Jordan Rich

Hi there Chrissy,

Upon checkout the cart is captured by the plugin and synced to Mailchimp and if a checkout doesn’t occur then the abandoned cart success log will process queuing that customer to receive the abandoned cart message.

We understand that the Mailchimp customer support team was in touch we saw that part of the issue had to do with customer roles not matching what the plugin looks for which is customer and subscriber. This would explain why the customer’s order didn’t’ show up in e-commerce data report. Hopefully the information about using custom roles helps get things going in the write direction. We’ll also include a link to that documentation here as well:

https://github.com/mailchimp/mc-woocommerce/wiki/Custom-User-Role-Sync

Thanks for your patience

Hey Jonah,

Archived Mailchimp contacts should remain archived even on a full store resync.

Could you provide us with a bit more details so that we can try to replicate this issue.

What is meant by the “next time the plugin syncs“? Is this a full resync or the Automatica update of an order or contact profile?

What is the URL of the store? If you would like to provide details such as these more privately feel free to fill out this form

Hi Michael,

You sure can respond privately using our contact form

It’s difficult to troubleshoot this issue as we’re not able to replicate it. Once you reply to us with a little information hopefully we’ll able to reproduce and debug.

Kindly provide us with the following:

• Theme
• Results when using the Woo Storefront Theme
• Is there a CDN integrated with the site?
• Is Auto Minifying used?
• A video showing the issue if possible
• Any other information that you might think will be helpful

We appreciate the feedback. I’ve gone ahead and raised this issue with creating an account with our development and design team.

In the meantime, may I suggest signing up from Mailchimp.com directly via this link: https://login.mailchimp.com/signup there you can using an address that doesn’t contain a state. Once you’ve completed signing up you can then use the plugin in WordPress by logging in instead of creating an account.

Again thanks for bringing this up. We hope to have a more accessible account creation process in the near future.

Hey there, thanks for letting us know. We hope you find the solution.

In regards to deleting the thread, it’s up to the WordPress Moderators. I’ll quote below from the WordPress Forum FAQ

We do not delete posts except under extreme situations. We feel that leaving your solved post up will be helpful to the next person who has a similar issue.

If you feel you have a pressing need (legal or otherwise) to have a post removed, you can report the post (there’s an option on the sidebar) and explain why or come to the #forums channel on Slack.

Keep in mind, even if your post is deleted, Google already scraped it and we can’t fix that. Don’t post anything you’re not willing to have in public forever.

According to the www.remarpro.com Forum FAQ, it’s only possible to edit a post within a 1 hour window. I’ve quoted below their info getting a moderator to remove or edit a post:

If you feel you have a pressing need (legal or otherwise) to have a post removed, you can report the post (there’s an option on the sidebar) and explain why or come to the?#forums?channel on?Slack.

Good day,

Thanks for writing in with those details and letting us know the troubleshooting steps already completed.

I went ahead and ran a test with our production version of the plugin and the official WooCommerce storefront theme with the blocks used for the checkout page and was unable to replicate the issue.

Could you inform us which theme is in use and the URL to the store?

Lastly, please enable remote diagnostics. This way we’ll be able to pull up a system report on our end.

Hey there thanks for your patience.

Here on the Mailchimp for Woocommerce development team we focus on the engineering and are not as equipped with handling issues regarding the mailchimp.com account and user interface when it comes to the customer journey builder.

The best and recommended way to move forward in getting assistance with the customer journey builder would be to reach out to the Mailchimp e-commerce customer support team.

• This reply was modified 10 months, 2 weeks ago by Jordan Rich.

Hi Chrissy,

When a product has been deleted from WooCommerce that product will also be deleted from the Mailchimp API.

However, the campaign report data will remain in tact. Also the e-commerce activity on the Mailchimp profile for the customer(s) that have also made a purchase with the deleted product will also remain.

Hi there Chrissy,

Taking a look at the store on our backend, it appears that sync has completed successfully as well as ongoing recent orders are being synced normally.

If the Action Scheduler is processing slowly, it may be due to limited server resources due to plugins/theme combinations. You can try increasing the server’s memory and upgrading to a newer PHP version. These enhancements can help improve the efficiency of the processing.

We noticed a recent Fatal error occurred on 21 December from a plugin called get response for wp, Which may have cause a performance hit the WooCommerce Action Schedular. Generally, it’s important to check the Action Scheduler queue for any failed jobs. You can navigate to WooCommerce -> Status -> Scheduled Actions to inspect the failed queue. If there are any failed jobs, you may need to manually execute them to resume synchronization as you have expressed earlier.

Hey Chrissy I came across your other ticket and looked up the store, and see that this user/customer #3 is a Admin. Again, we suggest not placing tests as logged in admin but rather in a separate browsing session _not_ logged in and as a customer.

Hi there Chrissy,

This means that the customer/user #3 that placed order 89959 is a WordPress user/customer account that has a role that is not compatible by default. Without knowing the exact details of your store. This could mean that customer/user #3 is either a Admin or a role other than a customer or subscriber. For example some stores choose to use “student” as a user role to purchase courses on their site. That role wouldn’t be compatible. Here’s an example screenshot of where the roles can be found in WordPress user profile dropdown.

If one happens to be testing the orders by being logged in as an Admin that order will not sync because the role is not included by deafult. We suggest to test in a separate browser profile and _not_ logged in as a admin.

The user roles that are synced in Mailchimp for WooCommerce are the “Customer” and “Subscriber” roles. These roles are synced by default, and if a user does not have either of these roles in WordPress, their order and campaign data will not be synced to Mailchimp. Other user roles, such as “Contributor,” “Author,” “Editor,” “Administrator,” and “Super Admin” (only available in WordPress Multisite installations), are not synced by default. If one wishes wants to track additional roles, it’s possible by modifying the code snippet provided in the following filter for verified sources to add those roles to the sync.

https://github.com/mailchimp/mc-woocommerce/wiki/Custom-User-Role-Sync

We recommend completing a plugin/theme conflict audit. As this may uncover any issues that could be causing the excessive use of server resources. I’ve included some directions on how to accomplish that below:

1. Verify that you are using the latest version of the Mailchimp for WooCommerce plugin.
2. Switch to the default WooCommerce theme and deactivate all plugins except WooCommerce and Mailchimp for WooCommerce. Then, test the scenario again, preferably in a staging environment.
3. Test for conflicts by following the guide provided by WooCommerce on fixing theme and plugin conflicts. You can find the guide here: WooCommerce: Fixing Theme and Plugin Conflicts
4. Review any log errors in the plugin’s logs tab or enable the Remote Diagnostics setting so that the plugin engineers can investigate further.
5. If you use a caching service like Cloudflare, add an exclusion path for the Mailchimp for WooCommerce plugin to prevent caching conflicts. Set the exclusion path at the server level by creating a rule for the “URL Path” such as /wp-content/plugins/mailchimp-for-woocommerce/.
6. If the problem persists, try uninstalling and reinstalling the plugin from scratch.

It’s not currently possible to move the checkbox inside of the checkout_billing_form block. In light of your request I will raise this question to our internal development team to see if it can be added in the future. Keep in mind we here in support cannot say for sure if or when that would happen. If something changes, we will be sure to update this thread.

Thanks you we can now see your store, and information just fine. I’ve reached out to one of our developers to look directly into your store to see if we can provide further insight. Thanks for your patience.