Facebook WooCommerce Plugin?

Viewing 15 replies - 1 through 15 (of 16 total)
  • The topic ‘Purchase Event not Firing’ is closed to new replies.