Facebook is not tracking "add to cart"

[tiger4evaH]

Hi,

I have my facebook pixel installed on shopify and when I ran my facebook ads the status of the purchase etc was green. However when I check out my facebook business manager I see that someone initiated a checkout. However I dont see them adding it to the cart. It's just empty as you can see in the picture.

What am I missing?

[Lulu]

Hey, @tiger4evaH!

Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.

Thank you for the screenshots, they are super helpful. This would usually happen if you have a 'buy it now' button or an accelerated checkout button on your store. This would make the buyer skip the cart and go straight to checkout. That means the item would technically never be added to the cart so it wouldn't fire the pixel in that case. Facebook has some great documentary on the pixel in their help centre here so be sure to have a read through them as it offers some great insight. 

I hope this helps but if you have any other questions, please don't hesitate to reach back out. Don't forget, Black Friday and Cyber Monday are coming up and we have put together this Black Friday Checklist. It is full of tips and tricks to make the most of the busiest online season so check it out as soon as you can! 

Kind regards,

Lulu

[tiger4evaH]

Thank you Lulu.

So I have two buttons: the add to cart and buy it now. 

So that means they used the buy it now button.

[Lulu]

You are very welcome. Yes, exactly by using the dynamic checkout buttons, the customer skipped the cart and went directly to the checkout from the product page. We have on guide on this in our help centre here if you want to have a read all about it and how it works. 

Kind regards,

Lulu